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Pet Support Associate

2 months ago

Québec, Quebec, Canada St. Hubert's Animal Welfare Center Full time
Job Title: Pet Support Associate

At St. Hubert's Animal Welfare Center, we are seeking a compassionate and customer-focused individual to join our Pet Support Team as a Pet Support Associate. In this role, you will provide empathetic and professional support to DC families and their pets, resolving customer service complaints and promoting a customer-driven environment.

Key Responsibilities:
  • Provide prompt and courteous service to customers inquiring about shelter policies and programs
  • Resolve customer service complaints under the supervision of the Pet Support Supervisor and Manager
  • Read and respond to emails daily and respond in a timely fashion
  • Work collaboratively with the Pet Support Supervisor to promote a customer service-driven environment
  • Ensure compliance with shelter policies and procedures under the District of Columbia contract for services
  • Respond to requests for help promptly, compassionately, and professionally
  • Provide accurate and useful information, resources, and/or referrals to address a wide range of questions and problems
  • Approach all requests for help with an open mind, a desire to help, and a sense of empathy
  • Continually refine and expand understanding of shelter policies, procedures, and programs, as well as resources offered by other organizations in the community and laws related to animal welfare
  • Notify Field Services Dispatch of all situations where there is suspicion of possible cruelty, neglect, or abandonment of an animal
  • Communicate effectively and professionally with other shelter departments, community organizations, and agencies
  • Track incoming calls and referrals made via online software and other tracking mechanisms
  • Schedule surrender appointments for DC residents
  • Manage active Pet Support and Safe Haven cases
  • Ensure that PetPoint is up to date for all transactions related to Safe Haven animals, Treat to Return intakes/discharges, financial receipts, and all other shelter-animal-related information
  • Create and check lost/found reports and promptly search for possible matches when a report is being filed
  • Represent the shelter in a professional and courteous manner, providing quality service to the public, volunteers, and employees
Qualifications and Requirements:
  • Knowledge of customer service best practices, techniques, or procedures
  • Excellent interpersonal skills with a customer service orientation
  • Ability to communicate effectively, courteously, and professionally with a wide variety of individuals
  • Ability to exhibit sound judgment and handle confidential matters
  • Ability to be a team player with a positive, can-do and proactive approach
  • Computer literacy with proficient use of programs including Microsoft Office programs, email, text, internet and database management software
  • Ability to manage the emotional aspect of work in an animal shelter environment in a positive professional manner
  • Excellent, friendly, and clear verbal/written communication skills
  • A well-developed sense of empathy and compassion for humans and animals
  • Passion for the shelter's mission, and for caring for all animals regardless of age, breed, temperament, or species
Physical Requirements and Work Environment:
  • Ability to be comfortable working with cats, dogs, small animals, reptiles, fish, and wildlife
  • Availability and willingness to work weekends and/or holidays; and attend mandatory training and meetings as the employer determines are necessary or desirable to meet its organizational needs
Education and Experience:
  • Minimum 2 years of progressively responsible and hands-on experience in a customer/client service environment