Customer Service Specialist - WCRAS

• • Respond to incoming phone calls, emails, and website chat messages in a timely, courteous, and professional manner
  • Provide accurate information regarding animal services, shelter programs, adoption procedures, licensing, lost and found pets, community resources, and other shelter-related programming
  • Provide compassionate assistance to community members who may be experiencing stressful or emotional situations involving pets
  • Assist community members with reporting lost or found pets and offer guidance on available reunification resources
  • Support adoption and foster inquiries by providing information on available pets, program requirements, and next steps
  • Monitor and respond to website chat platforms during assigned hours to provide real-time customer service support
  • Triage customer inquiries and route calls or messages to the appropriate staff or department when necessary
  • Document customer interactions and service requests in the designated management system
  • Escalate complex or sensitive situations to the Animal Services Supervisor when appropriate
  • Maintain clear and consistent communication with internal staff to ensure efficient resolution of inquiries
  • Collaborate with shelter staff to help foster a positive and cooperative relationship between the organization and the community
  • Maintain current knowledge of shelter policies, procedures, and programs
  • Support the shelter’s lifesaving mission by promoting positive public engagement and encouraging collaboration between community members and the shelter
  • Perform other administrative or customer service duties as assigned

ORGANIZATION RELATIONSHIPS

• Reports directly to – Animal Services Supervisor

• Direct Reports – No

PHYSICAL DEMANDS

• Position involves prolonged standing, walking, twisting, bending, stooping, kneeling, reaching, pushing, pulling, and other fine motor repetitive motions?

• Position requires grasping, repetitive hand movement, and fine motor coordination?

• Position involves lifting and carrying of animals and equipment weighing up to fifty (50) pounds, or up to one hundred (100) pounds with assistance, and exertion of up to twenty-five (25) pounds of force to move objects?

• Position involves hearing and/or seeing alert cues regarding animal and staff security

• Position involves maintaining composure in a high-stress environment

ENVIRONMENTAL FACTORS

• Work tasks are conducted indoors and outdoors?

• May work outside in inclement weather, including extreme heat, cold and wet conditions?

• Frequent handling of animals, including contact with waste and blood?

• Exposure to unpleasant smells and a noisy and wet environment associated with a shelter?

• Frequent exposure animals that are agitated or injured that may attempt to bite or scratch

• Position involves working in a high-volume, fast-paced environment

• Position involves working with distressed individuals

• High school diploma or equivalent 

• One (1) year previous experience in customer service, call centers, or public-facing roles 

• Knowledge of Microsoft Suite and industry related technology 

LICENSES AND CERTIFICATIONS

  Required within thirty (30) days of employment

• Valid driver’s license

PREFERRED QUALIFICATIONS 

• Experienceworking or volunteering with animal welfare organizations?

• Bilingual (Spanish)

EMPLOYMENT TESTING 

Employment is contingent on passing any post-offer pre-employment screening as listed below:

• Criminal background check: Yes

• Motor Vehicle Record check: Yes

• Drug screening: Yes

• Physical exam: No

• Psychological exam: No

• Additional: N/A