Customer Care Associate

1 week ago

Oakland, United States EAST BAY SOCIETY FOR THE PREVENTION OF CRUELTY TO ANIMALS Full time
Job Details

Job Location
Oakland Adoption Center - Oakland, CA

Position Type
Full Time

Salary Range
$21.50 - $22.00 Hourly

Description

Established in 1874, East Bay Society for the Prevention of Cruelty to Animals (East Bay SPCA) is proud to celebrate its 150th anniversary as one of the nation's oldest shelters and a leading innovator in the Bay Area region. East Bay SPCA is More Than a Shelter, transforming the lives of cats and dogs by enriching the human-animal bond through accessible and respected expertise. Serving Alameda and Contra Costa counties and beyond, East Bay SPCA is a local 501(c)(3) non-profit organization, operating independently of any national affiliation. Learn more at eastbayspca.org.

The Customer Care Associate (CCA)is responsible for providing the highest quality customer care for all clients that visit, email, or call East Bay SPCA. Our CCAs provide a welcoming first impression of our organization and, through exceptional customer service, help families find their new animal companions. Customer Care Associates are skilled at offering individualized care for all clients who contact us for assistance with their animal-related needs. The CCA is also responsible for basic animal care (feeding and cleaning) and disease control in all assigned animal habitats and kennels.

Category: Full-time; Non-exempt

Location: Oakland

Reports to: Customer Care Supervisor/Shelter Manager

Benefits: Medical, Dental, and Life insurance; 10 paid holidays; 401K retirement plan with 3% contribution; discounted veterinary care; and more

Qualifications

Essential Duties and Responsibilities
  • Acknowledge and greet all customers, and potential customers, in a professional, courteous, and timely manner.
  • Field and triage phone calls and emails; schedule appointments; assist customers; process adoptions, surrenders, returns, and other animal intakes and outcomes; receive and process donations.
  • Deliver excellent customer service at all times, including while facilitating, conducting, counseling for, and processing adoptions, returns, surrenders, and during other customer interactions.
  • Answer all telephone lines and e-mails promptly, professionally, and efficiently; when appropriate, take clear, legible, messages and direct them to the proper individual(s).
  • Maintain well-organized, properly stocked, and clean reception desk area, lobby, and adoption hall; keep tidy the donation bins and adoption give-away area, remove trash and recycling, and spot clean throughout the day.
  • Inform and educate customers on responsible pet ownership, general animal care and welfare within the scope of East Bay SPCA training.
  • Responsible for maintaining accurate and timely physical and electronic records including, but not limited to, processing incoming and outgoing animal transactions, entering animal treatments, and documenting customer notes.
  • Introduce customers to animals that are available for adoption and facilitate adoption matches between people and animals.
  • Responsible for the timely opening and closing of the reception areas, including preparation of the area for receiving customers, opening and closing of the cash drawer, locking and unlocking the front doors, etc.
  • Ensure all monetary transactions are accounted for and match the amount on the end of day reports before submitting to Lead or closing manager, daily.
  • Assist with training adoption and customer care volunteers.
  • Implement marketing efforts for the Oakland adoption center, including but not limited to promotion of programs and services to visitors, participation in special events, and soliciting donations.
  • Maintain regular and predictable attendance and punctuality.
  • Assist animal care staff as appropriate and assigned, including performing routine, daily, animal care tasks (diet preparation, feeding, cleaning, potty breaking, etc.) for all shelter animals.
  • Assists with other duties as needed.

Qualifications
  • Proven experience delivering exceptional customer service.
  • Ability to think critically, multi-task and succeed in a fast paced, emotionally charged, environment with a positive attitude while fostering empathy with clients and coworkers.
  • Basic math, reading, and writing skills including the ability to: comprehend and write simple instructions, short correspondences, and memos; use grammatically correct English; and accurate cash reporting.
  • Animal care knowledge of domestic animals including breeds, behavior, appropriate care and housing, common health problems, disease symptoms, and handling techniques.
  • Proven organizational skills and demonstration of excellent, clear, and effective written and verbal communication skills with a diverse population, including coworkers and others.
  • Proficient in Microsoft Office applications. Familiarity with Shelter Buddy shelter software program desired.
  • Treats all animals humanely, with compassion and concern, both on and off the job.
  • Experience working in an animal shelter or veterinary clinic highly desirable.
  • Multilingual fluency preferred.
  • High school graduate or equivalent.
  • Pre-employment background check and drug screening required.
  • Reliable transportation required. A valid CA driver's license and evidence of insurability strongly desired.

Working Conditions
  • Work is primarily performed in an animal shelter environment with exposure to detergents, cleaning products, wet and humid environments, and seasonal outdoor conditions.
  • Must be competent handling dogs and cats of all sizes, ages, and temperaments. Requires the ability to leash, walk, and maintain control over large and extra-large dogs, which can include dogs 90 pounds and over.
  • Weekend work required; must be available to work evenings, holidays, and occasional overtime as needed.
  • Animal contacts and related injuries, including bites and scratches, may occur. May occasionally handle sick, injured, or deceased animals.
  • Noise exposure varies and often includes uncontrolled barking and other animal vocalizations.
  • Animal waste contact, smells, and visual exposure are prevalent.
  • Must be able to lift 50 pounds on a frequent basis and occasionally lift up to 75 pounds with assistance.
  • Must be able to push and/or pull over 50 pounds occasionally.
  • Frequent standing, walking, typing, bending, twisting, crouching, kneeling, and stooping.
  • Eligible and approved drivers may transfer animals between all East Bay SPCA campuses and offsite locations (fleet vehicle provided or mileage reimbursement if using personal vehicle).

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