CARE ASSOCIATE, Shelter Shop, Customer Service

PASADENA HUMANE SOCIETY•Pasadena, CA

About The Position

As frontline team members, Care Associates in the Social Enterprise department provide excellent customer service in Pasadena Humane’s retail store assist clients with spay/neuter and vaccine services, donations, and pet licensing.

Requirements

High school diploma or GED equivalent.
Minimum 1 year retail, veterinary office or customer service experience required.
Very proficient in computer applications, Microsoft suite email, POS and multiple software and scheduling systems.
Knowledge of normal cat and dog behavior strongly preferred.
Must be able to work hours according to the needs of the department schedule, including weekends and holidays.

Nice To Haves

Retail experience and/or veterinary office experience is a plus!
Knowledge of low stress handling and restraint techniques for domestic animals preferred.
Bilingual (Spanish) preferred.

Responsibilities

Promote a positive relationship with the general public, volunteers, and staff while promoting programs, policies, and philosophies. Deliver a positive, educational approach to customer service with a goal of educating the public and keeping animals in homes as appropriate.
Address customer questions and concerns.
Interact professionally and politely with guests, staff, other departments and volunteers. Become an expert on store merchandise, answer and questions issues or concerns regarding product.
Open and close the store, maintain a clean and inviting environment.
Handle cash, credit card, check and gift card transactions. Ring customers, enter discounts, process refunds, balance cash drawer, and make daily deposits. Become proficient with Square software to process sales, balance cash drawer, calculate and reconcile daily receipts
Mark, arrange and display merchandise to promote sales, assist with inventory, and mark SKU’s. Clean store, shelves, counters, floors and tables.
Assist walk-in clients and fellow staff with license questions and processes. Process payments and handle funds for license sales and other programs as required. Calculate and reconcile all licensing sales receipts at the end of the day. Work with licensing staff for customer issues and inquiries.
Ask for and accept donations, license sales, and funds for other customer care programs. Accept In-kind donations. Assist donors with the completion of donation paperwork. Distribute donation paperwork to the correct departments. Distribute donated items per the list provided by Development.
Process online orders.
Check-in and out public animals on spay/neuter days and vaccine clinic. • Become proficient with the Clinic HQ system to process payments and enter accurate data to update records.
Assist with emails, calls, and in-person questions about spay/neuter and vaccines.
Work closely with health staff and the licensing department
Employ Fear Free methods when handling animals.
Practice customer service that promotes hospitality, empathy, and tangible solutions.
Practice and encourage direct constructive communication.
Collaborate with Volunteer Services.
Uphold Pasadena Humane Society’s mission and contribute to building a culture of philanthropy.
Ensure a safe working environment and actively participate in Pasadena Humane safety programs. Maintain cleanliness and an inviting environment in the Shelter Shop.
Participate as needed in special department projects.
Work as a team member with other departmental managers.
Proactively participate in Pasadena Humane special events and functions as assigned.
Perform other duties as assigned.