Shelter Team Member Customer Care

Shelter Team Member 1 with emphasis on Customer Care

Full-time, hourly

Pay Rate:

$17.00 per hour

Job Relationships:

Reports to Shelter Manager or Director of Operations

It is expected that the incumbent will be a resource to other staff, have a basic understanding of other areas of work. The position serves as the primary point of contact for shelter visitors and potential adopters, customer care, data input, email/phone communication, intake exams, donation engagement and overall intake and outcomes, sanitation and many other initial entry tasks and duties. This position also conducts animal care duties as needed.

A Shelter Team Member with emphasis on customer care specifically provides assistance to potential adopters and others visiting the Shelter. The team member provides accurate information and timely assistance to all patrons in person, via telephone, or electronically in accordance with the Shelter’s mission, goals and management philosophy. This position is directly responsible for processing adoptions, intakes, digital transfers, maintaining a professional front lobby, facilitating animal meets, cleaning, data input regarding onsite animals, and assisting the Volunteer Coordinator with volunteer training. Provides quality animal care and customer service in accordance with the Shelter’s mission, goals and philosophy. Personal development and continued education in the sheltering industry is highly recommended. Position progression is available through performance evaluation. All interviews for this position are based on the Shelter Team Member 1, but over time this position has the potential to become a Shelter Team Member 3.

Major Duties and Responsibilities:

Shelter Team Member 1:

· Handles animals in a humane manner according to established safety policies and procedures; Become a basic canine handler; Perform basic animal examinations, to include administering vaccinations and oral medications; become Fear Free certified

· Demonstrates excellence in customer service to include professional and clear verbal and written communication, compassionate dialogue, and accurate representation of shelter programs, services, and policies. Engages in appropriate email etiquette to include a greeting, introduction, and provision of relevant resources, especially those created and distributed by the Shelter

· Interview patrons during the surrender process to gather crucial information regarding the animal’s history

· Produce, maintain, and update animal records within the digital management system for every animal in Shelter custody; Transfer information from animal control, or any law enforcement agency, into the correct forms; Run and complete after-hours intake report

· Maintain front office area in a clean, orderly and professional manner at all times; Use of appropriate personal protective equipment (PPE) when required; Report concerns to appropriate department or leadership

· Embraces the ideas of excellent customer care, community stewardship and compassion for pets and people; Accepts and thanks the public for donations; Correctly log and stock donations in a timely manner; Provide a receipt for donations

Shelter Team Member 2:

· Stays knowledgeable about the animals, staff, policies and procedures within the shelter to give consistent information to the public in person, over the telephone, and by email; Become an advanced canine handler

· Become trained in higher levels of canine handling; Introduces animals to potential adopters, their families, and other pets; Ensure potential adopters are given the most accurate and up to date I information regarding the animal including medical and behavioral history; Answer basic questions regarding animal behavior, husbandry, and management

· Be informed and practiced on the entire adoption process and able to confidently communicate that process to potential adopters; Be familiar with city ordinances regarding animal ownership

· Maintains safe and sanitary areas for animals being received into the shelter.

· Responsible for executing the facility opening and closing walk-through checklists

· Demonstrates knowledge of Shelter’s vision and values, and additional community support programs to include Safe Harbor and Rehoming services. Frequently communicates these services to patrons and provides relevant digital and printed materials.

Shelter Team Member 3:

· Demonstrates high level of process and procedural understanding, compliance, and troubleshooting

· Demonstrates high level of decision-making abilities, emotional intelligence, teamwork, communication, and discretion.

· Becomes fully cross-trained in the duties and responsibilities of a Shelter Team Member with Animal and Customer Care specialties

· Acts as the primary authority during a scheduled shift, to include trouble-shooting, conflict management, decision-making, and responsibility for communicating necessary information to the management team.

· Responsible for executing the facility opening and closing walk-through checklists

· Acts as a public representative of the organization, able to clearly communicate the shelter’s programs, services, goals, and values

This is by no means an exhaustive list of responsibilities. Other responsibilities as assigned by management. The person selected for this position must be able to fulfill the responsibilities of the position with or without reasonable accommodation.

Position Specifications:

Required: Must be 18 years old or older to apply. High school diploma or GED equivalent; Computer literate in a Microsoft Office and Google environment; Work a flexible schedule including weekends and holidays; General knowledge of animal welfare preferred. Will be asked to assist in other areas as needed.

Desired: Six months experience in animal welfare or related field; Ability to utilize effective problem solving/decision making skills; Ability to communicate (written & verbal) effectively; Excellent interpersonal skills; Desire to work with animals and people; Ability to work within a team and independently.

High consideration will be given to those who are bilingual in Spanish and English. Must be able to read, write and speak Spanish fluently. A pay differential is based on the ability to pass a Spanish language proficiency test.

Working Conditions:

Work Environment: Most work is performed in normal shelter and office setting. Computer use up to eight hours a day; exposure to high noise levels, zoonotic diseases, and animal bites/scratches when handling animals. Potential exposure to dangerous/fractious animals. Exposure to cleaning agents; exposure to all weather conditions.

Physical Activities: Occasional lifting and carrying of up to 50 pounds without assistance and more with assistance. Frequent computer use. Potential for standing, walking, sitting up to eight hours or more per day; Bending, reaching, squatting, kneeling, pulling, pushing, cleaning.

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

**All new employees are required to take a drug screen. There is also a background check before being hired. **

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person

Salary : $17