Customer Service Specialist - WCRAS

Customer Service Specialist

Reporting directly to the Animal Services Supervisor, the Customer Service Specialist serves as a primary point of contact between the community and the Animal Shelter. THIS POSITION IS FUNDED TO BEGIN AFTER OCTOBER 1, 2026.

Examples of work performed include:

• Responding to incoming phone calls, emails, and website chat messages in a timely, courteous, and professional manner
• Providing accurate information regarding animal services, shelter programs, adoption procedures, licensing, lost and found pets, community resources, and other shelter-related programming
• Providing compassionate assistance to community members who may be experiencing stressful or emotional situations involving pets
• Assisting community members with reporting lost or found pets and offering guidance on available reunification resources
• Supporting adoption and foster inquiries by providing information on available pets, program requirements, and next steps
• Monitoring and responding to website chat platforms during assigned hours to provide real-time customer service support
• Triaging customer inquiries and routing calls or messages to the appropriate staff or department when necessary
• Documenting customer interactions and service requests in the designated management system
• Escalating complex or sensitive situations to the Animal Services Supervisor when appropriate
• Maintaining clear and consistent communication with internal staff to ensure efficient resolution of inquiries
• Collaborating with shelter staff to help foster a positive and cooperative relationship between the organization and the community
• Maintaining current knowledge of shelter policies, procedures, and programs
• Supporting the shelter's lifesaving mission by promoting positive public engagement and encouraging collaboration between community members and the shelter
• Performing other administrative or customer service duties as assigned

Organization relationships:

• Reports directly to – Animal Services Supervisor
• Direct Reports – No

Physical demands include:

• Prolonged standing, walking, twisting, bending, stooping, kneeling, reaching, pushing, pulling, and other fine motor repetitive motions
• Grasping, repetitive hand movement, and fine motor coordination
• Lifting and carrying of animals and equipment weighing up to fifty (50) pounds, or up to one hundred (100) pounds with assistance, and exertion of up to twenty-five (25) pounds of force to move objects
• Hearing and/or seeing alert cues regarding animal and staff security
• Maintaining composure in a high-stress environment

Environmental factors include:

• Work tasks conducted indoors and outdoors
• May work outside in inclement weather, including extreme heat, cold, and wet conditions
• Frequent handling of animals, including contact with waste and blood
• Exposure to unpleasant smells and a noisy and wet environment associated with a shelter
• Frequent exposure to animals that are agitated or injured that may attempt to bite or scratch
• Position involves working in a high-volume, fast-paced environment
• Position involves working with distressed individuals

Irregular hours include:

• Flexibility to work evenings, weekends, and holidays is a schedule requirement
• May be deemed essential personnel for emergency situations, at the discretion of the Director

Minimum qualifications include:

• High school diploma or equivalent
• One (1) year previous experience in customer service, call centers, or public-facing roles
• Knowledge of Microsoft Suite and industry-related technology

Licenses and certifications required within thirty (30) days of employment include:

• Valid driver's license

Preferred qualifications include:

• Experience working or volunteering with animal welfare organizations
• Bilingual (Spanish)

Employment testing includes:

• Criminal…