This position reports to the Animal Services Operations Manager and is responsible for greeting visitors, facilitating and conducting facility tours, and visits with pets. Assists in matching pets with adopters, fosters, and rescues and provides counseling and problem-solving about animal-related concerns, resource consultation and referrals, and education. Assists with providing services to citizens and customers at the Pet Adoption & Resource Center, in-person, over the phone or by email.
The position also works with volunteers to support and guide their activities related to animal handling. The position requires exceptional skill and tact with persuasive oral communication; exercising good judgment, knowledge of animal health, behavior, and welfare; familiarity with local ordinances and resources; excellent animal handling skills; excellent interpersonal and teamwork skills, orientation to detail and organization, basic record keeping, and time management skills.
The position also manages electronic records and files, enters data, manages an online appointment scheduling system, collects payments, and performs related duties. The ideal candidate will possess excellent oral and written communication and interpersonal skills, be knowledgeable about modern animal welfare best practices, and be skilled with navigating animal welfare issues and concerns involving domestic animals. The ideal candidate must also be skilled in using modern office technology and related computer software systems and applications in facilitating their work. They must work well collaboratively as well as independently and enjoy working in a public animal welfare environment. Regular work schedule is typically 8 am - 5 pm and includes some weekdays and Saturdays.
- Greets and assists visitors.
- Facilitates and conducts facility tours and visits with pets.
- Provides excellent customer service and counseling related to pet acquisition.
- Provides pets with prescribed behavioral enrichment activities.
- Supports and guides volunteers.
- Responds to customer inquiries and concerns received through incoming calls, emails, social media, and in-person.
- Provides problem-solving assistance and counseling about animal-related concerns.
- Connects customers to available resources, programs, and services that provide appropriate solutions to animal concerns.
- Manages appointment scheduling.
- Collect information and accurately enter data using Shelter Manager software.
- Collect fees for services.
- Prepare deposits.
- Conduct a daily inventory of pets in care.
- Prepare reports and records.
- Manage electronic files and records.
- Work effectively and collaboratively with staff, volunteers, other agencies, and placement partners.
- Assist individuals with lost pet recovery, pet adoption, and sterilization services.
- Photograph incoming animals and upload them to Shelter Manager.
- Supports co-workers with activities related to cleaning and maintaining animal enclosures, general areas of the facility, laundry, equipment, instruments, toys, etc.
- Perform related duties as assigned.
Education and Experience: Graduation from an accredited college or university with an associate degree in a related field and 1 year of work experience OR an equivalent combination of education and experience. Previous experience in a similar environment is preferred. Prefer candidates experienced with high-volume public contact work in an animal welfare or social/ human service environment.
Special Requirements- Valid Driver's License
- Rabies Certification (or obtain within the first six months of employment)
Physical Requirements and Working Conditions: Work typically involves periods of sitting, walking, standing, and repetitive motion involving frequent typing at a computer. Must be able to lift at least 25 pounds and handle animals as needed. Work may involve occasional exposure to potentially hazardous conditions such as aggressive animals and zoonotic diseases. Work in this position is primarily performed indoors.
Qualifications:- Skilled in critical thinking and problem-solving related to animal welfare issues and concerns presented by customers.
- Skill in providing courteous and professional communications.
- Knowledge of humane animal care, treatment, and animal services operations.
- Knowledge of laws, codes, and regulations pertaining to animal welfare and control
- Ability to exercise good judgment while working under pressure.
- Ability to establish and maintain effective working relationships with co-workers and the public.
- Ability to communicate effectively with the public.
- Skilled with communicating clearly and concisely, orally and in writing.
- Skilled with accurately completing and maintaining digital files, records, and forms.
- Skilled in handling money and deposits.
- Skilled in customer service and proper phone etiquette.
- Ability to read, interpret, and follow departmental rules, regulations, policies, and procedures.
- Ability to understand and carry out oral and written directions.
- Ability to be flexible in adapting to changes in priorities, assignments, and other interruptions.
- Ability to maintain positive, collaborative, and professional working relations with co-workers and community partners.
- Ability to appropriately handle and manage emotional stress.
- Knowledge and skill with modern office equipment, computer software, and other applications.
- Ability to be flexible in adapting to change, resilience in managing stressful situations, and setting personal boundaries that prioritize self-care.
- Skill with both English and Spanish languages (oral and written).
