Job Description
Do you love animals AND people? We have the perfect job for you. We have an opening for a Front Desk Customer Care Representative at High Country Humane.
The Customer Care Representative is our initial point of contact both in person and answering phone calls with the public.
Objective
Ensure quality customer service to all visitors including animal adopters, and owner surrenders; process and follow up on adoptions, surrender appointments, and pet rehoming support.
Essential Duties & Responsibilities
Adoption & Intake Program:
· Process adoption applications to ensure quality adoption matches
· Follow organization adoption and intake procedures and policies
· Work closely with Supervisor, Managers, and Director to achieve goals for department
· Explain general medical concepts
· Input accurate animal information into ShelterLuv system including medical records
· Update all animal adoption folders, kennel cards on a daily basis
· Complete adoptions through the shelter system
· Familiarize with all adoption animals to articulate any issues or special needs animals
· Answer questions relating to pet surrenders and provide resources as necessary
· Observe and monitor adoption meets and ensure proper procedures are followed
· Assist in animal care and handling during emergency situations
Front Office and General Functions:
· Immediately greet all visitors in a friendly and timely manner
· Handle challenging customer service situations and identify when supervisor should be called in
· Promptly answer all phone calls, take messages and forward as necessary
· Maintain and promote positive public image
· Check and respond to all voicemail and e-mail messages
· Collect and process payments and accurately produce receipts
· Receive in kind donations according to organization procedures
· Process waivers and remain aware of all organizational promotions
· Maintain cleanliness and organization of designated adoption space, lobby, and office space
· Perform opening and closing duties as required and in timely and efficient manner
· Willing to clean & prepare lobby area for the day
· Promote other services including the sale of collars, identification tags, and microchips
· Communicate regularly with Supervisor regarding department and any issues
Position Requirements:
· Quick mathematics knowledge
· Adhere to all organizational policies and procedures and safety standards
· Quickly learn and adapt to changes in policies, procedures, and safety standards
· Maintain good appearance and the ability to tactfully and effectively work with the public
· Maintain a positive and respectful attitude
· Provide and record accurate information
· Ability to handle multiple tasks simultaneously
· Demonstrate flexible and efficient time management and ability to prioritize workload
· Operate multi-line phone system, basic office machinery, and computers
· Effective communication skills
· Problem solving skills
· Cash handling skills
· High quality customer service skills
· Ability to learn quickly and efficiently
· Consistently report to work on time and prepared
· Maintain high emotional intelligence & composure
Qualifications
· High school diploma or GED required; Bachelor’s degree in business or other related field preferred
· 1-3 years’ experience in customer service field
· Working knowledge of ShelterLuv computer system a plus; basic computer system experience required
· Familiarity with OSHA, state, and federal laws and regulations with regards to animal sheltering, cleaning, and safety
Communication:
· Must communicate effectively both verbally and in writing appropriate to audience.
· Is able to effectively communicate in emergent situations .
Customer Service:
· Has daily contact with adopters, clients, co-workers, supervisors and volunteers.
· Is able to respond promptly and courteously to customer needs.
· Responds to request for service or assistance from supervisors, co-workers and volunteers.
· Displays empathy and understanding when needed.
· Displays high level of emotional intelligence.
Attendance and Dependability:
· Must be depended on to report to work at the scheduled time and is seldom absent from work and can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.
Problem Solving:
· Is able to identify potential problems and in a timely manner is able to identify a solution or person to provide the solution.
· Must work well in a group or individual problem solving situations.
· Displays original thinking and creativity.
Physical Factors:
· Work performed in shelter environment, mostly in front office, high exposure to animals
· Ability to lift up to 50 lbs. unassisted, and over 50 lbs. with assistance
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Working Conditions:
· Varying shifts, weekdays and weekends, and some holiday work required
Potential exposure to zoonotic diseases, dangerous and fractious animals, high noise levels, wet surfaces, hazardous chemicals, and sharp objects
Disclaimer
This is an employment at-will position, which means that employment is for no specific term and that employment may be terminated by the employee or AWA at any time with or without cause.
This job description is not intended to be an exhaustive list of all duties, responsibilities, skills, efforts, or working conditions or qualifications associated with the job. Management reserves the right to revise or to require that other different tasks be performed when circumstances change, for example, emergencies, changes in personnel, workload, rush jobs, or technological breakdowns in departments.
Job Type: Full-time
Pay: $19.00 - $21.00 per hour
Benefits:
Shift:
Work Location: In person
