Village Service Representative

Heidi’s Village is seeking a warm, professional, and service-minded Village Service Representative to serve as one of the primary faces and voices of our organization.

This is a customer service role at its heart. We are looking for someone who genuinely enjoys helping people, takes pride in creating a positive experience, and shares our passion for animals and the people who love them.

As a Village Service Representative, you will often be the first person someone meets when they walk through our doors and the first voice they hear when they call. Whether welcoming a rescue partner, assisting a visitor, helping someone find their new family member, answering a question, or supporting a fellow team member, you will help ensure every interaction with Heidi’s Village feels welcoming, professional, compassionate, and helpful.

What You’ll Do

• Serve as a welcoming and professional first point of contact for visitors, rescue partners, community members, adopters, vendors, and guests
• Answer incoming calls and respond to questions with warmth, patience, accuracy, and professionalism
• Listen carefully to understand needs, provide helpful information, and connect people with the appropriate team member or resource
• Support adoptions of Heidi’s Village dogs and cats, helping prospective adopters learn about available pets, facilitating introductions, and guiding them through the adoption process
• Help create a positive, thoughtful adoption experience focused on making successful connections between pets and people
• Provide exceptional customer service during both everyday interactions and more challenging or emotional situations
• Assist with general administrative responsibilities, including data entry, recordkeeping, email correspondence, documentation, and other front-office needs
• Help coordinate visitor, partner, and organizational needs throughout the day
• Maintain a clean, organized, professional, and welcoming reception and lobby environment
• Communicate effectively with teams throughout Heidi’s Village to ensure questions and needs are addressed promptly
• Handle payments, invoices, and other routine transactions or administrative processes as needed
• Approach concerns and problems with patience, good judgment, and a solutions-focused mindset
• Help create a calm, positive environment for the animals, people, partners, and team members who come through our doors
• Serve as a knowledgeable and positive ambassador for Heidi’s Village, our mission, and the work we do in the animal welfare community

What We’re Looking For

• At least one year of customer service, hospitality, reception, or other public-facing professional experience
• A genuine passion for providing exceptional service and helping others
• Excellent verbal and written communication skills
• A warm, approachable, and professional presence
• Strong listening skills and the ability to communicate with empathy and patience
• Ability to remain calm, composed, and solutions-focused in a busy or sometimes emotional environment
• Strong organizational skills, attention to detail, and ability to manage multiple priorities
• Confidence using computers, email, office technology, and learning new systems
• Sound judgment and the ability to handle sensitive information and situations professionally
• A dependable, collaborative approach and willingness to help wherever needed
• A genuine connection to animal welfare and compassion for animals and the people who care about them
• Comfort interacting directly with dogs and cats and helping prospective adopters through the process of welcoming a new pet into their family
• Spanish language skills are a plus
• Previous experience in animal welfare, nonprofit organizations, hospitality, veterinary services, or a similar environment is helpful, but not required

Our Culture

At Heidi’s Village, we hire not only for skills, but for culture fit . We are looking for team members who will embrace and reflect our organizational values:

• Commitment – We are dedicated to our mission, our animals, and one another
• Harmony – We work collaboratively and respectfully across teams
• Accountability – We take ownership of our work and follow through
• Respect – We treat people and animals with dignity, empathy, and professionalism
• Trust – We build confidence through honesty, consistency, and sound judgment
• Safety – We prioritize the safety and wellbeing of animals, staff, visitors, and partners

Work Environment

Heidi’s Village is a busy animal welfare organization where no two days are exactly alike. Our Village Service Representatives interact with a wide variety of people and situations and work in an environment where priorities can change quickly.

Because of the nature of animal welfare, some interactions may involve people who are worried, frustrated, emotional, or experiencing difficult circumstances involving an animal. The right person for this role can meet those moments with patience, empathy, professionalism, appropriate boundaries, and good judgment.

This position works directly around dogs and cats and may occasionally encounter animals that are sick, injured, frightened, stressed, or otherwise require thoughtful and careful interaction.

Why Join Heidi’s Village?

At Heidi’s Village, great service is part of great animal welfare.

We believe the way people are welcomed, listened to, communicated with, and supported matters. That includes helping people discover the joy of adoption and helping Heidi’s Village animals find the families they deserve.

Our Village Service Representatives play an important role in creating those experiences every day.

If you are a customer service professional who loves helping people, cares deeply about animals, and wants your work to contribute to something meaningful, we would love to hear from you.