Customer Care Associate
About The Position
The Customer Care Associate role is an exciting opportunity to play a key part in strengthening the human-animal bond at one of the oldest animal welfare organizations in the country. 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. East Bay SPCA is a 501(c)3 non-profit committed to the welfare of dogs and cats in Alameda and Contra Costa Counties. Our mission is to transform the lives of cats and dogs by enriching the human-animal bond through respected and accessible expertise. Established in 1874, East Bay SPCA has a long history of compassionate care and receives no funding from any national organizations. You can find more information about East Bay SPCA on our website at www.eastbayspca.org.
Requirements
- 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.
- Treats all animals humanely, with compassion and concern, both on and off the job.
- High school graduate or equivalent.
- Pre-employment background check and drug screening required.
- Reliable transportation required.
Nice To Haves
- Familiarity with Shelter Buddy shelter software program desired.
- Experience working in an animal shelter or veterinary clinic is highly desirable.
- Multilingual fluency preferred.
- A valid CA driver’s license and evidence of insurability strongly desired.
Responsibilities
- Provide an excellent client experience to all in a professional, courteous, and timely manner.
- Assess client needs to triage correctly.
- Introduce clients to animals that are available for adoption and facilitate adoption matches between people and animals.
- Field and triage phone calls and emails; schedule appointments; assist clients; process adoptions, attempt owner reunification for stray animals, and other animal intakes and outcomes in conjunction with partner agencies and Animal Control officers.
- Receive and process donations.
- 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 provide education to 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.
- Deliver excellent customer service, at all times, including while facilitating, conducting, counseling for, and returns, surrenders, and during other customer interactions.
- Responsible for the timely opening and closing of the reception areas, including preparation of the area for receiving customers.
- Ensure all monetary transactions are accounted for and match the amount on the end of day reports before submitting to customer care supervisor or closing manager, daily.
- Assist with training 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.
- 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.
- Performs other duties as needed.
Benefits
- Medical and dental benefits are fully covered, along with optional vision coverage.
- 401(K) Retirement Plan featuring a 3% company contribution
- life insurance
- short-term and long-term disability insurance
- Employee Assistance Program
- generous paid time off, starting at 120 hours per year, increasing to 160 hours after 5 years, and 200 hours after 10 years
- 80 paid holiday hours annually
- an additional personal holiday after one year
- waived pet adoption fees
- discounted veterinary care
- behavior and training classes
- up to $75/month public transit/vanpool commuter reimbursement
- various industry discounts, including Pet Food Express
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
