Pet Support Center Specialist

KC Pet Project•Kansas City, KS

6d•Onsite

About The Position

The Pet Support Center Specialist provides customer service and pet support to Kansas City, Missouri, residents through KC Pet Project’s Pet Helpline and Pet Support Desk. The team helps community members address pet-related needs, including surrendering an animal, admitting a found animal, reuniting an animal with its owner, and identifying ways to keep a pet in its home. Specialists approach these interactions with empathy and compassion, help identify barriers and needs, and provide consultation, direct assistance, information, referrals, and follow-through. The Pet Support Center is part of KC Pet Project’s lifesaving mission and works to provide community-centered support without judgment. The role requires strong organization, attention to detail, listening and problem-solving skills, and the ability to remain calm under pressure. Specialists communicate with the public through phone, email, postal mail, and in-person conversations, maintain accurate records and paperwork, and coordinate with shelter and clinic staff. Work is typically performed at the KC Campus for Animal Care and involves animal handling as well as potential exposure to zoonotic diseases, noise, chemicals, and sharp objects. The schedule is four days per week, including both weekend days, from 9:00 a.m. to 7:00 p.m.

Requirements

High school diploma or equivalent.
At least two years of experience in customer service, retail sales, or social services.
Valid driver’s license and a driving record acceptable to the KCPP insurance carrier.
Ability to lift up to 50 pounds and perform extended periods of standing, bending, stooping, sitting, walking, reaching, and kneeling.
Ability to handle and care for animals of all sizes and activity levels using fear-free handling techniques, or willingness to learn those skills.
Ability to communicate effectively verbally and in writing with colleagues, supervisors, and the public.
Above-average communication and customer service skills; ability to use tact and maintain a positive, professional public image.
Ability to maintain confidentiality.
Organization, attention to detail, listening, and problem-solving skills; ability to stay calm under pressure.
Ability to navigate the emotional aspects of working in animal welfare.
Dependability, punctuality, and ability to complete assignments accurately and thoroughly.

Nice To Haves

Animal welfare or animal shelter experience.
Ability to speak Spanish; additional compensation is available for bilingual English/Spanish speakers.
Training and experience that demonstrate the knowledge and skills necessary for the position.

Responsibilities

Provide excellent, professional, caring, and solution-oriented customer service to the public.
Offer equitable and fair support, help remove barriers to pet ownership, and steward limited resources.
Support KC Pet Project’s lifesaving mission by soliciting donations, negotiating financial assistance, and assisting with client storytelling.
Maintain knowledge of community resources, animal control ordinances, and appropriate standards of care to help pet owners make informed decisions.
Identify barriers and provide consultation, support, direct assistance, information, and follow-through.
Answer pet owners’ and pet families’ questions and inquiries thoroughly and promptly.
Communicate respectfully and compassionately through email, postal mail, phone, and face-to-face interactions.
Refer pet families to outside resources as needed.
Process daily paperwork, deposits, and other essential processes accurately.
Maintain detailed and accurate records concerning animal histories, owner information, communications, forms, kennel cards, and case-management or Animal Services Division documents.
Coordinate appropriate care-related processes, including intake scheduling, vaccines, medical tests, communicating medical or behavioral concerns to clinic staff, owner relinquishment appointments, pet reunification, case management, and intake diversion.
Follow KC Pet Project organizational policies and procedures.
Perform other duties as assigned.