Pet Resource Specialist
Department: Customer Care
Reports to: Customer Care Manager
Revised: January 2021
Pay Range: $12.50 – $14.90
Hiring appointments are made at the start of the range. Multilingual employees of WHS receive a pay differential. All qualified and interested individuals including BIPOC, disabled, LGBTQ+, Veterans, 50+ applicants are encouraged to apply.
PURPOSE OF THE POSITION
The Pet Resource Specialist (PRS) provides Willamette Humane Society (WHS) customers and stakeholders with professional, positive, and compassionate customer service focused on learning and creative problem-solving, in order to identify resources to help maintain and enhance their bond with their pets, as well as to identify rehoming strategies as needed. As a WHS ambassador, this position will demonstrate, mentor, and reinforce WHS values, principles, and mission-driven culture.
DUTIES AND RESPONSIBILITIES
- Perform job duties in a positive, helpful manner.
- Provide exceptional customer service and represent WHS in a professional manner in all situations with the public, volunteers, and staff.
- Assist the public in all aspects of shelter programs and share information to enhance the public’s knowledge of animal welfare and social services as well as their knowledge of WHS’ mission and programs.
- Provide compassionate customer service in-person, over the phone, and via email offering information and resources relevant to each customer’s specific needs.
- Counsel customers wishing to re-home a pet to discuss potential placement options and when appropriate, schedule intake appointments.
- Assist with animal redemption, lost and found services, referrals to other agencies, and suggestions to facilitate positive relationships between customers and their pets.
- Counsel customers considering End of Life services.
- Provide resources, referrals, and suggestions for public inquiries or requests for services outside the scope of WHS.
- Receive, download, forward, and respond to public phone inquiries from the main message line while keeping an accurate record.
- Process accurate pet information, medical records, and behavior details from owners, other organizations, and WHS into Petpoint (PP).
- Regularly update these records in a timely manner to reflect the most recent and accurate information.
- Support the Customer Care (CCM) Manager with public relations, customer feedback, and general communications.
- Assist in the development of WHS’ pet resources by collecting accurate information regarding customer needs and helping identify how our resources, including referrals, may best be applied.
- Triage pets and strays from walk-in customers and check-in animals using WHS admission guidelines.
- Assist with the processing of incoming animals when needed.
- Protect the confidential information of customers.
- Alert appropriate staff to current and future supply needs to prevent shortages.
- Maintain a clean and professional appearance of work areas.
- Perform janitorial duties as needed, including, but not limited to, remove donations and place in appropriate areas and restock handouts and other paperwork necessary to customer service.
- Monitor and report any animal health or behavioral concerns to the supervisor or manager.
- Perform opening and closing duties.
- Participate in and support development department activities and events as assigned.
- Perform other duties as assigned.
None, but will engage with, train, and support WHS volunteers.
CONTROLS OVER WORK
The PRS works under the general supervision of the CCM and is expected to pursue the established duties exercising prudent discretion and judgment.
CONTACTS WITH OTHERS
- The PRS will have regular contact with the public: customers, consumers, partners, etc. as well as WHS employees, volunteers, and vendors. Some interactions may be difficult due to the nature of customers’ needs.
- May interact with veterinary clinic personnel, donors, government, law enforcement, and other related agencies.
- All contact will require tactful exchanges and a positive, professional demeanor to ensure the shelter’s positive image and integrity throughout the community.
- Confidentiality and professionalism must be adhered to at all times.
- Must work cooperatively with others.
- Work takes place mainly indoors.
- Work is often done in a time-sensitive and demanding environment.
- Able to work around pets daily, within the administrative offices as well as shelter/animal care areas.
- Will have contact with animals with varying degrees of domesticity and physical condition.
- Must employ basic safety standards at all times.
- Will have access to, and be required to use, protective equipment such as boots, gloves, protective eye, and ear wear, etc.
- This is primarily an office position, working for hours sitting at a desk using a computer keyboard/monitor, telephone, and other office equipment.
- Typical lifting requirements do not exceed 40 pounds.
- The position requires the ability to work successfully in a stressful environment.
KNOWLEDGE, SKILLS, AND ABILITIES
- Ability to read, write, and speak clearly in English so that written and verbal instructions can be followed.
- Demonstrated ability or strong interest to work and interact effectively with diverse audiences, including those with differing histories and experiences.
- Ability to speak and understand Spanish/Russian is desirable but not required.
- Knowledge of computers and related software.
- Understanding of generally accepted office practices and procedures.
- Excellent communication skills.
- Excellent customer service skills, exercising diplomacy, and tact at all times.
- Strong attention to detail and accuracy.
- Ability to handle multiple tasks in a busy workplace environment.
- Knowledge of dog and cat breeds, an understanding and recognition of common diseases in animals and how to treat, knowledge of safe procedures for handling animals, and animal behavioral tendencies are desired but not required.
- Must be able to deal with conflict in a professional and constructive manner.
- Knowledge or ability to quickly grasp the WHS mission, key policies, and relevant procedures and communicate them to the public.
- Ability to create and sustain positive working relationships with volunteers, the public, and coworkers.
- Ability to handle challenging public interactions with patience, kindness and compassion.
- Must be able to follow established policies and procedures.
- Ability to learn and quickly adapt to changes in programs and procedures.
EDUCATION AND EXPERIENCE
- High school graduate or equivalent
- Proficient with general computer usage and Google Workspace including Sheets, or become proficient within 30 days of hire
- Experience with Petpoint shelter management database preferred
- Previous customer service experience preferred
- Previous social work experience preferred
- Previous experience with a shelter or veterinary clinic preferred
Additional requirements: Must have a demonstrated interest and enthusiasm for animal welfare and WHS Mission; be willing to work holidays, weekends, and evenings as required by the job; and meet the physical requirements of the job.
Note: Under the provisions of the Immigration and Reform Control Act of 1986, the successful candidate will be required to provide evidence of identity and employment eligibility. WHS is an Equal Opportunity Employer that does not discriminate on the grounds of race, religion, national origin, marital status, disability, or any class protected by law.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
WHS is an “at-will employer”.