Animal Resource Associate - Full Time

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THE MISSION

To lead the way toward a compassionate and caring community for all animals.

OUR VALUES

LEARNING: We commit to best practice and professional development through continuous education.

INTEGRITY: We value honest and transparent communication and decision making using evidence based practices.

COLLABORATION: We value teamwork in our organization and partnerships with our community to deliver exceptional service.

KINDNESS: We show compassion, care, respect and empathy to all animals and humans without prejudice or discrimination.

JOB TITLE: Resource Associate

FLSA: Non-Exempt

FT/PT: Full Time

SCHEDULE: Five days a week including weekends.

SUMMARY

Through transparent communication and resources, the mission of the Animal Resource Center is to inform and empower the public to support the animals in their communities.

The Resource Associate supports the welfare of the animals and community served by Pasadena Humane by acting as frontline team members in customer care. The Resource Associate will support the community in both the Animal Resource Center and the Call Center.

The Resource Associate works with members of the public, staff, and volunteers to assist with animal-related appointments, intakes, and reunifications and ensuring all general inquiries from the members of public are addressed. They support the community through high-quality customer service; delivery of public services; coordinated admissions; problem solving; offering alternatives to intake; providing resources to help keep animals in their homes and out of the shelter; and helping ensure the welfare of the animals in our community.

JOB DUTIES AND RESPONSIBILITIES MAY INCLUDE

• Greet each customer, ascertain what each customer wants or needs, and provide high-quality customer service.
• Respond to all general inquiries made over the phone, email, online chat, or text in a timely and efficient manner.
• Review all customer service emails, responding as appropriate, offering resources and solutions, routing to appropriate department or individual when necessary.
• Establish dialogue with members of the public who may want to surrender an animal (pet or wildlife) and determine how we can be of service.-Work to quickly reunite owned animals with their owners.
• Accommodate walk-ins who require immediate assistance, including sick or injured animals.
• Assist owners and staff with the handling of animals during intake.
• Process animals during intake using shelter management software and hands-on engagement with the animal.
• Anticipate customer care and animal intake issues before they become a problem; coordinate with colleagues and other departments to determine a plan of action for ameliorating these challenges.
• Prepare and handle paperwork and online forms for animal intakes.-Handle cash, credit card, and check transactions. Ring customers, enter discounts, process refunds, balance cash drawer, and make daily deposits.
• Create and ensure accuracy with animal/owner records.-Employ Fear Free methods when handling animals.
• Stay up to date with changes to internal protocol and procedure.
• Attend regular team huddles.-Successfully complete continuing education training; share and implement new ideas and procedures.-Work effectively with a team of colleagues from diverse professional, cultural, and community backgrounds.
• Practice customer service that promotes hospitality, empathy, and tangible solutions.
• Show compassion, care, respect, and empathy to all animals and humans without prejudice or discrimination.
• Practice and encourage direct constructive communication.
• Deliver a positive, educational approach to customer service with a goal of educating the public and keeping animals in homes as appropriate. Promote positive relations with the general public, volunteers, and staff while promoting the Pasadena Humane’s programs, policies and philosophies. Address customer complaints with kindness and professionalism.
• Uphold Pasadena Humane’s mission and contribute to building a culture of philanthropy.
• Ensure a safe working environment and actively participate in Pasadena Humane safety programs.
• Participate as needed in special department projects.
• Perform other duties as assigned.

REQUIREMENTS AND QUALIFICATIONS

Education and Experience

• HS Diploma, GED or Proficiency Certificate
• 1 year of experience working in any of the following: animal welfare, animal rescue, or customer service
• Well-developed interpersonal, public speaking, and written skills.
• Excellent communications and proven organizational ability.
• Ability to perform multiple tasks and manage several projects simultaneously.
• Proficient in computer applications, databases, Microsoft and Google suites, and email.
• Strong sense of professional judgement and ability to maintain confidentiality.
• Cultivate and maintain positive relationships with supervisor, leadership, coworkers volunteers and the general public – promoting a strong collaborative team approach.
• Must come to work regularly and on time, foster collaborative relations with coworkers and supervisors - treating coworkers, supervisory staff, members and guests with respect, courtesy. Refrain from abusive, insubordinate and/or violent behavior.
• Must be able to work independently with minimal supervision.
• Ability to lift up to 50lbs.
• Bilingual (English/Spanish) a plus

Skills & Qualifications

• Must have strong pattern recognition skills and attention to detail
• Able to follow written protocols
• Able to communicate effectively verbally and in writing
• Self-motivated, able to initiate and complete tasks alone or as part of a team
• Computer literate, comfortable working in a paperless environment, able to learn to use new software in a short period of time
• Proficient in computer applications, including the shelter system, Microsoft suite and email.
• Strong sense of professional judgement and ability to maintain confidentiality.
• Experience handling domestic animals and/or wildlife in a medical, zoological, rehabilitation, agricultural or research setting strongly preferred
• Knowledge of normal cat and dog behavior strongly preferred
• Knowledge of wildlife such as species identification, diets, common illnesses and husbandry preferred
• Knowledge of low stress handling and restraint techniques for domestic animals and wildlife preferred
• Provide verification that of fully vaccinated status against COVID-19, OR Valid medical or sincerely held religious belief exemption

WORKING CONDITIONS

Fast-paced environment. Employees are exposed to numerous animals (living and deceased), including those with uncertain dispositions. They are required to act in a safe and responsible manner.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Pasadena Humane is an Equal Opportunity Employer. It is our policy not to engage in discrimination against any individual, or harassment of any person seeking employment with our organization on the basis of race, color, national origin, religion, sex, gender identity, pregnancy, physical or mental disability, medical condition, ancestry, marital status, age, sexual orientation, citizenship, genetic information or status as a covered veteran including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. This policy applies to all employment practices, including recruitment, selection, promotion, transfer, merit increase, salary, training and development, demotion, and separation. This policy is intended to be consistent with the provisions of applicable State and Federal laws. Federal law requires proof of citizenship or "alien right-to-work" status. Pasadena Humane maintains a drug-free workplace and performs pre-employment substance abuse testing.