Customer Service and Animal Care Provider

Mountain Humane•Hailey, ID

2d•$20 - $25•Onsite

About The Position

Mountain Humane (in Hailey, Idaho) is on a mission to enrich the quality of life in our community by saving animals and changing lives. We do this through innovative programs that inspire and have impact beyond southern Idaho. The first “no-kill” shelter in the state of Idaho (in 1999), annually we help more than 7,500 animals and touch the lives of more than 5,000 people through our programs. We are proud to be a model for other animal welfare organizations and to be at the forefront of best-practices in non-profit management. JOB SUMMARY: The Customer Service and Animal Care Provider position serves in a dual role supporting both animal welfare and front-line guest services. This position works directly with the public and with shelter animals, helping to ensure a safe, sanitary, and humane environment for cats in Mountain Humane’s care. Animal care responsibilities include performing essential daily tasks to maintain animal health, comfort, and overall wellbeing. Customer service responsibilities include guiding prospective adopters through the application, screening, and adoption process, as well as supporting administrative functions such as answering phones, responding to emails, and providing general office assistance. Customer Service and Animal Care Providers are responsible for welcoming and assisting shelter visitors, volunteers, and potential adopters, and for creating a positive, compassionate, and professional experience for all who interact with Mountain Humane.

Requirements

High school diploma or equivalent required; experience in animal welfare, nonprofit operations, or customer service preferred
Two years of experience in customer service, animal care, and/or nonprofit settings preferred
Strong interpersonal and customer service skills with the ability to build effective working relationships with staff, volunteers, and the public
Excellent verbal and written communication skills
Demonstrated ability to manage multiple priorities in a fast-paced, physically and emotionally demanding environment
Ability to train, mentor, and provide guidance to volunteers
Strong administrative, organizational, and time-management skills with high attention to detail
Ability to exercise sound judgment, maintain flexibility, and work both independently and collaboratively
Proven ability to handle multiple tasks while maintaining a high standard of care and professionalism
Computer proficiency required, including working knowledge of Google Workspace (Docs and Sheets), Microsoft Office, and Windows-based systems
Ability to quickly learn and adapt to new software and operational systems
Commitment to Mountain Humane’s mission and a genuine compassion for animals regardless of condition
Ability to work respectfully and effectively with individuals from diverse racial, cultural, socioeconomic, and ability backgrounds
Positive, professional, and team-oriented approach to work
Flexibility and willingness to assist with organizational needs as required
Desire to learn and remain open-minded in a dynamic shelter environment
Must be at least 18 years of age
Animal handling required; while all adoptable animals have health and behavior screening, by nature of the industry, there may be occasional exposure to dead, injured, sick, unruly, and/or dangerous animals in addition to possible exposure to parasites and infectious diseases
May require driving of company vehicles. Must maintain a valid driver’s license and good driving record. Drivers information will be submitted to the carrier
Regular use driving of company vehicles; employees must be at least the age of 18
Occasional use driving of company vehicles; employees under the age of 18 must be preapproved by the carrier
Work day includes walking, standing, sitting, bending, squatting, lifting (occasionally up to 50 lbs), answering telephones, and using a computer, work with a variety of cleaning agents, and work in an environment with daily changes in climate
Potential exposure to high noise levels, allergens and chemical materials requiring OSHA Material Safety Data sheets

Nice To Haves

Bilingual (English/Spanish) skills are a plus

Responsibilities

Greet and assist visitors with impeccable customer service
Communicate and listen with tact and empathy
Provide information on Mountain Humane policies, values, mission, programs and events
Direct all impounds and surrenders to management staff
Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Mountain Humane
Willingness and ability to learn about animal behavior, common challenges, and ways to cope with challenges in order to match adopters with animals and keep animals in homes
Evaluate and gain an adequate understanding of adopter’s lifestyles and interests to adequately match adopters with Mountain Humane’s animal population
Impart accurate information to potential adopters
Provide behavior information and shelter approved training techniques to adopters as directed by the behavior team
Follow adoption guidelines in accordance with the Mountain Humane’s policies, procedures, and SOPs
Work effectively with the Mountain Humane team
Assist with answering phones, maintain shared trackers, and animal database record keeping
Assist with animal kennel cards and files
Print and stock office/administrative forms
Prepare adoption folders and bags
Assist with adoption follow-up procedures
Help with front office area cleaning
Notify departments of packages delivered to Mountain Humane
Maintain MH swag inventory and retail sales
Issue and send out Blaine County licenses according to Standard Operating Procedure
Treat all animals humanely, with compassion and concern, both on and off the job and transmit these values to others
Assist in the performance of the daily cat area routines
Perform daily sanitation of the cat areas according to the Mountain Humane policies and procedures
Assure all animals are cared for regarding food, water, daily exercise and appropriate living conditions
Monitor the health and behavior of animals and report to supervisor
Carry out implemented behavior enrichment programs
Marketing support; animal handling for photo shoots
Maintain a neat and well-groomed personal appearance
Wear supplied uniforms and closed toed shoes during all working hours
Comply with all facility safety protocols
Assist in maintaining overall facility cleaning standards
Carry out other duties as assigned by supervisor

Benefits

Generous paid time off allotment for vacation and personal reasons
100% employer paid medical and vision insurance for staff (with the option of upgrading the plan for an additional contribution)
100% employer paid dental insurance plan through Delta Dental
100% employer paid life insurance policy
Access to a 403(b) retirement account with a 3% matching employer contribution
Access to reduced cost veterinary care and pet supplies (including dog/cat food) for all employee-owned pets
An annual personal pet care allowance for veterinary products and services
A 40% discount at The Barkin’ thrift store in Hailey, and
Access to discounted membership at Gravity Fitness & Tennis in Hailey
Mountain Humane also provides funding for professional development opportunities and financial assistance for commuting employees.
For employees with federal student loans, Mountain Humane is also a qualifying employer for the Public Service Loan Forgiveness (PSLF) program!