What are the responsibilities and job description for the Customer Care Associate position at Providence Animal Center?
Job Summary
The Customer Care Associate is responsible to provide high quality customer service in person and on the phone to effectively communicate Providence Animal Center's mission, policies, and procedures to the public. Work to create a positive experience for all visitors coming to the center. All job duties support Providence Animal Center's mission in accordance with the organization's policies and procedures, and with the safety of people and animals at the forefront of all activities. This job description should be taken as a general description of the responsibilities of the position. Other duties and responsibilities may be assigned.
Job Responsibilities
- Provide high quality customer service in person, over the phone, via email, etc.; work to create a positive experience for all visitors coming to the Adoption Center
- Screen adoption applications and process adoptions; relay all behavior and medical information from the animal record. Ensure information for each animal is current and accurate. Review the adoption contract, microchip information and post adoption policies and procedures. Issue vaccination and liability reminders as needed. Answer phones, transfer calls and return messages
- Computer data entry to include animal sign in, enter and/ or update customer information, update animal records with behavioral and/ or medical information, and upload all appropriate files to the animal or person record Schedule appointments for puppy and/ or dog training classes, animal surrenders and adoption returns
- Record all appropriate information in the owner surrender spreadsheet; call owners to clarify information given, answer questions and review our process
- Assist with sending happy tails follow-up emails to recent adopters
- Assist customers in choosing adoptable animals by relaying information found in our adoptions database
- Create receipts and process payments accurately, following departmental protocols
- Prepare adoption folders with all appropriate paperwork
- Solicit donations as appropriate
- Educate the public about the mission of Providence Animal Center and the Adoption Center's policies and procedures
- Maintain a safe and clean reception area and assist with general center upkeep as needed to include donation removal, moving and/ or organizing various supplies/ deliveries, and maintaining outdoor kennel/ play areas
Qualifications
- High School Diploma or equivalent
- Excellent communication and customer service skills; professional telephone etiquette
- Knowledge of computers and relevant software applications including MS Office. Capable of learning our adoptions software. Ability to type proficiently.
- Learn dog/ cat breed characteristics, companion animal behavior, and general veterinary practices and be able to convey that information accurately to the public
- Ability to handle customer needs, including complaints, with confidence and tact
- Ability to remain calm and show compassion in difficult situations
- Ability to multitask in a fast-paced team oriented environment
- Must have a genuine interest in the work, programs, and mission of Providence Animal Center
Working Conditions and Physical Demands
- Work is performed in a shelter, office, and outdoor environment
- While performing the duties of this job, the employee is occasionally required to stand; walk; use hands to finger handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move products and supplies, up to 20 pounds
- Long periods sitting at a computer entering data
- Possible exposure to cleaning agents, allergens, and zoonotic disease
- Subject to loud/frequent noise
Position Type and Work Schedule
This position is a part-time, non-exempt position
Typical Schedule: Adoption hours of operation: noon to 7pm. Weekend hours are noon to 5 PM. Daily hours and days of the week may vary according to the needs of the department schedule. Includes evenings and holidays. Weekend availability is required.
Pay: $14.00 per hour
Work Location: In person
Salary : $14