What are the responsibilities and job description for the Call Center Client Representative /Pet Adoption Counselor position at Cat's Cradle of the Shenandoah Valley, Inc.?
Cat’s Cradle of the Shenandoah Valley is seeking a Call Center Client Representative/Pet Adoption Counselor. The preferred hiring range for this position is $16.00 per hour.
The ideal candidate will be outgoing and have the ability to provide a positive experience, matching prospective adopters with the perfect family member. The candidate will need to have excellent listening skills and be able to work closely with team members and volunteers to schedule animals for adoption events. This position will also greet and assist visitors, volunteers and potential adopters in addition to office duties including the answering of phones and maintaining records and cleaning/animal caretaking. The Adoption/Phone Counselor will work directly with the public and help interested individuals through the application, screening, and adoption process.
This is a great position for someone who loves helping pets and people, and is extremely organized and results-driven! The person in this role will assist clients via telephone and will be a vital role in the counseling programs for Adoption, Pet Retention, Spay/Neuter, and Trap-Neuter-Release (TNR).
This position will work at our Downtown Center in Harrisonburg along with offsite adoption events in Waynesboro.
Experience with animals and the ability to actively listen is helpful in order to provide appropriate knowledge-based advice for each client. Exceptional and compassionate customer service skills, and the ability to effectively multi-task, is essential. Must be computer literate in using, but not limited to, Word, Excel, email and internet browsers, and must have the ability to learn and use various web-based database programs, including but not limited to Shelter Luv. Weekday and weekend hours required.
The Adoption/Phone Counselor will:
- Answer incoming calls to Cat’s Cradle at the Downtown Center.
- Negotiate Co-pays for Medical and Spay/Neuter Assistance.
- Book Cat Café Appointments
- Keep Coffee Station Stocked and Clean
- Ensure voicemails are promptly returned by the end of each shift.
- Assist clients via telephone regarding their requests, including but not limited to, Adoption, Spay/Neuter, Pet Retention, and TNR Programs.
- Explain various options to clients in an easy-to-understand manner.
- Manage expectations of clients who may be in various situations with their beloved pets, including requesting medical assistance, spay/neuter, general cat/kitten care advice, and more.
- Have the ability to handle multiple types of situations, including those that include difficult topics and challenging situations.
- Work with fosters and the foster coordinator to set up visits with potential adopters at adoption events.
- Screen potential adopters by reviewing applications.
- Review animal medical records and file/update necessary paperwork, including electronic records.
- Educate owners about proper pet care.
- Train and supervise volunteers.
- Coordinate adoption events at off-site locations.
- Handle animals, clean animal areas, provide animal care and monitor animals at adoption venues and Downtown Center.
- Set up adoption events and process adoption fees.
- Assist with the marketing of adoptable animals (including the use of social media platforms), creating adoption promotions, answering phones.
- Follow standard operating procedures to ensure protocols are adhered for various situations, including scheduling veterinary appointments, follow-up phone calls with clients, and more.
- Keep downtown center tidy and keep windows clean.
- Other duties as assigned.
Skills Required
- Excellent communication skills
- Knowledge of Open Animal Adoption process
- Ability to work with and manage volunteers
- Experience with creating promotions and marketing campaigns
- Knowledge of animal behavior and health
- Experience working with the public in customer service or sales.
Cat's Cradle is an Equal Opportunity Employer.
Job Type: Part-time
Pay: $16.00 - $17.00 per hour
Expected hours: 15 – 35 per week
Benefits:
- 401(k)
- Health insurance
- Paid time off
Schedule:
- Varying shifts
- Day shift
Work Location: In person
Job Type: Part-time
Pay: $16.00 - $17.00 per hour
Expected hours: 15 – 32 per week
Benefits:
- 401(k)
- 401(k) matching
- Paid time off
Schedule:
- Day shift
- Evening shift
- Morning shift
Work Location: In person
Salary : $16 - $17