Oct 14, 2018
REPORTS TO: Director of Placement and Customer Care DIVISION: Operations DEPARTMENT: Placement and Customer Care PROGRAM: Placement and Customer Care JOB DESCRIPTION SUMMARY/OBJECTIVE The Placement and Customer Care Assistant works with the customer service, alternative placement, and adoptions departments to provide assistance with placement of animals. SUPERVISORY RESPONSIBILITIES: None JOB DUTIES AND RESPONSIBILITIES As assigned, work in all aspects of the Placement and Customer Care Departments as assigned by supervisor. Assist with Alternative Placement foster care and transfer departments as assigned. Provide care for kittens in foster room. Maintain inventory and supplies. Prepare supplies for foster families and coordinate distribution of those supplies. Assist foster volunteers with initial vaccination appointments and continued animal needs. Schedule vaccines. Meet with foster families and transfer groups during pickup and drop off of animals. Assist transfer program with on-boarding of new animals as assigned. Assist Adoptions program. Facilitate the process of adopting a pet when assigned. Provide customers with information as appropriate and known about animal they are interested in including behavior, age, breed, sex, medical and about PHS policies and programs and animal welfare. Socialize animals with potential adopters and other animals as appropriate. Assist the transfer, foster, employ-a-cat and mobile programs as needed and assigned. Identify animal care, behavior and health needs; document and report to the appropriate department. Work with care department to ensure the highest standards of day to day care. Maintain documentation and record keeping for adoptions and care as required. Ensure safe and humane animal handling at all times. Respond to email, phone, web, or in-person inquiries regarding placement programs. Answer questions and provide educational information using great customer service techniques to assist customers with pet ownership needs and to guide them to PHS programs, services, and collateral. • Proactively address customer needs and ensure a high quality of customer care is given. Assist volunteers and support trainings in the placement and customer care program. Represent PHS at outside meetings, liaison with other organizations and contractors/partners as needed. Perform duties and offer support of the front desk customer care program as assigned. Maintaining records and information. Ensure 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 Society’s programs, policies and philosophies. Address customer complaints. Uphold Pasadena Humane Society’s mission and contribute to building a culture of philanthropy. Ensure a safe working environment and actively participate in PHS safety programs. Participate as needed in special department projects. Work as a team member with other departmental managers. Perform other duties as assigned. REQUIREMENTS AND QUALIFICATIONS Must interact positively with supervisor, management, coworkers, volunteers, and the public to promote a team effort and maintain a positive and professional approach. Must come to work regularly and on time, follow directions, take criticism, get along with coworkers and supervisors, treat coworkers, supervisory staff, members and guests with respect, courtesy, and refrain from abusive, insubordinate and/or violent behavior. Must be able to work independently with minimal supervision. SKILLS AND QUALIFICATIONS Must be compassionate and have the ability to work well with animals and people. Must have a positive attitude when problems arise is essential. Must have good verbal and written communication skills. Minimum education of high school graduate (or GED/proficiency certificate). Must be at least 18 years of age at the time of appointment. Outgoing customer service oriented person. Tactful and considerate of adopters and co-workers. Excellent knowledge of dog, cat, rabbit, and other pet breed characteristics, temperament, training, and handling is a must. Proficient in computer applications, including the shelter system, Microsoft suite and email. Strong sense of professional judgment and ability to maintain confidentiality.
Pasadena Humane Society & SPCA Pasadena, CA, USA Administration / Clerical