Customer Care Associate

Key Responsibilities:
Animal Care:
• Clean and disinfect all shelter animal housing areas, cages, and runs as necessary to maintain a safe and sanitary environment.
• Feed and provide fresh drinking water to all shelter animals.
• Mop floors; perform laundry, dishwashing, light maintenance, and other janitorial duties as assigned.
• Unload, store and restock equipment, supplies and feed in a proper manner.
• Monitor the daily health, safety, behavior and appearance of all shelter animals reporting anything that requires training and medical services.
• Give medication and supplements as prescribed by the Shelter Veterinarian.
• Maintain accurate and up-to-date records as required.
• Provide special care as needed or directed including walking dogs and moving animals throughout the shelter.
• Assist with holding animals during medical procedures as needed.
• Maintain a pleasant, professional, courteous and tactful position with co-workers and the public at all times.
• Assist the general public as requested, responding to inquiries of a general nature by telephone and in person.
• Complete classes scheduled by the Behavior & Training Department and Shelter Medicine.
• Actively support and promote the mission and goals of the Humane Society of Sonoma County ensuring a positive image, enhancing the operation of the organization, and improving the quality of life for animals.
• Perform other duties as assigned.
• Assist the general public in the admittance of their pet or stray animals through proper interviewing techniques and completion of all necessary paperwork.
• Perform minor medical tasks such as gross physical examination, sub-Q vaccinations,
microchip implantation, oral general de-wormer and blood draw at time of admittance, if needed.
• Accurately and completely enter admission and any animal information utilizing the Shelter Buddy software.
• May be required to work at the Healdsburg Center as needed
Adoptions:
• Ensure a culture of high-quality customer service for both internal and external customers.
• Participate in animal surrender and adoption process, as well as stray intake from the public.
• Partner with and supervise volunteers assisting in the department.
• Provide information to the public on all services and programs of the Humane Society, articulating the organization's policies and philosophies in a positive manner.
• Remain educated and up to date on the animals available for adoption.
• Problem-solve and think creatively to provide a positive outcome for clients and the animals in our care. Diffuse conflict when necessary.
• Understand animal behavior and common issues in order to make good adoption matches.
• Monitor the health of adoptable animals reporting any medical or behavioral problems to the Adoptions Manager or Medical team.
• Treat all animals humanely at all times, display kindness, compassion and empathy for both people and animals.
• Embrace a culture of teamwork and cooperation.
• Photograph adoptions keeping record of positive adoption stories.
• Interview applicants, review adoption applications, and make decision to finalize or deny adoption. Communicate courteously when denying a request.
• Maintain efficient interdepartmental procedures and processes.
• Support outreach and offsite adoption events.
• Follow up on adoptions via phone after animal has been placed in a new home.
• Complete opening and closing procedures including running reports and balancing cash drawer.
• Provide advice to clients having problems with their pet with the goal of keeping the animal in the home.
• Assist individuals with lost and found pets, creating and checking reports frequently.
• Process animal cremation requests (may require handling of deceased animals).
• Occasional intake of wildlife. Communicates and partners with other community agencies.
• Other duties as assigned.