Customer Service Coordinator

Humane Society for Hamilton County • Fishers, IN

2d • Onsite

About The Position

The Humane Society for Hamilton County is seeking a Customer Service Coordinator to join their team. This is a hands-on leadership role for someone mature, dependable, people-smart, animal-focused, and steady under pressure. The Customer Service Coordinator will work alongside the Customer Service Manager to support, coach, train, and guide Customer Service Intake & Adoption Counselors, ensuring exceptional service for all visitors, adopters, donors, supporters, and community members. This role requires active participation in problem-solving, keeping the team on task, and acting as second in command when the manager is unavailable. The position is crucial for maintaining an organized, professional, and mission-focused customer service department.

Requirements

• At least 3 years of customer service experience.
• At least 3 years of supervisory experience.
• At least 2 years of animal welfare knowledge in a shelter, veterinary clinic, animal boarding, or similar environment.
• Strong computer skills, including Microsoft Office, email, and database/data entry systems such as PetPoint, Excel, or similar software.
• The ability to bend, stand, walk, and lift throughout a 10-hour shift.
• The ability to work nights and weekends.
• The ability to work around animal sounds, smells, allergens, and the natural distractions of a busy shelter environment.

Nice To Haves

• Embraces HSHC’s No-Kill philosophy and “whatever it takes” mindset.
• Strong customer service instincts and knows how to make people feel heard.
• Can lead by example and support a team in real time.
• Comfortable coaching, redirecting, and holding team members accountable.
• Can stay calm during emotional, stressful, or fast-moving situations.
• Communicates clearly and professionally with customers, coworkers, and managers.
• Comfortable working with both cats and dogs.
• Understands that animal welfare requires compassion, urgency, flexibility, and good judgment.
• Can multitask without losing track of the details.
• Takes initiative instead of waiting to be told what needs done.
• Not afraid to jump in wherever help is needed.

Responsibilities

• Greet customers and direct them to the correct area.
• Answer phones, retrieve messages, and route calls.
• Counsel potential adopters and match them with animals.
• Assist with adoption applications, overviews, intakes, outcomes, and paperwork.
• Train new and existing customer service team members.
• Support the daily workflow of the Customer Service Team.
• Ensure daily checklists, cleaning tasks, closing duties, and department protocols are completed.
• Reconcile cash drawer and credit card totals.
• Coordinate the monthly customer service schedule with the Customer Service Manager.
• Maintain clean, organized, and welcoming customer-facing areas.
• Provide guidance to employees during difficult customer situations.
• Handle escalated customer concerns, adoption questions, and stressful situations.
• Communicate concerns to the Customer Service Manager and other managers.
• Help maintain a clean, safe, disease-conscious environment.
• Participate in onboarding, training, hiring input, disciplinary conversations, and performance review feedback.
• Assist with HSHC events, activities, and off-site duties.
• Perform all duties of Customer Service Attendants when needed.

Benefits

• Medical Insurance (HSHC pays a flat amount toward individual medical premium; coverage starts the first of the month after hire date; multiple plans through Anthem BC/BS available)
• Dental & Vision Insurance (coverage starts the first of the month after hire date; premiums are not covered by HSHC)
• Life Insurance (complimentary)
• Generous Paid Time Off (accrues from first day)
• 401(K) Matching
• Employees Paid Weekly
• Professional Development & Career Planning
• Long/Short Term Disability
• FSA/HSA
• Employee Assistance Program
• Identity Theft Protection
• Mental Health Services
• Retirement Planning
• Annual Vaccines
• Monthly Preventatives
• Diagnostic Testing
• Prescription food and medications with a current DVM prescription (some exceptions apply)
• FREE X-Rays when staff time permits and no sedation is required (does not include cost to read results, some exceptions may apply)
• FREE Pet Supplies when available

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed