An integral member of team that operates the PAWS Spay/Neuter and Wellness Clinic, the Customer Service Coordinator will be responsible for maintaining the integrity and ensuring the smooth operation of the front-office of PAWS’ Spay/Neuter and Wellness Clinic. This includes, but is not limited to, scheduling, data entry, providing accurate, efficient, and courteous customer assistance in person and by phone, providing general information on all of PAWS’ services, and record-keeping. The Customer Service Coordinator will interact with the public – adopters, foster parents, and customers – on a regular basis and will strive to provide a positive experience for these individuals at all times.
Locations: 2900 Grays Ferry Avenue, 1810 Grant Avenue (ideal candidate can rotate between locations based on PAWS’ scheduling needs)
Duties include, but are not limited to:
- – Perform general administrative and clerical duties including data entry, scheduling, and customer service.
- – Uphold PAWS’ policies, procedures, and services, including listening to customers, empathizing or sympathizing and providing effective responses and remedies to their questions and needs; answering questions and directing the public in a pleasant and efficient manner.
- – Ensure a rapid and courteous response to telephone calls.
- – Assist in the accurate collection of fees (making change, issuing receipts, balancing daily reports); maintain accurate patient files and records.
- – Rapidly identify problems or patient conditions (medical and behavioral) that need to be brought to the attention of the immediate supervisor or the veterinary staff.
- – Follow established procedures governing safe work practices.
- – Assist in the recruitment of, work in cooperation with, and supervise and assign volunteers to tasks aimed at increasing productivity, efficiency, and quality service.
- – Fielding inquiries from the public and providing accurate and helpful information whenever possible.
- – Utilizing PetPoint shelter management software to keep all animal-related records.
- – Assisting foster parents in screening potential adopters according to PAWS’ adoption policies to ensure good matches are made, and communicating with the public in a courteous and respectful manner even when denying an application.
- – Educating the public about animal behavior and responsible/successful pet ownership.
- – Promote a humane and caring attitude toward all animals and treat all animals humanely, properly and with compassion at all times, including those that are sick, injured, feral or aggressive.
- – Assist staff and volunteers whenever necessary to ensure smooth, respectful handling of the public and their pets. Maintain a calm, pleasant, tactful, and professional demeanor at all times when dealing with the public, even in stressful situations.
- – Work courteously and cooperatively with staff and volunteers; foster an environment of effective teamwork; affect public relations beneficial to PAWS and its programs; and perform duties in a manner which encourages attainment of goals, contributions and business for PAWS.
- – Uphold and inform PAWS’ policies and procedures regarding record keeping. Assist in maintaining healthy, safe, sanitary, pleasant and clean facilities for the animals under the care of PAWS at all times.
- – Perform other duties as assigned.
- – Ability to work with and around animals including diseased, injured and/or vicious animals.
- – Allergic conditions, which would be aggravated when handling or working with animals, may be a disqualification.
- – Valid driver license with no record of convictions.
High school diploma or equivalent required. Bachelor’s Degree or some college preferred. Some public contact/customer service experience required. Experience working or volunteering with an animal rescue/shelter preferred.
Specific Job Skills Required:
- – Strong interpersonal, verbal and written communication skills. Ideal candidate is organized, personable, outgoing, patient, professional, able to get along well with a variety of people, innovative, flexible and motivated to develop and implement the goals, objective, and policies of the agency.
- – Affection and compassion for animals, concern for their welfare, and a willingness to accommodate animals in the workplace.
- – Strong sense of initiative and ability to problem-solve, identifying tasks that need to be accomplished and prioritizing appropriately, working independently with minimal supervision and direction.
- – Maturity, good judgment and a professional personal appearance.
- – Ability to read, write and understand English.
- – Flexibility, ability to manage multiple tasks and accommodate varied work assignments and schedules.
- – The ability to ask appropriate questions to gather information along with the ability to feel and show empathy for others.
- – The ability to turn people down, firmly when necessary, without becoming aggressive or unpleasant.
- – Comfort and ability to work with animals of unknown disposition and those who may exhibit medical and other problems, as well as aggressive tendencies.
- – Knowledge of various breeds and their characteristics and familiarity with symptoms of diseases common to dogs and cats.
- – General knowledge of preventive, diagnostic and therapeutic veterinary treatment of domestic animals.
- – Ability to communicate skillfully and effectively with a culturally diverse staff, volunteers and community in a professional, pleasant, respectful, courteous and tactful manner at all times.
- – Computer proficiency in Microsoft Office and Internet Explorer.
Customer Service Manager, Clinic Practice and Foster Care Manager
This is a non-exempt, part-time position. PAWS is open seven days a week. Daily reporting hours and days of the week will vary according to the needs of the organization and may include weekend, night and holiday work. Daily reporting hours and days of the week may vary according to the needs of the organization and may include weekend, night and holiday work.
Introductory Assessment Period:
The introductory assessment period runs from the date of hire for three months thereafter. For employment in any position with PAWS, this is the period during which the specifics of the job are learned. During the introductory assessment period, either the employee or PAWS may end the employment relationship without notice or prejudice.
There is no minimum period of employment guaranteed or implied by acceptance of an employment offer. It is the policy of PAWS that exempt positions are at-will, which means that employment is for no specified term and the employee or PAWS may terminate that employment at any time without cause.
To apply, please complete this form.