Customer Care Representative
About The Position
The Inland Valley Humane Society & SPCA is dedicated to rescuing and protecting companion animals, providing for their wellbeing, creating opportunities for adoptions, reuniting animals with their families, and offering community support and education for responsible and humane animal care. This Customer Care Representative position is responsible for providing excellent, proactive, and professional service to the public while upholding the organization’s core values. The role involves direct interaction with clients via phone, email, and in person, answering questions about services, processing licensing, assisting with lost pets, and supporting the overall mission of animal welfare.
Requirements
- High school diploma or equivalent qualification.
- Minimum 1 year experience working in a shelter setting.
- Strong computer skills with the ability to prepare reports and maintain an efficient records system.
- Familiarity with Microsoft Office Suite (Word, Outlook, Excel) and shelter software.
- Self-directed with ability to work independently/meet deadlines in a fast-paced work environment with little direct supervision.
- Humane attitude towards animals.
- Support and represent IVHS & SPCA core values, programs, policies, and procedures.
- Must possess a valid driver’s license and clean driving record.
- Customer-centric, open-minded approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with an open adoption process.
- Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.
- Ability to work in a fast-paced environment with well-developed organization skills to juggle multiple competing tasks and demands.
- Exceptional organizational, analytical, interpersonal and conflict resolution skills.
- Ability to manage the emotional aspect of end-of-life services and humane euthanasia, and support staff in high emotion circumstances.
Nice To Haves
- Bilingual (English/Spanish/Mandarin) preferred.
- Experience working in an open-access shelter.
Responsibilities
- Presents a professional and friendly demeanor to clients at all times, smiling and greeting all upon entry to our care centers and thanking them for visiting upon departure.
- Provides prompt, well-informed, and enthusiastic greeting for all clients entering IVHS and determines the nature of each client’s visit.
- Provides thorough, professional, personalized, and sincere communications regardless of method of communication, offering solutions and seeking answers from leadership as needed.
- Interacts with the public via phone, email and in person to answer questions about services provided by IVHS.
- Checks voicemail and email accounts, promptly responding to all inquiries.
- Effectively and professionally communicates policies concerning intakes, adoptions, euthanasia, relinquishments to IVHS clients, members of the public, and other organizations.
- Works collaboratively with members of the public to assist in reuniting lost pets.
- Increases the number of pets returned to owners.
- Processes licensing for pets within IVHS’s jurisdiction.
- Acts as an ambassador of spay/neuter in a positive and open-minded manner.
- Assists with the maintenance and restocking of community pet food pantry.
- Responds to requests for help promptly, compassionately, and professionally.
- Handles cleaning of all work areas (i.e., urine, fecal matter, dirt, etc.).
- Performs other duties as assigned.
Benefits
- generous benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
