Job Title: Animal Intake Associate
Reports To: Animal Intake Supervisor & Customer Care Manager
FLSA Status: Non-exempt
Pay Range: $13.18 - $17.83
The Animal Intake Associate, under the direction of the Customer Care Manager and Animal Intake Supervisor, will deliver excellent service by assisting the public with specific animal intake service needs, answering questions and concerns, and providing accurate information to clients. The daily responsibilities of this position include serving clients seeking end of life services for their pets, surrendering animals to the SSPCA, and reclaiming lost pets. Individuals in this classification represent Sacramento SPCA philosophies and procedures to the public and are expected to maintain a positive and compassionate environment for those individuals visiting or calling the Sacramento SPCA.
Essential Job Functions:
- Greet and welcome every client into the Animal Intake Lobby.
- Deliver excellent customer service to all clients, staff, and volunteers.
- Project warmth while actively engaging with members of the public.
- Provide compassionate service to clients in a heightened emotional state.
- Proactively seek opportunities to educate customers, staff, and volunteers about surrendering animals, animal welfare, and end of life services.
- Answer client phone calls and emails in a professional manner, as well as assisting members of the public in person, while seeking out opportunities to make meaningful relationships and leave lasting impressions.
- Be comfortable quickly and accurately utilizing the SSPCA’s internal data and record keeping software in order to provide transparent and relevant information, as well as working in a fast paced environment in order to minimize client wait time and provide quality customer service.
- Accurately and efficiently process paperwork for animal surrenders, strays, reclaims and end of life services.
- Confidently read and verify customer identification.
- Possess the knowledge necessary to discuss the responsibilities of pet ownership, provide information about SSPCA services, and explain animal intake services and processes to shelter guests.
- Confidently and compassionately assist customers with end of life services and occasionally assist with the euthanasia of animals by injection as required.
- Possess the ability to remain calm, collected, and composed in occasionally high stress situations and environments.
- Have the ability to multitask and follow through on several assignments simultaneously.
- Communicate principles that convey and impart an understanding of the philosophies and procedures of the SSPCA to the public with compassion and candor.
- Strive to advance compassion and remain calm when dealing with fueled or emotionally charged situations and interactions with members of the public.
- Work collaboratively within a team that is dedicated to saving lives daily.
Additional Duties and Responsibilities:
- Treat all animals humanely, with compassion and concern, and transmit these values to others.
- Keep records of and respond to voicemails that are left by clients on the Animal Intake phone line.
- Perform efficient data entry, recordkeeping, filing and other reception duties.
- Assist with special events, including those held off campus, and occasional fundraising as needed.
- Must be committed to a high standard of safety and be willing and able to comply with all safety laws, as well as all of the organization's safety policies and rules. Must be willing to report safety violations and potential safety hazards to appropriate supervisory or management personnel.
Knowledge, Skills, and Abilities:
- Ability to work effectively with the public, fellow employees, management, and volunteers, as well as other agencies and groups that work in conjunction with the SSPCA.
- Consistently advance compassion and patience towards members of the public, fellow employees, management, and volunteers.
- Must be punctual and maintain regular, predictable attendance.
- Must be able to utilize email as a primary means of communication, including the use of spreadsheets, scheduling surrender appointments, as well as scheduling surgeries end of life services.
- Type and enter data at a rate of 35 words per minute.
- Ability to read and retain instructions, short correspondences, and memos.
- Possess a valid California Driver’s License with a clear driving record for at least one year prior to application.
- Basic computer skills using standard office programs such as Microsoft Word, Excel and similar programs.
Education and Experience:
- High school graduate or GED equivalent.
- One year experience in providing excellent customer service.
- Basic animal care knowledge is preferred, including knowledge of domestic animals in regard to breeds, behavior, appropriate care and housing, common health problems, disease symptoms and handling techniques.
- Any allergic condition that would be aggravated from exposure or through contact with animals or chemicals used to sanitize facilities, vehicles or equipment, may be a disqualification.
- Must stand, walk, bend and stoop frequently to perform duties. Have the ability to perform prolonged strenuous physical activity, including lifting and carrying objects weighing up to 50 pounds alone or up to 100 pounds with the help of fellow employees for short distances.
- May be exposed to hostile or abusive members of the public. Must be able to provide compassion and empathy with an often times emotionally-charged public.
- Deliver excellent service while carrying a fast-paced and changing workload, which at times can be stressful.
- Occasional exposure to harsh weather conditions such as heat, rain, wind, and cold.
- By nature of the industry, there may be occasional exposure to dead, injured, sick, unruly, vicious, and/or dangerous animals in addition to exposure to parasites and infectious diseases.
- Must be available and willing to work weekends, holidays, overtime, and attend mandatory training and meetings as the employer determines necessary or desirable to meet its needs in providing excellent service to the public and shelter clients, as well as internal staff and volunteers.