Customer Care Representative, Vet Services

Summary of Purpose:

Inland Valley Humane Society & SPCA rescues and protects companion animals by supporting their well-being, creating pathways to loving homes, reuniting lost animals with their families, and providing community resources and education that promote responsible, humane care. The Customer Care Representative serves as a welcoming and knowledgeable first point of contact for the public, delivering accurate information, compassionate assistance, and practical solutions while representing the organization’s mission and core values.

Essential Duties and Responsibilities:

• Maintains a professional, welcoming, and respectful demeanor at all times and promptly greets clients and guests upon arrival at IVHS care centers.
• Welcomes each client entering IVHS, promptly determines the purpose of the visit, and directs the client to the appropriate service, resource, or staff member.
• Provides accurate, thorough, personalized, and respectful communication across all service channels; identifies appropriate solutions and consults leadership when an inquiry requires additional guidance or authorization.
• Responds to public inquiries by phone, email, and in person; provides accurate information about IVHS services, programs, policies, and available resources.
• 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.
• Collaborate with pet owners and community members to review available information, explain lost-and-found resources and procedures, and support timely reunification of lost pets with their families.
• Contributes to IVHS return-to-owner efforts by providing responsive service, accurate guidance, and consistent follow-up within the scope of the role.
• Processes pet license applications and related transactions within IVHS’s jurisdiction in accordance with applicable requirements and established procedures.
• Promotes the benefits of spay and neuter services by providing accurate information and engaging clients in a respectful, positive, and nonjudgmental manner.
• Assists with receiving, organizing, monitoring, and restocking supplies for the community pet food pantry and helps maintain a clean, orderly distribution area.
• Responds to requests for help promptly, compassionately, and professionally.
• Cleans and sanitizes assigned work areas, including the safe removal of animal waste, dirt, and other contaminants, in accordance with established health and safety procedures.
• Performs other duties as assigned.