Customer Care Representative

## Description

**Summary of Purpose:**

Inland Valley Humane Society & SPCA rescues and protects companion animals by providing for their wellbeing, creating opportunities for animals to go to loving homes, reuniting animals with their families, and providing community support and education to advocate for the responsible and humane care of animals. This position is responsible for providing excellent service to the public in a proactive and professional manner while upholding the organization’s core values.

**Essential Duties and Responsibilities:**

• Presents a professional and friendly demeanor to clients at all times, smiling and greeting all upon entry to our care centers and thanking them for visiting upon departure.
• Provides prompt, well-informed, and enthusiastic greeting for all clients entering IVHS and determines the nature of each client’s visit.
• Provides thorough, professional, personalized, and sincere communications regardless of method of communication, offering solutions and seeking answers from leadership as needed.
• Interacts with the public via phone, email and in person to answer questions about services provided by IVHS.
• Checks voicemail and email accounts, promptly responding to all inquiries.
• Effectively and professionally communicates policies concerning intakes, adoptions, euthanasia, relinquishments to IVHS clients, members of the public, and other organizations.
• Works collaboratively with members of the public to assist in reuniting lost pets.
• Increases the number of pets returned to owners.
• Processes licensing for pets within IVHS’s jurisdiction.
• Acts as an ambassador of spay/neuter in a positive and open-minded manner.
• Assists with the maintenance and restocking of community pet food pantry.
• Responds to requests for help promptly, compassionately, and professionally.
• Handles cleaning of all work areas (i.e., urine, fecal matter, dirt, etc.).
• Performs other duties as assigned.

## Qualifications
**Qualifications/Requirements:**

• High school diploma or equivalent qualification.
• Minimum 1 year experience working in a shelter setting.
• Strong computer skills with the ability to prepare reports and maintain an efficient records system.
• Familiarity with Microsoft Office Suite (Word, Outlook, Excel) and shelter software.
• Self-directed with ability to work independently/meet deadlines in a fast-paced work environment with little direct supervision.
• Humane attitude towards animals.
• Support and represent IVHS & SPCA core values, programs, policies, and procedures.
• Must possess a valid driver’s license and clean driving record.

**Preferred Qualifications:**

• Bilingual (English/Spanish/Mandarin) preferred.
• Experience working in an open-access shelter.

**Knowledge and Abilities:**

• Customer-centric, open-minded approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with an open adoption process.
• Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.
• Ability to work in a fast-paced environment with well-developed organization skills to juggle multiple competing tasks and demands.
• Exceptional organizational, analytical, interpersonal and conflict resolution skills.
• Ability to manage the emotional aspect of end-of-life services and humane euthanasia, and support staff in high emotion circumstances.

**Physical Demands/Working Environment:**

• Work is performed in a setting within an animal shelter facility. Regular exposure to animal shelter conditions including odors, airborne particles, and animal fur/dander.
• Must be able to:
• Routinely lift 50 pounds and perform strenuous daily activity including, but not limited to lifting, carrying, reaching, stooping, squatting, cleaning, and bending.
• Work at a computer for extended periods of time with repetitive typing, sitting, arm, and hand motion.
• Work indoors and outdoors in a variety of weather conditions including extreme heat and cold.
• Exposure to dogs, cats and other animals of all sizes, temperaments, and medical status.
• Regular movement about the campus to coordinate work.

**Inland Valley Humane Society & S.P.C.A. Core Values**

 Pawsitive- Embracing optimism at all times with animals, ourselves, each other, and our community.

 Innovative- Leading the change our communities need with commitment to our mission.

Collaborative- Synergy and cooperation with partners and stakeholders to improve lifesaving.