Pet Support Services Counselor

The Animal Foundation•Las Vegas, NV

10d

About The Position

The Pet Support Services Counselor interacts with guests to answer inquiries about the organization’s services and policies, provides resources to help owners keep their pets, and supports the care of animals during initial shelter intake. The role handles guest communications and appointments, records and processes incoming animals, performs applicable intake procedures, and assists with animal care and enrichment. It also processes return-to-owner transactions and helps maintain required forms and supplies. The position works as part of a service-focused team in a culture of continuous improvement and is expected to support the organization’s mission and culture of philanthropy.

Requirements

High school diploma or GED minimum.
At least one year of customer service experience.
Equivalent combinations of formal education and appropriate related experience may be considered.
May hold a valid driver’s license for at least three years and maintain an acceptable driving history.
Knowledge of customer service principles and practices.
Basic knowledge of administrative practices and procedures.
Basic computer skills, including MS Word, MS Excel, Google Chrome, and Google Apps.
Ability to deal effectively with co-workers and the public in person and over the phone.
Effective oral and written communication skills.
Correct business English, including spelling, grammar, and punctuation.
Animal handling skills and ability to read animal body language.
Physical ability and mobility to walk, reach, climb, balance, stoop, kneel, crouch, and crawl.
Ability to lift and/or move materials weighing up to 50 pounds frequently and 75 pounds occasionally.
Vision to read printed materials; stamina to sit and work at a computer for extended periods; and hearing and speech to communicate in person or by telephone.
Ability to work with continuous exposure to animals, animal waste, pet dander, peanut butter, cleaning chemicals, high noise, potentially hazardous conditions including animal-bite risk, and occasional extended outdoor work in cold and extremely hot temperatures.
Ability to clearly articulate organizational goals, participate in outstanding guest service, and accept responsibility for maintaining the organization’s culture of philanthropy.

Responsibilities

Answer guests’ questions and provide accurate information about The Animal Foundation’s policies and procedures in person and by telephone.
Provide resources and referrals for pet owners needing assistance.
Obtain and maintain detailed records for animals entering the shelter.
Triage incoming animals; ensure animals receive identification numbers through the Chameleon software system, take and upload arrival photos, perform applicable Parvo tests, verify deaths or administer vaccinations, and create kennel cards.
Assist guests with setting appointments.
Receive incoming calls, check voicemail throughout the day, and make follow-up calls to provide accurate and timely information.
Handle a variety of animals throughout the day.
Clean kennels according to proper cleaning protocols.
Process return-to-owner transactions, including arranging microchips if needed, confirming vaccinations are current, issuing licenses and rabies vaccination certificates or tags when absent, and ensuring animals are spayed or neutered or authorized to remain intact by the applicable Animal Control department.
Ensure necessary forms and supplies are available and adequately stocked.
Dress appropriately to project a positive image to the public.
Suggest ways to improve organizational efficiency and effectiveness and participate actively as a work-team member.
Provide responsive, meaningful, and compassionate service to all guests.
Support high participation by animals in enrichment activities, including in-kennel enrichment and running for playgroup.
Perform other duties as assigned.