Animal & Customer Care Associate

Job Title:Animal & Customer Care Associate

Job Status: Full Time; Non-Exempt (40 hrs/wk)

Reports To: Animal Care Manager

HSCC is committed to the well-being of animals and their families - our mission is to ensure that every pet has a loving home and that every pet owner has access to the resources they need to give those pets happy, healthy lives. You would be joining a dedicated, passionate, and collaborative team in an environment that fosters compassion and empathy for all living things, and a  workplace culture that supports this ethos. We realize that our staff is our greatest asset and we offer a competitive salary and a full benefits package including low-cost veterinary care.

Position Summary:

HSCC’s Animal & Customer Care staff (ACC) are responsible for two distinct but related sets of tasks: the daily care and cleaning of animals and their enclosures and providing an excellent customer experience. On average, there are 100 animals to care for each day, each having arrived under different, and often stressful, circumstances. HSCC strives to provide a healthy, comfortable space, which will allow cats, dogs and small animals to adjust to their new environment. Staff are expected to perform daily duties in accordance with set protocols to keep themselves, the animals, fellow staff members, visitors, and volunteers safe. We are looking for someone with compassion for animals and people, and a commitment to the mission, values, and goals of HSCC. This position requires mature customer service skills, attention to detail and dependability. 

Essential ANIMAL CARE Functions:

• Safely and comfortably handling a variety of domestic animals
• Cleaning and disinfecting animal rooms, cages, supplies (working with disinfectant, bleach, and other cleaners)
• Feeding and administering medications to animals
• Sorting and folding laundry, as well as operating commercial washers and dryers
• Sweeping, mopping, and vacuuming throughout facility
• Spending time with animals to provide comfort, assess behavior, and help ease stress
• Recording animals’ wellness, health and behavioral status on a daily basis; providing behavioral feedback to the management team
• Maintaining accurate, up-to-date location, status, medication, and feeding records for animals
• Learning and taking direction from contracted dog trainer, implement learned skills in the daily care and management of dogs
• Cleaning and maintaining dog play yards outside
• Performing animal intakes, entering records into ShelterLuv database and providing support to members of the public who are relinquishing animals
• Other responsibilities as directed

Essential CUSTOMER CARE Functions:

• Greeting all shelter visitors in a friendly, courteous, and helpful manner, ensuring proper sign-in and providing interested parties with the pertinent information related to their visit
• Working with potential adopters to find a pet that is right for them, introducing animals to visitors safely and effectively communicating what we know about the animal’s medical and behavioral history and needs
• Ensuring facility cleanliness and appearance for visitors
• Returning and answering phone calls and emails related to shelter programs and services
• Scheduling and confirming intake appointments; conducting adoption appointments in a comprehensive, educational and supportive manner
• Educating visitors and callers about animal care issues
• Accurately processing and documenting donations, fees, and sales
• Assist and direct volunteers, as needed
• Maintain supply of adoption-related materials and other public resources
• Assist with adoption promotions, special events and marketing materials
• Other duties as assigned

Knowledge, Skills & Abilities:

• Polite, professional and helpful personality is essential
• Adept and flexible multi-tasking abilities as well as excellent attention to detail
• Comfortable receiving direction and guidance
• Mature, friendly, and outgoing personality and a commitment to superior animal care
• Ability to work well under pressure and in intense and emotional situations on a daily basis
• Excellent written, computer, and verbal communication skills
• Interest in animals and commitment to animal welfare
• Integrity and honesty in dealing with all facets of position
• Willingness and ability to do moderate to heavy physical labor in relation to cleaning our facility and handling animals
• Ability to bend, twist, and lift at least 50 lbs. repeatedly throughout the course of a day
• Weekend and holiday work is required
• Willingness to work as a team member, pitch in as needed, and have fun!
• Dependability is a key component to a high functioning team

Required Education and Experience:

• High School Diploma (required), Associate’s Degree (preferred)
• 1-2 years customer service experience preferred