Part-Time, Customer Care Representative

The Team

Customer Care is responsible for education and matchmaking between our clients and the animals in our care. They will inform clients on topics ranging from pet ownership, training techniques, acclimation of pet into the home, and known behavioural/medical needs of the animals. Customer Care focuses on the transition of the animal from the shelter to the adopters home as well as supporting resources throughout the pets life.

The Customer Care Representative is a vital member of the OHS Shelter Operations team responsible for providing education about the animals in residence at the Oregon Humane Society to interested adopters and facilitating interactions between the animals and clients. Responsibilities include adoption support of the animals; customer service, hospitality to all OHS visitors. All OHS staff members contribute to the stewardship of the organisation’s mission and are expected to stay current on and understand issues related to animal welfare and OHS programs.

This is a part‑time role approximately 23 hours per week, with shifts either 11 am – 4 pm or 10 am – 7 pm.

• Paid Time Off + Sick Time + Holidays
• 401(k) with employer match
• Professional Development Opportunities
• One free Oregon Humane adoption / year
• Perks & Discounts

PERSONAL LEADERSHIP

• Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
• Maintains high ethical standards, including exhibiting behaviours and actions that embrace and align to our organisation and customer service values, while treating all people with respect and dignity.
• Demonstrates an awareness of your individual personal strengths and development needs, modelling non‑defensive behaviour and openness to feedback; builds a culture of feedback and learning.

LEARNING

• Contributes to regular dialogue and accountability with the leadership team and across the organisation to review progress and course‑correct if necessary.
• Utilises data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organisation/team strategy and its progress.
• Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organisation.

INFLUENCE & REPRESENTATION

• Communicates effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
• Liaises with and maintains productive relationships with all stakeholders, including other departments, and donors; builds mutually rewarding professional relationships inside Oregon Humane at all levels.
• Leverages our best practices externally and grows Oregon Humane’s reputation as a leader in the animal welfare space.

• Act as a vital member of the Shelter Operations team by interacting with the public, showing animals to potential adopters, providing education about a variety of animals and processing adoption paperwork.
• Navigate complex conversations with diverse clientele in person and over the telephone, providing education on different animal behaviours as well as discussing medical needs and diagnoses.
• Handle animals with a variety of behaviours and facilitate introductions of client dogs to shelter dogs.
• Manage a high‑traffic reception desk answering in‑person questions, providing resources as needed and using various software platforms to set up client meet and greets.
• Use a POS to ring up purchases for clients in the retail store, while providing information about products and food nutrition.
• Educate clients and collaborate with them to create long‑term in‑home management plans and demonstrate positive training methods.
• Collaborate and communicate effectively, provide excellent customer service – internally and externally.
• Reliably and accurately complete work by following up on requests, checking work for errors, completing requests on or before deadlines and assuming responsibility for successes or errors.
• Assist in training new staff/volunteers.
• Perform any other duty as…