Part-Time, Customer Care Representative, Salem

DescriptionAbout Oregon Humane

Founded in 1868, Oregon Humane is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, Oregon Humane is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit <oregonhumane.org> to learn more about how we’re creating an ecosystem where all of us – animals and humans – feel safe, valued and part of something bigger.

The Team

Customer Care is responsible for education and matchmaking between our clients and the animals in our care. They will inform clients on topics ranging from pet ownership, training techniques, acclimation of pet into the home, and known behavioral/medical needs of the animals. Customer Care focuses on the transition of the animal from the shelter to the adopters home as well as supporting resources throughout the pets life.

The Position

The Customer Care Representative is a vital member of the Oregon Humane Shelter Operations team responsible for providing education about the animals in residence at the Oregon Humane to interested adopters and facilitating interactions between the animals and clients. Responsibilities include adoption support of the animals; customer service, hospitality to all Oregon Humane visitors. All staff members contribute to the stewardship of the organization’s mission and are expected to stay current on and understand issues related to animal welfare and Oregon Humane programs.

Eligible Benefits

We are committed to creating a better future for pets, and we work hard to achieve our goals while offering a rewarding workplace including competitive benefit packages to our employees.

Paid Time Off + Sick time

401(k) with employer match

Professional Development Opportunities

One free Oregon Humane adoption / year

Perks & Discounts at select vendors

Essential Responsibilities

PERSONAL LEADERSHIP

Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

LEARNING

Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside Oregon Humane at all levels.
Leverage our best practices externally and grow Oregon Humane’ reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

Act as a vital member of the Shelter Operations team by interacting with the public, showing animals to potential adopters, providing education about a variety of animals and processing adoption paperwork
Navigate complex conversations with diverse clientele in person and over the phone, providing education on different animal behaviors as well as discussing medical needs and diagnoses
Handle animals with a variety of behaviors and facilitate introductions of client dogs to shelter dogs.
Manage a high traffic reception desk answering in person questions, providing resources as needed and using various software platforms to set up client meet and greets
Use a POS to ring up purchases for clients in the retail store, while providing information about products and food nutrition
Educate clients and collaborate with them to create long-term in-home management plans and demonstrate positive training methods
Collaborate and communicate effectively, provide excellent customer service – internally and externally.
Reliably and accurately complete work by following up on requests, checking work for errors, completing requests on or before deadlines and assuming responsibility for successes or errors.
Assist in training new staff/volunteers.
Perform any other duty as requested by management.

SUPERVISOR RESPONSIBILITY

Supervises: None

ACCOUNTABILITY

Reports Directly To: Manager, Customer Care & Admissions

Often Engages Directly With: Customer Care, Animal Care, Admissions, Volunteers
QualificationsMinimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to Oregon Humane.

1 year related work experience in customer service, retail, food service, animal care/handling, and/or a high-pressure, high-volume work environment.
Able to solve problems in a constructive and positive manner.
Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff and volunteers.
Proficiency using the Microsoft Office Suite, including Outlook, Word, Excel.
Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, respectful and professional manner.

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including Oregon Humane staff, executive team members, donors, general public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional and respectful in all circumstances.