Pet Support Associate

1 week ago

Washington, United States Humane Rescue Alliance Full time
Job DescriptionJob Description

Job Summary:

As a member of the Pet Support Team, the focus of Pet Support Associates is information gathering and problem-solving to keep DC animals and their human families together. Pet Support Associates function as a resource for DC families who need information and resources to better take care of their pets. Pet Support Associates must be empathetic and compassionate, with a desire to help people and animals and a deep respect for the human-animal bond.   The ideal candidate will possess a deep desire to help both animals and people, an eagerness to learn about the DC community, and an understanding of the human-animal bond. Must be a team player with an open mind who is energized by contact and conversation with people

Duties and Responsibilities:

  1. Provide prompt, courteous service to customers inquiring about HRA shelter policies and programs.
  2. Resolve customer service complaints, under the supervision of the Pet Support Supervisor & Manager.
  3. Read and respond to the HRA Pet Help email daily and respond in a timely fashion.
  4. Work collaboratively with the Pet Support Supervisor to promote a Customer Service driven environment.
  5. Ensure compliance with HRA policies and procedures under the District of Columbia contract for services,
  6. Respond to requests for help promptly, compassionately, and professionally.  
  7. Provide accurate and useful information, resources, and/or referrals to address a wide range of questions and problems, both human and animal related. 
  8. Approach all requests for help with an open mind, a desire to help, and a sense of urgency. 
  9. Continually refine and expand understanding of HRA policies, procedures, and programs, as well as resources offered by other organizations in the community and laws related to animal welfare.  
  10. Notify Field Services Dispatch of all situations where there is suspicion of possible cruelty, neglect, or abandonment of an animal.
  11. Communicate effectively and professionally with other HRA departments, community organizations, and agencies.  
  12. Track incoming calls and referrals made via online software and other tracking mechanisms.
  13. Schedule surrender appointments for DC residents.
  14. Manage active Pet Support and Safe Haven cases.
  15. Ensure that PetPoint is up to date for all transactions related to Safe Haven animals, Treat to Return intakes/discharges, financial receipts, and all other shelter-animal-related information.
  16. Create and check lost/found reports and promptly search for possible matches when a report is being filed.
  17. Always represent HRA in a professional and courteous manner. Provide quality service to the public, volunteers, and employees recognizing their individual contributions to the success of the organization.
  18. Perform other duties and special projects as assigned, including participation in shelter operations duties such as customer care duties as needed.

Qualifications and Requirements:

  1. Knowledge of Pet Support or Customer Care best practices, techniques, or procedures.
  2. Excellent interpersonal skills with a customer service orientation.
  3. Ability to communicate effectively, courteously, and professionally with a wide variety of individuals representing the public, donors, board members, volunteers, and members of the HRA staff.
  4. Ability to exhibit sound judgment and handle confidential matters.
  5. Ability to be a team player with a positive, can-do and proactive approach, who likes working in a fast-paced environment.
  6. Computer literacy with proficient use of programs including Microsoft Office programs, email, text, internet and database management software.
  7. Ability to manage the emotional aspect of work in an animal shelter environment in a positive professional manner.
  8. Excellent, friendly, and clear verbal/written communication skills; including phone presence. 
  9. A well-developed sense of empathy and compassion for humans and animals. 
  10. Passion for the HRA mission, and for caring for all animals regardless of age, breed, temperament, or species, and supporting and educating members of the public, free of judgment or bias.

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

  1. Ability to be comfortable working with cats, dogs, small animals, reptiles, fish, and wildlife.
  2. Availability and willingness to work weekends and/or holidays; and attend mandatory training and meetings as the employer determines are necessary or desirable to meet its organizational needs.
  3. Due to the nature of shelter work, may be exposed to deceased, fractious, or aggressive animals; common allergens; hostile or irate persons; zoonotic or other diseases; unpleasant noises, odors, or sights; and extreme temperatures.

Education and Experience:

  • Minimum 2 years of progressively responsible and hands-on experience in a customer/client service environment.

Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing.

The Humane Rescue Alliance (HRA) requires all staff to be fully vaccinated against COVID-19 unless a medical or religious exemption applies. New employees must submit proof of full vaccination, or request for a medical or religious exemption, before their first day of work in HRA’s workplace. Employees receiving a medical or religious exemption will be required to submit a weekly, time-stamped, negative COVID test to HR.

HRA is committed to being an Equal Opportunity Employer and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them.

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