Customer Care Associate

The Customer Care Associate role is an exciting opportunity to play a key part in strengthening the human-animal bond at one of the oldest animal welfare organizations in the country.

The Customer Care Associate (CCA) is responsible for providing the highest quality customer care for all clients that visit, email, or call East Bay SPCA. Our CCAs provide a welcoming first impression of our organization and, through exceptional customer service, help families find their new animal companions. Customer Care Associates are skilled at offering individualized care for all clients who contact us for assistance with their animal-related needs. The CCA is also responsible for basic animal care (feeding and cleaning) and disease control in all assigned animal habitats and kennels.

East Bay SPCA is a 501(c)3 non-profit committed to the welfare of dogs and cats in Alameda and Contra Costa Counties. Our mission is to transform the lives of cats and dogs by enriching the human-animal bond through respected and accessible expertise. Established in 1874, East Bay SPCA has a long history of compassionate care and receives no funding from any national organizations. You can find more information about East Bay SPCA on our website at www.eastbayspca.org.

Category: Full-time; Non-exempt
Location: Oakland
Reports to: Customer Care Supervisor/Shelter Operations Director
Benefits: East Bay SPCA offers a comprehensive benefits package designed to support the well-being and future of our employees. Medical and dental benefits are fully covered, along with optional vision coverage. Employees can plan for their future with a 401(K) Retirement Plan featuring a 3% company contribution, life insurance, short-term and long-term disability insurance, and an Employee Assistance Program. The company also provides generous paid time off, starting at 120 hours per year, increasing to 160 hours after 5 years, and 200 hours after 10 years, plus 80 paid holiday hours annually and an additional personal holiday after one year. Employees enjoy extra perks such as the Pets at Work Program, waived pet adoption fees, discounted veterinary care, behavior and training classes, up to $75/month public transit/vanpool commuter reimbursement, and various industry discounts, including Pet Food Express.

Responsibilities

• Provide an excellent client experience to all in a professional, courteous, and timely manner.
• Assess client needs to triage correctly.
• Introduce clients to animals that are available for adoption and facilitate adoption matches between people and animals.
• Field and triage phone calls and emails; schedule appointments; assist clients; process adoptions, attempt owner reunification for stray animals, and other animal intakes and outcomes in conjunction with partner agencies and Animal Control officers.
• Receive and process donations.
• Maintain well-organized, properly stocked, and clean reception desk area, lobby, and adoption hall; keep tidy the donation bins and adoption give-away area, remove trash and recycling, and spot clean throughout the day.
• Inform and provide education to customers on responsible pet ownership, general animal care and welfare within the scope of East Bay SPCA training.
• Responsible for maintaining accurate and timely physical and electronic records including, but not limited to, processing incoming and outgoing animal transactions, entering animal treatments, and documenting customer notes.
• Deliver excellent customer service, at all times, including while facilitating, conducting, counseling for, and returns, surrenders, and during other customer interactions.
• Responsible for the timely opening and closing of the reception areas, including preparation of the area for receiving customers.
• Ensure all monetary transactions are accounted for and match the amount on the end of day reports before submitting to customer care supervisor or closing manager, daily.
• Assist with training customer care volunteers.
• Implement marketing efforts for the Oakland adoption center, including but not limited to promotion of programs and services to visitors, participation in special events, and soliciting donations.
• Assist animal care staff as appropriate and assigned, including performing routine, daily, animal care tasks (diet preparation, feeding, cleaning, potty breaking, etc.) for all shelter animals.
• Performs other duties as needed.

Qualifications

• Proven experience delivering exceptional customer service.
• Ability to think critically, multi-task and succeed in a fast paced, emotionally charged, environment with a positive attitude while fostering empathy with clients and coworkers.
• Basic math, reading, and writing skills including the ability to: comprehend and write simple instructions, short correspondences, and memos; use grammatically correct English; and accurate cash reporting.
• Animal care knowledge of domestic animals including breeds, behavior, appropriate care and housing, common health problems, disease symptoms, and handling techniques.
• Proven organizational skills and demonstration of excellent, clear, and effective written and verbal communication skills with a diverse population, including coworkers and others.
• Proficient in Microsoft Office applications. Familiarity with Shelter Buddy shelter software program desired.
• Treats all animals humanely, with compassion and concern, both on and off the job.
• Experience working in an animal shelter or veterinary clinic is highly desirable.
• Multilingual fluency preferred.
• High school graduate or equivalent.
• Pre-employment background check and drug screening required.
• Reliable transportation required. A valid CA driver’s license and evidence of insurability strongly desired.

Working Conditions

• Work is performed in an animal shelter environment with exposure to detergents, cleaning products, wet and humid environments, and seasonal outdoor conditions.
• Must be competent handling dogs and cats of all sizes, ages, and temperaments. Requires the ability to leash, walk, and maintain control over large and extra-large dogs, which can include dogs 90 pounds and over.
• Weekend work required; must be available to work evenings, holidays, and occasional overtime as needed.
• Animal contact and related injuries, including bites and scratches, may occur. May occasionally handle sick, injured, or deceased pets.
• Noise exposure varies and often includes uncontrolled barking and other animal vocalizations.
• Animal waste contact, smells, and visual exposure are prevalent.
• May be able to lift 50 pounds on a frequent basis and occasionally lift up to 75 pounds with assistance.
• Must be able to push and/or pull over 50 pounds occasionally.
• Frequent standing, walking, bending, twisting, crouching, kneeling, and stooping.
• Eligible and approved drivers may transfer animals between all East Bay SPCA campuses and offsite locations (fleet vehicle provided or mileage reimbursement if using personal vehicle).