What are the responsibilities and job description for the Customer Care Partner position at St. Hubert's Animal Welfare Center?

Job Description

Job Summary :

Under the direction of the Customer Care Manager, the Customer Care Partner (CCP) provides an excellent customer experience for all stakeholders. Welcomes members of the public in person and on the phone at the front desk and provide knowledgeable answers and support, processes intakes and adoptions, and assist with animal care to ensure a healthy environment. May help other departments, including medical and behavior, as needed. A CCP will be a detail-oriented and non-judgmental team player who is energized by contact and conversation with people.

Essential Duties & Responsibilities :

1. Front Desk

A. Provide prompt and courteous service to all callers and visitors on a wide variety of topics including St. Hubert’s programs.

B. Greet all incoming visitors in a welcoming and professional manner.

C. Perform daily duties and responsibilities including answering phones, computer data entry, providing resources to the public.

D. Assist with dog field trips as needed.

E. Ensure cleanliness and organization of front desk and lobby area.

F. Provide prompt, courteous service to customers inquiring about shelter policies and programs.

G. Resolve customer service complaints, questions or concerns, under the supervision of the Customer Care Manager.

H. Ensure office and printer / copier supplies are ordered, replaced as needed and stocked.

I. Read and respond to St. Hubert’s email daily and respond in a timely fashion.

J. Record and forward phone messages to other departments.

K. Provide reports as needed to the Customer Care Manager.

L. Report on maintenance / repair issues to the Customer Care Manager and Facilities Department via Upkeep system.

M. Assist St. Hubert’s volunteers as needed.

2. Adoptions

A. Conduct adoption counseling and processing of all documents and protocols.

B. Write animal biographies that accurately describe the animal and will attract potential adopters.

C. Work with potential adopters both in person and by email and phone.

3. Animal Care

A. Maintain a high standard of animal care and welfare, which includes providing scheduled feeding, medications, clean water always, proper bedding, and enrichment toys.

B. Properly clean and sanitize kennels, rooms, cages, equipment, and areas of shelter as assigned, according to St. Hubert’s Standard Operating Procedures.

C. Bathe or clean animals on a regular basis or immediately if they become soiled.

D. Exercise and socialize with animals on a regular basis while abiding by St. Hubert’s dog walking policies.

E. Observe and document unusual behavior, signs of illness, and any injury of an animal daily.

F. Communicate vital information to medical, behavior, and adoption departments as needed.

G. Restrain, confine, and handle animals, including those which are ill, injured, quarantined, and aggressive.

Ensure compliance with St. Hubert’s policies and procedures.
Always represent St. Hubert’s in a professional and courteous manner. Provide quality service to the public, volunteers, and employees recognizing their individual contributions to the success of the organization.
Perform other duties as assigned.

Qualifications and Requirements :

Exemplary customer service skills and knowledge of the best practices, techniques or procedures.

Exceptional attention to detail and organizational skills with the ability to multitask.

Highly motivated and creative with experience and a passion for connecting with current and future clients.

Able to work well under pressure, in emotionally charged situations, and handle confrontation politely and professionally while finding a solution.

Ability to positively interact with colleagues, coworkers, and community members from widely varied backgrounds with integrity and honesty throughout all facets of the position, always maintaining confidentiality.

Reliability, a high level of integrity, and punctuality are essential.

Ability to exhibit sound judgment and handle confidential matters.

Ability to follow direction and work effectively, both independently and in a team environment.

Excellent written and verbal communication skills; bilingual is a plus.

Phone and computer literacy with proficient use of programs including Microsoft Office programs, email, internet and database management software.

The ability to be a team player with a positive, can-do and proactive approach, like working in a fast-paced environment.

Love of animals and ability to interact with them in a calm, non-threatening manner.

Knowledge of and ability to handle domestic, exotic, and wild animals preferred. Knowledge of restraint, handling techniques, and general animal safety practices preferred.

Ability to manage emotional aspect of work in an animal shelter environment in a positive professional manner.

Passion for St. Hubert’s mission, and for caring for all animals regardless of age, breed, temperament, or species, and supporting and educating members of the public, free of judgment or bias.

Ability to possess and maintain a valid driver’s license in good standing.

Physical Requirements and Work Environment :

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. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential functions.

Ability to lift 50 pounds unassisted regularly, 50 pounds assisted.

Regularly sits at a computer station and operates electronic equipment.

Ability to perform strenuous physical activity daily, including but not limited to lifting and carrying, reaching, stooping, squatting, and bending. Regularly moves about the facility to coordinate work. Typically stands, bends, stoops, and crouches while working special events.

Ability to be comfortable working with cats, dogs, small animals, reptiles, fish, and wildlife.

Due to the nature of shelter work, they may be exposed to deceased, fractious, or aggressive animals; common allergens; hostile or irate persons; zoonotic or other diseases; unpleasant noises, odors, or sights; and extreme temperatures.

Education and Experience :

Minimum of 18 years of age.

Basic familiarity with computers, MSWord, MS Outlook, and Microsoft Office.

Minimum 1 year of progressively responsible and hands-on experience in customer / client service environment.

Salary premium may be offered for multilingual candidates proficient in Spanish, French and Mandarin.

St. Hubert's is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them.

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