Pet Center Phone Counselor

Pet Help Center Phone Counselor

Jacksonville Humane Society

Base pay: $16.00/hr - $16.00/hr

The Pet Help Center Phone Counselor is responsible for managing phone and email correspondence for the Pet Help Center. This role involves providing compassionate and non-judgmental support to the public while delivering excellent customer service and presenting options to address their needs.

• Interact with community members seeking resources for stray and owned pets via phone and email, focusing on providing alternatives to relinquishment while maintaining a positive, empathetic, and non-judgmental attitude.
• Use creativity, customer service, and problem-solving skills to help prevent pets from entering the shelter system unnecessarily.
• Engage with external customers and internal team members in an inviting, professional, and friendly manner to deliver exceptional service, including managing escalated conversations and challenging situations.
• Utilize Microsoft Excel and Shelterluv to accurately document client interactions and collect relevant data.
• Enter and update animal information in the shelter’s inventory software system with attention to detail.
• Partner with Pet Help Center Counselors and supervisors to assess kennel space availability and determine the volume and type of adoptable animals (species, age, health status) that can be accepted.
• Schedule intake appointments for pets as space permits.
• Interact with, train, and engage volunteers.
• Perform other duties as assigned.

• High school diploma or GED required.
• Proficient in Microsoft Office Suite with strong typing skills.
• Comfortable using computer-based systems and tools for data entry and management.
• Excellent interpersonal skills with the ability to collaborate effectively in a team environment.
• Strong verbal and written communication skills for engaging with diverse populations.
• Proven ability to provide exceptional customer service to a diverse range of external customers.
• Detail-oriented with a strong work ethic and excellent time management skills.
• Ability to multi-task and prioritize effectively in a fast-paced environment.
• Capable of solving problems in a dynamic and high-pressure setting.
• Skilled in de‑escalating conflicts and escalating issues tactfully when necessary.
• Demonstrated ability to work independently and collaboratively as part of a team.

• Ability to sit for extended periods of time.
• Ability to lift up to 10 lbs.
• Ability to work with cleaning products.
• Ability to work in potentially loud environments.

• The standard schedule for this position is Monday through Friday.
• Flexibility is required, as the role may occasionally involve weekend and holiday hours based on departmental needs.
• Work hours and days are subject to change in response to organizational demands.

• Entry level

• Full-time

• Management and Manufacturing

• Non‑profit Organization

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an “at‑will” relationship.