Client Services Coordinator

Client Services Coordinator

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine's core values as we complete daily tasks, provide services to clients and care for our animals.

The Client Services Coordinator plays a vital role in supporting LifeLine Animal Project's mission by serving as the first point of contact for individuals bringing found animals to the shelter. This position combines compassionate customer service with strong administrative skills to ensure a smooth intake process, support animal reunification efforts, and educate the public on lifesaving programs. The ideal candidate is detail-oriented, calm under pressure, and passionate about animal welfare, working collaboratively with staff and volunteers to provide exceptional care and service to both animals and the community.

This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

• Perform all administrative tasks related to the intake of found pets, including scanning for microchips, taking clear and accurate photographs, and maintaining detailed records in the shelter's software system:
• Ask thoughtful and relevant questions to gather as much information as possible from finders, helping to increase the chances of quick reunification or appropriate placement for the animal.
• Make every effort to locate contact information or other owner contact information when incoming animals arrive with a source of identification, such as a microchip, rabies tag, or pet ID tag. Complete microchip tracing according to shelter and county protocols during the stray hold.
• Educate the public about key programs such as Friendly Finder and Take 48.
• Post Found Pet listings on social media platforms and actively search lost and found listings to identify possible matches with animals currently in the shelter.
• Accompany pet owners on walk-throughs of the shelter in a thorough, compassionate, and efficient manner to help locate their lost pets.
• Conduct administrative and daily operations related to the intake of bite quarantine cases, Foster returns and Return-to-Home cases:
• Process Return-to-Home cases by maintaining accurate documentation and ensuring all relevant protocols are followed consistently.
• Ensure any new information gathered by fosters is entered into the shelter software.
• Support owners during visits with their pets who are currently in the shelter's care, providing a calm and reassuring presence.
• Review intake records from the previous day to identify any missed opportunities for reunification and follow up as needed.
• Support LifeLine's mission to save lives by maintaining a comprehensive understanding of all shelter operations, programs, and services.
• Complete all administrative tasks related to animal licensing in an accurate and timely manner.
• Answer incoming phone calls and respond to emails professionally and promptly, including following up on voicemails in a timely fashion.
• Work with the Foster department on unscheduled foster returns and collect information surrounding the reason for return to be added in shelter software.
• Provide assistance to visitors by offering general information about shelter services and operations.
• Notify kennel management or veterinary staff if any animal shows signs of injury, illness, or distress.
• Demonstrate safe and compassionate animal handling techniques, consistently following shelter safety protocols.
• Safely and correctly handle all types of animals, including those under bite quarantine, aggressive animals, and feral cats.
• Adhere to disease control, animal health, and sanitation protocols to support LifeLine's mission to save lives.
• Ensure donated items are distributed to their appropriate locations in a timely and responsible manner.
• Work collaboratively with shelter staff and volunteers to ensure smooth day-to-day operations and deliver exceptional customer service.
• Operate with a judgement-free mindset and welcome visitors with a friendly and professional demeanor.
• Support and engage the volunteers who aid LifeLine.
• Participate in LifeLine's 40-hour annual training requirement.
• Maintain a clean and tidy work area.
• Other tasks as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Compassion for animals and the people who love and care for them.
• Strong interpersonal and communication skills, with the ability to engage compassionately and professionally with individuals from diverse backgrounds in person, over the phone, and via email.
• Detail-oriented and organized, with the ability to maintain accurate records of all client interactions and support services.
• Team-oriented mindset with a willingness to collaborate across departments and support organizational goals.
• Comfort working in a fast-paced environment, adapting to changing needs and priorities with a proactive and flexible approach.
• Cultural competency and commitment to diversity, equity, and inclusion, with an open-minded and nonjudgmental attitude.
• Basic computer literacy, including proficiency with email, Google Workspace, and data entry systems.
• Passion for LifeLine's mission and a desire to make a meaningful impact in the community.
• Knowledge of general animal care principles and practices.
• Strong work ethic with the ability to work independently.
• Ability to serve the public and fellow employees with honesty and integrity.
• Must be able to work weekends, holidays, and varying shifts based on shelter needs.
• Must have a means of travel that ensures prompt arrival for work shifts.
• Must pass a background check.

Minimum of high school diploma or equivalent. One or more years' experience in animal related field preferred. Experience in customer service, social work, animal welfare, or a related field is preferred.

While performing the duties of this job, employee may be exposed to unpleasant kennel smells. May have to handle dogs and cats that are stray, injured, diseased or vicious.