Customer Service Specialist

Customer Service Specialist

Hourly Rate: $16-$18 DOE

Supervisor: Director of Shelter Services

Position Purpose:

The Customer Service Specialist plays a vital role in ensuring a welcoming, organized, and efficient environment at Heartland Humane Society of Corvallis (HHSC). This position is responsible for engaging with customers, donors, and volunteers in a friendly and professional manner, while managing the administrative functions related to animal adoptions, returns to owners, community clinics, and shelter operations. The role also oversees day-to-day office administration and may assist with basic animal care duties

Primary Responsibilities

Administrative

· Greet and assist customers, donors, and volunteers with professionalism and compassion.

· Answer phone calls, emails, and in-person inquiries, providing accurate information about HHSC animals, services, and events.

· Support the pet adoption process by coordinating customer-animal interactions and providing guidance and education.

· Assist with lost and found services, including intake and reunification efforts.

· Maintain accurate records for all adoptions, reclaims, transfers, and other animal outcomes.

· Process credit card and cash transactions, ensuring accuracy and compliance with financial procedures.

· Collaborate with the Animal Care Team on Safe Housing, owner surrenders, and animal transfers.

· Coordinate with the Foster Coordinator and Animal Care Team to place animals in appropriate foster homes.

· Support the TNR (Trap-Neuter-Return) and Working Cat Programs.

· Maintain cleanliness and organization of the front desk and lobby throughout the day.

· Perform opening and closing procedures for the shelter lobby, including till balancing and cash handling.

· Collaborate with HHSC volunteers in a respectful and team-oriented manner.

· Perform other duties as assigned.

Animal Care Duties

· Clean and sanitize cat enclosures in the lobby, following cross-contamination protocols.

· Provide food and water to animals as directed by the Shelter Services Director.

· Monitor lobby animals for health or behavioral concerns and report issues promptly.

· Educate adopters on vaccines, medications, and procedures provided by HHSC.

Knowledge, Skills & Abilities

· Strong interpersonal and customer service skills with a compassionate approach to people and animals.

· Excellent verbal and written communication abilities.

· High attention to detail and strong organizational skills.

· Ability to multitask and prioritize in a fast-paced, sometimes stressful environment.

· Proficiency in Microsoft Office Suite and shelter management software.

· Ability to work independently and collaboratively with diverse teams.

· Commitment to HHSC’s mission, values, and community engagement.

· Ability to maintain a safe and clean work environment and report safety concerns promptly.

Minimum Qualifications

· High school diploma or equivalent.

· Minimum of two years’ experience in a customer-facing office or administrative role.

· Experience in customer service, preferably in a nonprofit or animal care setting.

· Comfortable handling animals and learning basic animal care procedures.

Certifications

· Must obtain Fear Free Certification within the first 60 days of employment.

Safety

Model safe work practices by following all safety guidelines to ensure a safe work environment. Wear the required clothing and job-specific safety gear as directed.

Dress Code

All Customer Service Specialist Staff are required to wear business casual or Heartland gear. No shorts, sweats or leggings are allowed. All staff are required to wear closed-toed shoes.

Working Conditions

Work is performed in animal and public areas of the shelter and all staff have contact with the public, outside vendors, HHS&C team members, volunteers, donors, supporters, and board members. Frequent bending, reaching, kneeling, and sitting at a computer workstation; exposure to disinfectant solutions; subject to animal bites and scratches; regularly lift to 50 pounds. Allergic conditions, which would be aggravated when handling or working with animal, may occur.

Work Schedule

This is an hourly position. Must be available and willing to work weekends, evenings, holidays, and attend mandatory training and meetings as the employer determines necessary.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $16 - $18