Customer Care Specialist

3 weeks ago

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

We are seeking a highly skilled and compassionate Customer Care Associate to join our team at the Humane Rescue Alliance. As a key member of our customer care team, you will play a vital role in ensuring the well-being of animals in our care and providing exceptional service to our customers.

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 animals have proper kennel cards and identification.
  • Perform basic intake examinations and administer vaccines and other medications, ensuring accurate recording in PetPoint.
  • Arrange transportation of approved animals to local emergency medical facilities.
  • Create and check lost reports; assist customers seeking lost pets and make 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 of potential animal abuse or neglect cases.
  • Answer questions for customers interested in adopting and direct them toward available animals and the adoptions team.
  • Perform general office duties, including answering telephones, data entry, and educating the public on companion animal ownership.
Requirements
  • Excellent customer care and communication skills.
  • Knowledge of and experience in handling domestic and wild animals preferred.
  • Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted.
  • Ability to perform strenuous physical activity on a daily basis.
  • Comfortable working with cats, dogs, small animals, reptiles, fish, and wildlife.
  • Ability to deal with emotionally charged situations and carry a fast-paced workload.
Education and Experience

High School diploma or GED required. Experience in animal care or customer service preferred.

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