Client Service Representative

Pets In Need • Full-time • Redwood City, CA, US • 1d ago

Responsibilities

Volunteer Management

Act as a point-person for volunteers at the shelter and assist with recruiting and organizing volunteers for one-time events.
As needed, help with the onboarding process for new volunteers, which includes teaching hands-on animal handling classes, conducting orientations, and scheduling volunteers to shadow volunteer mentors.
With the volunteer team, coordinate the Doggy Day Out program, which includes scheduling one-time volunteers and managing supplies.
Assist in responding to volunteer inquiries.

Community Outreach

Assist with planning and implementing occasional events for public humane education and local community group visits.
Attend off-site events to advertise the services of the organization.

Engagement & Recognition

Contribute to the weekly volunteer newsletter, which includes adoption follow-ups and organization updates.
Regularly engage with and post on the volunteer Facebook group.
Assist the volunteer team in putting on an annual appreciation event.

Client Services

Treat all clients with respect and courtesy, regardless of the reason they are seeking services.
Respond to inquiries from clients in writing, over the phone, and in person in a professional manner.
Provide support to clients in the community by answering inquiries with clear and accurate information about PIN programs, services, and policies and municipal, county, and state animal ordinances.
Process fees and medical records at the weekly public vaccination clinic and spay/neuter clinic.
Issue dog licenses to clients in person and by mail, and perform administrative duties related to tracking and sending license renewal and registration notices.

Adoption Counseling

Write appealing pet profiles to attract adopters, take photos of animals and track animals that need photos to create a list for photography volunteers.
Become familiar with adoptable animals in the shelter and in foster homes; work hands-on with animals and collaborate with matchmaker volunteers to conduct adoption meet-and-greets.
Remove barriers to adoption and support inclusivity and equity in adoptions by following a progressive open adoptions model.
Facilitate adoptions by matchmaking animals with prospective adopters using a conversation-based approach with the goal of finding the best possible outcome for the person and the animal.
Clearly and concisely inform adopters of an animal’s behavioral and medical history.

Animal Intake

Process the intake of stray animals, which includes gathering information from the client, assessing and vaccinating animals, and setting up housing.
Track down information from microchipped or tagged strays and reunite pets with owners.
Process return-to-owner paperwork and fees, and microchip animals that are being reclaimed.
Track lost and found reports submitted by clients and reunite lost pets when matches are found.
Process the intake of a variety of injured, sick, or underage wildlife, which includes handling and assessing animals and setting up housing.
Process the surrender of an animal in an empathetic and compassionate manner and gather behavioral and medical history from clients.
Process disposal and cremation requests, which includes handling deceased animals.

Necessary Qualifications

Strong interpersonal skills. The ideal person for this position would be personable, outgoing, patient, professional, and able to get along well with a variety of people.
Excellent written and oral communications skills.
Strong organizational and project management skills.
Creativity and ability to take initiative in starting new projects.
Prior experience related to animal care, veterinary care and/or animal behavior.
Ability to handle animals of all sizes, ages, and temperaments, including those with behavioral challenges.
Comfortable working with a variety of domestic species (including dogs, cats, rabbits, guinea pigs, hamsters, rats, reptiles, etc.) and wild species (including squirrels, small birds, birds of prey, raccoons, etc.)
Ability to work with minimal supervision and direction.
Strong computer skills, familiarity with Microsoft applications, ability to quickly learn to use new programs.

Preferred Qualifications

Prior work experience in a municipal animal service shelter setting.
Prior work scheduling, onboarding, training and managing groups of volunteers.
Understands and utilizes positive reinforcement and Fear Free Sheltering.
Spanish bilingual skills.

Physical Requirements

Constantly perform desk-based computer tasks.
Moderately to highly physical tasks with long periods of standing or walking.
Ability to stand, bend, twist, stoop, push and pull, climb stairs, reach, and lift up to 40 lbs.

WORKING CONDITIONS

Must be available to consistently work weekends.
Works on-site and outdoors in various settings and weather within the community.
Must be able to travel between the Redwood City and Palo Alto shelter locations.
Working with potentially dangerous and fractious animals; potential exposure to zoonotic diseases .

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