Customer Care Associate

3 weeks ago

Washington, United States Humane Society of the United States Full time
Job Summary

We are seeking a highly motivated and compassionate individual to join our team as a Customer Care Associate. In this role, you will play a critical part in ensuring the well-being of animals in our care and providing exceptional customer service to the public.

Key Responsibilities
  • Assist the Customer Care Manager and Director of Pet Support in achieving daily objectives related to animal intakes, discharges, lost and found, and other duties.
  • Provide prompt, courteous service to customers inquiring about shelter policies and programs, in person and over the phone.
  • Schedule intake appointments and perform surrender counseling for customers upon surrender of their pet(s).
  • Perform animal care duties such as preparing and cleaning animal spaces and bottle-feeding neonatal kittens when needed.
  • Receive and process paperwork and enter data for animals relinquished and reclaimed at the shelter.
  • Ensure that PetPoint is updated for transactions related to animal intake, discharge, adoptions, foster, or any other information pertaining to a particular animal.
  • Check animal inventory and ensure that animals have proper kennel cards and identification.
  • Perform basic intake examinations and administer vaccines and other medications, ensuring that information is accurately recorded in PetPoint.
  • Arrange the transportation of approved animals to local emergency medical facilities.
  • Create and check lost reports; assist customers who are seeking lost pets and make all attempts to reunite lost shelter animals with their owners.
  • Maintain the cleanliness of the front desk and lobby area, including a public restroom.
  • Notify Humane Law Enforcement in cases where an animal who arrives at the shelter may be the victim of abuse or neglect.
  • Answer questions for customers interested in adopting and direct them toward animals available for adoption and the adoptions team.
  • Perform general office duties, including answering telephones, data entry, educating the public on the responsibility of companion animal ownership, explaining provisions of the D.C. Animal Control Act to the public, and dispatching calls to animal control field officers when needed.
  • Check and read HRA email throughout the shift.
  • Report maintenance/repair issues to the Customer Care Supervisor or Director of Intake.
  • Complete spay and neuter waivers for HRA animals to be altered at the National Capital Area Spay & Neuter Center. Schedule shelter and adoption center animals for surgery as needed.
  • Provide guidance and assistance to HRA volunteers and community service workers.
  • Perform any other duties assigned by supervisor or director.
Requirements
  • Excellent customer care and communication skills required, along with knowledge of and experience in handling domestic and wild animals.
  • HRA requires all staff to be fully vaccinated against COVID-19, unless a medical or religious exemption applies.
  • Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted.
  • Ability to perform strenuous physical activity on a daily basis, including but not limited to: lifting and carrying, reaching, stooping, squatting, and bending.
  • Ability to be comfortable working with cats, dogs, small animals, reptiles, fish, and wildlife.
  • May be exposed to hostile or abusive members of the public. Must be able to deal with an often times emotion-charged public and carry a fast-paced and changing workload which at times can be stressful.
  • By nature of the job, there is occasional exposure to dead, injured, sick, unruly, vicious, and/or dangerous animals in addition to exposure to parasites, infectious diseases, unpleasant noises, odors, or sights.
  • Must be available and willing to work weekends, holidays, overtime, and attend mandatory training and meetings as the employer determines are necessary or desirable to meet its organizational needs.
Education and Experience
  • High school diploma or GED.

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