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Form of workPosition: Pet Support Center Specialist - Full-Time
Department: Pet Support Center
Reports to: Pet Support Center Supervisor
Hours: Full-time
Salary: $15.50-$16.50/hour; non-exempt
Schedule: 5 days/week including one weekend day
Commitment: Pet Support Specialists are on the front lines providing excellent customer service and Pet Support services to Kansas City, Missouri, residents through our Pet Support Center which includes a Pet Helpline (200+ calls daily) and Pet Support Desk (shelter admissions). The Pet Support Center team partners with our community to achieve the best outcome for the pets and people we serve. Pet Support Specialists provide an empathetic and compassionate approach while assisting community members with a surrendered animal, admitting a found animal, helping an animal return home to an owner, or problem-solving ways to keep a pet in their home. Pet Support Specialists must be organized, appreciate attention to detail and data gathering, be a good listener, be open to challenging implicit bias, converse with people to understand their needs and/or concerns, and display problem-solving skills. Must be able to think on your feet, stay calm under pressure, and have a background in customer services or social services.
About the team: The Pet Support Center is an integral component of KC Pet Project’s lifesaving mission to create a compassionate, safe community for pets and people. The Pet Support Center team works extensively with the public to provide services and help to keep pets in their homes by identifying barriers, assessing needs, providing consultation, support, and follow through. The Pet Support Center is a community-centered resource for pet owners, providing both support and services through our Pet Helpline (200+ calls daily) and Pet Support Desk (shelter admissions). Our Pet Support Center team members are passionate about helping people find or obtain the resources they need with kindness, without judgment, and with a true desire to help people first.
Duties and Daily Responsibilities:
- Responsible for being an exemplary role model in customer experience excellence. Make a good appearance, maintain a positive attitude, and deal tactfully and effectively with the public. Represent KC Pet Project in a professional, caring, and solution-oriented manner while embracing our “Solutions, Not Excuses” motto.
- Provide equitable and fair support to community members, actively remove barriers to pet ownership, and act as a good steward of limited resources.
- Gain support for KC Pet Project’s lifesaving mission through soliciting donations, negotiating financial assistance, and assisting with client storytelling.
- Maintain an extensive knowledge of community resources, animal control ordinances, and appropriate standards of care to effectively help pet owners make informed decisions regarding their pet’s identified needs with compassion, empathy, and a desire to help. Identify barriers and provide consultation, support, direct assistance, information, and follow through.
- Serve as an information and Pet Support service resource for pet owners and pet families, answer questions, requests, and inquiries thoroughly and promptly. Communicate clearly and effectively through varying channels of communication, including but not limited to, email, postal mail, phone conversations and face-to-face dialogue respectfully and compassionately. Act as a liaison to refer pet families to outside resources as needed.
- Process all daily paperwork, deposits, and other essential processes with accuracy and attention to detail. Maintain detailed and accurate records regarding animal history at KC Pet Project as well as pertinent owner information and communication records, state and city forms, kennel cards, and documents related to Animal Services Division operations and/or case management.
- Ensure appropriate standards of care are executed regarding scheduling animals for intake, vaccines, and pertinent medical tests, relaying medical or behavioral concerns to clinic staff, scheduling owner relinquishment appointments, helping a pet return home, conducting case management, and assisting with intake diversion practices.
- Adhere to all KC Pet Project organizational policies and procedures.
- Perform other duties as assigned.
Performance Factors and Necessary Skills:
- Able to lift up to 50 lbs. and withstand long periods of standing, bending, stooping, sitting, walking, reaching and kneeling. Must be able to handle and care for animals of all sizes and activity levels using fear-free handling techniques or be willing to learn the skills necessary.
- Resourceful with the desire to go above and beyond to help owners retain their pets or, if appropriate, create a plan for surrender that best assists the owner and the animal.
- Communication and Contact: Communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of KCPP, display tact and above average communication and customer service skills. Must be able to maintain confidentiality and must be able to convey a positive and professional image to the public and employees.
- Attendance and Dependability: Must be able to report to work at the scheduled time; ensure the department is ready to open on time each day, can be depended on to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.
Working Conditions:
Work is typically performed at the KC Campus for Animal Care. Potential exposure to zoonotic diseases, high noise levels, hazardous chemicals, and sharp objects. Able to lift up to 50 lb., long periods of standing, bending, stooping, reaching and animal handling and restraint in an animal shelter-type setting. Able to handle all sizes and activity levels of animals.
Qualifications/Educational Background:
- High School Diploma or equivalent
- At least two years of experience in a customer service/retail sales or social services position is required.
- Any combination of training and experience which demonstrates the knowledge and skills necessary for this position.
- Possession of a valid driver’s license and driving record acceptable to the KCPP insurance carrier.
- Ability to speak Spanish is preferred.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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