Customer Experience Assistance Animal Specialist

PetScreening

Assistance Animal Specialist on Customer Experience team managing inquiries about Assistance Animals. Providing support and resolving escalations with empathy and expertise in hybrid work environment.

Posted 7/14/2026full-timeMooresville • North Carolina • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing escalated situations related to Assistance Animals, with a strong focus on compliance with Fair Housing guidelines and effective communication. Proficient in utilizing CRM tools to provide exceptional customer service and support.

Highest-signal resume keywords

Assistance Animal ManagementFair Housing Compliance AnalysisZendesk Ticket ResolutionConflict ResolutionCustomer Service Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Fair Housing GuidelinesDocumentation AnalysisMultitaskingTechnical Expertise

Soft Skills

Active ListeningEmpathyTactful Conflict ResolutionCompassionate Team PlayerResilient Growth Mindset

Tools & Technologies

ZendeskHubSpotGoogle SuiteZoomSlack

Industry Keywords

Disability-Related FieldsPsychologyBehavioral HealthSpecial Education

About the role

Key responsibilities & impact

Manage escalated and complicated situations related to Assistance Animals.
Assist customers and clients who have complex Assistance Animal-related questions.
Independently resolve escalated Zendesk tickets with empathy, technical expertise, and speed.
Expertly de-escalate high-tension situations.
Partner with the Assistance Animal team for cross-functional support.
Analyze submitted documentation to determine Fair Housing guideline compliance.
Contact medical providers to verify documentation.

Requirements

What you’ll need

Background in disability-related fields (Psychology, Behavioral Health, or Special Education) and 1+ years of customer service experience preferred.
Exceptional active listening and professional articulation skills; experience with de-escalation and tactful conflict resolution.
Skilled in CRM and collaboration tools, including Zendesk, HubSpot, Google Suite, Zoom, and Slack.
Proven ability to multitask and prioritize in fast-paced environments while maintaining high-quality performance markers.
Detail-oriented, proactive in seeking clarity, and a compassionate team player with a resilient growth mindset.

Benefits

Comp & perks

Medical/Dental/Vision/HSA benefits offered after 30 days of employment.
Company sponsored Life Insurance and Short Term Disability.
Optional Life Insurance and Long Term Disability Plans.
401(k) with 3% match regardless of employee contribution.
Quarterly open enrollment.
Paid time off accrual beginning first day of employment.
Paid holidays.
Optional remote work days.
Paid Family/Military/Bereavement leave.
Pet friendly office