General Summary

The Customer Service Specialist is responsible for interacting with all customers, donors, and volunteers in a friendly and positive manner, and handling the administrative portion of animal return to owner, vaccine clinic, and adoptions.

Essential Responsibilities

• Enter and maintain accurate data for all animal adoptions, reclaims, and transfers.
• Answer telephone and in-person questions, responding with knowledge of WVHS and WVHS animals and events.
• Assist the Front Desk Manager with correspondence and other administrative tasks and projects.
• Handle all credit card and cash transactions.
• Check voicemail and promptly return calls a minimum of 3 times daily.
• Greet people as they come into the shelter and as they leave.
• Clean the front desk and lobby as needed throughout the day.
• Work together with WVHS volunteers in a friendly and collaborative spirit.
• Accurately release animals with medications and post-op aftercare instructions.
• Other duties as assigned.

Specific Job Skills

• Have solid computer skills, including experience with Excel and Word.
• Be able to multi-task in a fast-paced and stressful environment.
• Be able to learn assigned tasks readily.
• Be able to deal tactfully, respectfully, compassionately, and effectively with the public.
• Be able to acquire a working knowledge of state, county, and city laws and ordinances relating to the care, treatment, and regulation of animals.
• Be able to handle and interact with dogs, cats, and other animals in the shelter and have a working knowledge of individual animals as well as of the various breeds of animals and their care.
• Maturity, good judgment, and a professional personal appearance.
• Be able to learn and follow WVHS philosophies, including those related to adoptions and surrenders.
• Ability to read, write and understand the English language.
• Ability to read, write and understand Spanish preferred.
• Good interpersonal, communication, customer service, and time management skills are essential.
• The ability to treat animals and people with respect, contribute to effective teamwork, and foster public relations beneficial to the shelter and its programs.
• Experience working with rescue groups, a humane society, foster care involvement, or other animal welfare agencies is a plus.
• Experience working in the customer service industry is a plus.
• Experience working as a cashier is a plus.       

Educational/Physical Requirements

• High school graduation.
• Comprehensive knowledge of medical terminology preferred.
• Two years of experience performing front desk tasks and working with the public in an office environment is essential.
• Allergic conditions which would be aggravated when handling or working with animals may be a disqualification.

Availability:  WVHS is open 6 days a week and all but two holidays a year.  Availability and a willingness to work a flexible schedule are required.