What are the responsibilities and job description for the Customer Service Representative - CSR position at Animal Humane New Mexico?
Job Summary
As a Customer Support Specialist at our Pet Resource Center, you will be a frontline advocate for pet owners seeking assistance, information, and emotional support. Providing trauma-informed care to individuals and families experiencing crisis, financial hardship, or housing instability, you’ll help them access the internal and external resources to keep their pets safe and healthy.
Responsibilities
Specific Duties include, but are not limited to:
- Serving as a compassionate point of contact for clients accessing the Pet Resource Center.
- Providing trauma-informed customer service, recognizing, and responding to signs of emotional distress with sensitivity and respect.
- Aiding clients in navigating available services, including pet food assistance, veterinary vouchers, behavioral support, and housing-related resources in person, digitally, and over the phone.
- Answering phone calls, emails, and walk-in inquiries with professionalism and care.
- Maintaining accurate records of client interactions and resource distribution using CRM systems.
- Collaborating with internal teams and external partners to connect clients with holistic support.
- Educating the public about compassionate and responsible pet guardianship and available community programs.
- Supporting outreach events and mobile resource clinics throughout New Mexico.
- Upholding confidentiality and dignity in all client interactions.
- Acting as a point of contact for questions, concerns, or feedback about all organizational programming from departments, and directing questions or concerns to Managers or Directors as needed.
- Ensuring resource documents and client handouts are up-to-date and available for staff and clients.
- Assisting with Community Events or pet care as needed.
Job Conditions
- Work is performed in a shelter or outreach environments with frequent interaction with animals and the public
- May require occasional travel for mobile clinics and community events
- Ability to lift up to 40 lbs. and stand or sit for extended periods
Job Requirements
- High school diploma or equivalent; college coursework in social work, psychology, or animal welfare is a plus
- Minimum 1 year of experience in customer service, social services, or nonprofit outreach
- Training or experience in trauma-informed care preferred
- Strong interpersonal and communication skills
- Ability to remain calm and supportive in emotionally charged situations
- Proficiency in Microsoft Office and CRM systems
- Bilingual (English/Spanish or Indigenous language) candidates strongly encouraged to apply
- Passion for animal welfare and community advocacy
If you believe in keeping pets and families together through compassion and support, we invite you to join our team.
Job Type: Full-time
Pay: From $17.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $17