Community Services Associate

HSSV•Milpitas, CA

9d•$21 - $23

About The Position

Love animals? Want to spend your day surrounded by wagging tails and soft purrs? Humane Society Silicon Valley (HSSV), a privately funded, 501(c)(3) non-profit, has been serving people and pets in Silicon Valley since 1929. HSSV is a leader in animal welfare through our lifesaving efforts, community programs, and the many ways we are working to move the animal welfare industry forward. Our mission is to save lives, keep families together, and create a better future for pets and their people. We are a passionate, high-performing team who believes that collaboration is key to our success. Our best work is achieved by leveraging each other’s strengths and creating opportunities for professional growth. Join a team that focuses on our key values of kindness, courage, and impact! Overview At the beginning of each animal’s story at HSSV, there is a Community Service Associate working with the people who have found stray animals, need to surrender a pet, lost a pet, need to euthanize a pet, have a spay/neuter/vaccine or medical appointment. This role also entails working with fosters, Pet Pantry and mobile clinic clients, and just about everything in between. The Community Services Associate is a customer-centric role that is highly collaborative, requiring exceptional customer service skills.

Requirements

Experience in customer service environment required; veterinary or animal related setting a plus.
Fluent in Spanish, Vietnamese, or Chinese a plus.
Demonstrated ability to actively listen, understand, and make effective decisions and drive successful conflict resolution.
Ability to multitask in a fast paced, emotionally sensitive, inclusive, environment while being flexible to changing needs and physical work locations.
Detail-oriented with an ability to follow directions as well as work independently with minimal supervision.
Outstanding interpersonal, written, and verbal communication skills with internal and external audiences in various communication styles and with multiple stakeholders.
Skilled in working with databases, scheduling appointment systems, word processing, spreadsheets, MS Office, etc.
Ability to comfortably work and interact with a variety of animals such as domestic pets; some animals may be aggressive, sick, injured, wild, or feral.
Ability to handle animals safely and humanely and frequently lift and carry animal transfer cages weighing up to 40lbs. Lead and control large animals and ability to sit and stand for extended periods of time up to 45 minutes.
Ability to lift and transport bags of food or donations weighing up to 40lbs.
Ability to travel, as needed for HSSV needs.

Nice To Haves

Experience in customer service environment required; veterinary or animal related setting a plus.
Fluent in Spanish, Vietnamese, or Chinese a plus.

Responsibilities

Foster a team environment by working to ensure everyone has an exceptional customer experience and animals are treated in a humane manner.
Perform work with a collaborative, can-do attitude; actively demonstrate empathy, compassion, consideration, and courtesy while presenting a positive image in all interactions.
Kindly and efficiently triage and problem-solve customer questions and needs (phone, email, and in-person) in a variety of onsite and offsite locations and events.
Ensure accuracy of recordkeeping for animals and day-to-day activities including behavioral evaluation, medical history and treatment information, pertinent history, and photographs.
Schedule, confirm, and track surgeries, follow-ups, and post-operative rechecks including accurately completing pre-and post-surgery records.
Safely transport animals as required and ensure animals are released to owners/fosters and post-operative instructions are shared.
Maintain a current understanding of resources available for animals through proactive communications with cross-functional teams.
Process incoming requests for pet support from beginning to end and assist with distributing food to pet owners.
Solicit donations from customers and maintain incoming monies and accuracy of the cash register including closing procedures.
Observe all ASV related protocols established by federal, local, and state law.
Other job duties may be assigned as needed.