Customer and Animal Care Provider

Mountain Humane (in Hailey, Idaho) is on a mission to enrich the quality of life in our community by saving animals and changing lives. We do this through innovative programs that inspire and have impact beyond southern Idaho. The first “no-kill” shelter in the state of Idaho (in 1999), annually we help more than 7,500 animals and touch the lives of more than 5,000 people through our programs.

We are proud to be a model for other animal welfare organizations and to be at the forefront of best-practices in non-profit management.

The Customer Service and Animal Care Provider position serves in a dual role supporting both animal welfare and front-line guest services. This position works directly with the public and with shelter animals, helping to ensure a safe, sanitary, and humane environment for cats in Mountain Humane’s care.

Animal care responsibilities include performing essential daily tasks to maintain animal health, comfort, and overall wellbeing. Customer service responsibilities include guiding prospective adopters through the application, screening, and adoption process, as well as supporting administrative functions such as answering phones, responding to emails, and providing general office assistance.

Customer Service and Animal Care Providers are responsible for welcoming and assisting shelter visitors, volunteers, and potential adopters, and for creating a positive, compassionate, and professional experience for all who interact with Mountain Humane.

Classification:
Full time, Non-exempt

Reports to:

Associate Director of Shelter Operations

Collaborates with:
Animal Care Operations, Kennel Staff, Behavior and Training Staff, and Marketing

Location:

101 Croy Creek Road, Hailey, Idaho 83333

• High school diploma or equivalent required; experience in animal welfare, nonprofit operations, or customer service preferred
• Two years of experience in customer service, animal care, and/or nonprofit settings preferred

• Strong interpersonal and customer service skills with the ability to build effective working relationships with staff, volunteers, and the public
• Excellent verbal and written communication skills
• Demonstrated ability to manage multiple priorities in a fast-paced, physically and emotionally demanding environment
• Ability to train, mentor, and provide guidance to volunteers
• Strong administrative, organizational, and time-management skills with high attention to detail
• Ability to exercise sound judgment, maintain flexibility, and work both independently and collaboratively
• Proven ability to handle multiple tasks while maintaining a high standard of care and professionalism

• Computer proficiency required, including working knowledge of Google Workspace (Docs and Sheets), Microsoft Office, and Windows-based systems
• Ability to quickly learn and adapt to new software and operational systems

• Commitment to Mountain Humane’s mission and a genuine compassion for animals regardless of condition
• Ability to work respectfully and effectively with individuals from diverse racial, cultural, socioeconomic, and ability backgrounds
• Positive, professional, and team-oriented approach to work
• Flexibility and willingness to assist with organizational needs as required
• Desire to learn and remain open-minded in a dynamic shelter environment
• Bilingual (English/Spanish) skills are a plus

• Must be at least 18 years of age

• Greet and assist visitors with impeccable customer service
• Communicate and listen with tact and empathy
• Provide information on Mountain Humane policies, values, mission, programs and events
• Direct all impounds and surrenders to…