Customer Care Associate

Job Title: Customer Care Associate

Department: Operations

Location: Animal Care & Adoption Center, Middletown, RI

Classification: Full-time, hourly, non-exempt

Reports To: Animal Care Center Manager

Job Purpose

Provides assistance to customers visiting the Potter League. Provides support by adoption counseling, facilitating visitation between customers and animals, receiving stray/owned animals and answering incoming phone calls and providing information about the League’s programs and services. Provides quality animal and people care in accordance with the League’s mission, goals and management philosophy.

Accountabilities

• Prepares animals and their paperwork for adoption, surrender or pickup.
• Counsels and screens potential pet adopters and explains organization policies and procedures. Is familiar with and can articulate special qualities of all animals.
• Participates in creating an environment that is welcoming to all members of the diverse community we serve.
• Maintains lost and found records and diligently works to match missing animals.
• Provides quality customer service and ensures that accurate information is provided, calls are answered promptly, voice mail and email are checked regularly, and messages are returned appropriately or forwarded in a timely manner.
• Responds to the public in person, over the phone, via email.
• Provides service and guidance as needed to resolve customer concerns.
• Responsible for accurate money transactions, retail sales, crate rentals, donations.
• Performs a wide variety of computer entry and clerical duties relating to the front desk activity. Maintains a variety of office files, prepares reports.
• Ensures all opening and closing duties are completed in a thorough manner including but not limited to: cleaning of public areas; accurate reconciliation of financial reports, money handling, and deposits; availability of needed supplies and inventory; accurate data entry.
• Maintains accurate record-keeping and data input into animal management software.
• Performs miscellaneous activities to include but not limited to general maintenance, cleaning public areas, inventory and restocking supplies, errands.
• Follows all safety guidelines to ensure a safe work environment.
• Demonstrates initiative and a flexible work schedule while working enthusiastically and cooperatively with all departments.
• Assist with daily animal care duties; including dog walking and kennel cleaning, as necessary.
• Adheres to all Code of Conduct Standards.
• Other duties as requested.

Sucess Factors

The individual who will thrive in this position:

• Will work well independently and with an attention to detail, engage & influence others, and is motivated to achieve goals.
• Values meaningful work and their positive impact on themselves, their colleagues, and the people and pets the Potter League serves.
• Embraces their own uniqueness and individuality and that of others.
• Will communicate clearly and articulately verbally and in writing, ideally in multiple languages.
• Is a problem-solver who can overcome obstacles with patience and grace.
• Is highly proficient in Microsoft Suite products, including Microsoft Excel, Word, PowerPoint, and Outlook, and adept in the use of multiple software platforms and CRMs.

Benefits:

• 401(k)
• Dental Insurance
• Employee discount
• Health insurance
• Paid time off

How to Apply:

Please send a completed application or resume to Rachel Davison, Animal Care Center Manager, at rdavison@potterleague.org.

EMPLOYMENT DISCLAIMER:  This job description is not a contract – management reserves the right to change its contents at any time. This organization complies with the guidelines set forth in the Americans with Disabilities Act of 1990 and does not discriminate on the basis of race, color, religion, national origin, ancestry, sex, age, disability, or status as a disabled veteran or veteran of the Vietnam era. This organization is an Equal Opportunity Employer.