Customer Care Representative

Job Details

Job Location: San Gabriel Valley Humane Society - San Gabriel, CA 91776

Position Type: Full Time

Education Level: High School

Salary Range: $20.18 - $27.04 Hourly

With a staff of highly recognized animal control and humane officers, Inland Valley Humane Society & S.P.C.A. (IVHS & SPCA) answers the call of thousands of animals in need every year. With our community outreach programs we educate the public on the humane treatment of animals including local wildlife, proper pet care and how to be a responsible pet owner. Equally important is IVHS & SPCA’s commitment to provide affordable veterinary care with a mobile low-cost vaccination clinic, low-cost and no-cost spay and neuter programs, and microchipping for pets in our communities.

Inland Valley Humane Society & SPCA rescues and protects companion animals by providing for their wellbeing, creating opportunities for animals to go to loving homes, reuniting animals with their families, and providing community support and education to advocate for the responsible and humane care of animals. This position is responsible for providing excellent service to the public in a proactive and professional manner while upholding the organization’s core values.

• Presents a professional and friendly demeanor to clients at all times, smiling and greeting all upon entry to our care centers and thanking them for visiting upon departure.
• Provides prompt, well-informed, and enthusiastic greeting for all clients entering IVHS and determines the nature of each client’s visit.
• Provides thorough, professional, personalized, and sincere communications regardless of method of communication, offering solutions and seeking answers from leadership as needed.
• Interacts with the public via phone, email and in person to answer questions about services provided by IVHS.
• Checks voicemail and email accounts, promptly responding to all inquiries.
• Effectively and professionally communicates policies concerning intakes, adoptions, euthanasia, relinquishments to IVHS clients, members of the public, and other organizations.
• Works collaboratively with members of the public to assist in reuniting lost pets.
• Increases the number of pets returned to owners.
• Processes licensing for pets within IVHS’s jurisdiction.
• Acts as an ambassador of spay/neuter in a positive and open-minded manner.
• Assists with the maintenance and restock of community pet food pantry.
• Responds to requests for help promptly, compassionately, and professionally.
• Handles cleaning of all work areas (i.e., urine, fecal matter, dirt, etc.).
• Performs other duties as assigned.

• High school diploma or equivalent qualification.
• Minimum 1 year experience working in a shelter setting.
• Strong computer skills with the ability to prepare reports and maintain an efficient records system.
• Familiarity with Microsoft Office Suite (Word, Outlook, Excel) and shelter software.
• Exceptional organizational, analytical, interpersonal and conflict resolution skills.
• Self-directed with ability to work independently/meet deadlines in a fast-paced work environment with little direct supervision.
• Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.
• Customer‑centric, open‑minded approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with an open adoption process.
• Humane attitude towards animals.
• Ability to manage the emotional aspect of end‑of‑life services and humane euthanasia, and support staff in high emotion circumstances.
• Support and represent IVHS & SPCA core values, programs, policies, and procedures.
• Must possess a valid driver’s license and clean driving record.
• Bilingual (English/Spanish/Mandarin) preferred.

• Work is performed in a setting within an animal shelter facility. Regular exposure to animal shelter conditions including odors, airborne particles, and animal fur/dander.
• Must be able to:
  • Routinely lift 50 pounds and perform strenuous daily activity including, but not limited to…