Customer Care Representative - Riverdale Animal Shelter

What Success Looks Like In This Job

Providing excellent customer service to the Public. Performing duties such as, but not limited to, adoptions, reclaims, intake of animals, and handling and cleaning of these animals. Operates telephone system and answers incoming calls from the public regarding lost and found animals, animal control, adoptable pets, and other animal shelter services. Utilizes shelter software (Chameleon®) to enter and retrieve data as it pertains to animals in our care. The ideal candidate for this position is a positive minded, team player excellent people skills, experience with animal care and handling, and a commitment to animal welfare and the humane and compassionate treatment of animals.

Examples of Duties for Success

• Provide exceptional customer service while assisting the public with animal welfare related needs and services.
• Receive animals from the public and gather pertinent information to facilitate appropriate placement.
• Listen to patrons and provide information about adoptions, reclaims, relinquishments and other service. Provide humane education in a non-judgmental, supportive manner.
• Facilitate pet adoptions to include adoption counseling, impounds, and reclaims along with all of the required paperwork.
• Humanely assist with animal handling, to include preforming ,microchip scanning and insertion, occasional vaccinations, adoption visitations, and placing and removing animals from kennels.
• Answer telephone calls and emails to assist the public in a professional, prompt, and courteous manner.
• Answer calls from animal control partners, internal and external stakeholders. Collect and provide accurate information in a courteous and responsive manner.
• Responsible for knowing which animals are available for adoption and interpreting evaluation/assessments of shelter pets to facilitate best match of patron and animal.
• Responsible for following shelter policy for reuniting lost pets with their family.
• Accurately input and retrieve data from Shelter operating software.
• Work cooperatively with other shelters and rescue organizations.
• Model and adhere to best practices for the appropriate, safe, and humane care and handling of all animals.
• Assist with cleaning animal kennels as needed.
• Represent Riverdale Animal Shelter in a professional and courteous manner at all times. Perform other related duties and responsibilities as required.

Qualifications for Success

• Must be able to treat all animals humanely and with respect.
• Working knowledge of animal welfare preferred.
• Knowledge of breed identification in both canines and felines preferred.
• Team player, ability to work in a fast-paced environment while maintaining accuracy.
• Highly motivated, outgoing, polite, with professional demeaner.
• Use discretion and good judgment. Manage highly sensitive situations with calm and professionalism.
• Attend all staff meetings and relevant training sessions.
• Excellent communication skills and consistent ability to model and facilitate open and productive communication in the workplace.
• Ability to communicate clearly and concisely, both orally and in writing.
• Proper English usage, spelling, grammar, and punctuation. Spanish fluency a plus
• Ability to prioritize, problem solve and address challenges in a constructive manner.
• Exceptional work ethic to include consistent attendance and punctuality.
• Positive and respectful attitude with a commitment to customer service excellence.
• Learn the functions, structure, and organizational policies of the County and the office to which assigned.
• Ability to establish, maintain and foster positive and harmonious working relationships with those contacted in the course of work.
• Use common office procedures and practices, including proper telephone etiquette.
• Use office equipment, including computer equipment and software applications.
• Perform responsible and detailed administrative work involving the use of independent judgment and personal initiative..
• Work independently in the absence of supervision.
• Assist with shelter tours, offsite events, and special events as needed.
• Ability to work in an emotionally taxing field and maintain a positive attitude.
• Ability to maintain a high level of personal accountability.

Computer Skills:

• Proficiency with Microsoft Office applications.
• Ability to type 35 w.p.m. with accuracy.
• Knowledge of Chameleon operating system preferred.

More Qualifications for Success

• Education and Training: High school diploma or GED equivalent required.
• Experience:
  • One (1) year of professional work experience in an administrative and/or customer service capacity.
  • Six (6) months of either professional or volunteer work experience in an animal welfare organization such as an animal shelter, veterinary clinic, or other professional facility housing animals preferred.
• License or Certificate: Possession of, or ability to obtain, a valid driver's license.
• Must complete fear-free animal handling training within six months of start date.
• Background Check: Must pass a criminal background check.
• Other: Spanish/English Bi-lingual skills a plus
• Work Environment:
  • Physical Requirements:
    • Occasional lifting and carrying of up to 50 pounds.
    • Frequent computer use.
    • Potential for standing, walking, and sitting for extended periods of time.
    • Regular animal handling and restraint.
    • Ability to assist with cleaning animal kennels..
  • Other:
    • Some animal handling and breed identification knowledge preferred.
    • Allergies to animals and chemicals used to sanitize facilities must be controllable through medication or other means.
  • Work Schedule:
    • Five 8s or four 10s. Available to work weekends, some holidays, and overtime as needed.
  • Work Location:
• Riverdale Animal Shelter, 12155 Park Blvd, Brighton, CO 80601.

Adams County complies with Colorado’s Job Application Fairness Act (“JAFA”). JAFA prohibits employers from asking individuals to disclose their age, date of birth, or dates of school attendance or graduation on an initial employment application. However, additional application materials such as certifications and transcripts containing this information may be required for certain positions; if such additional materials are requested, applicants may redact information that identifies the applicant’s age, date of birth, or dates or attendance or graduation.