Customer Service Coordinator

Customer Service Coordinator

Humane Society for Hamilton County

Reports To: Customer Service Manager

Pay: $18.00 – $19.00 per hour

Be the calm in the chaos. Be the voice at the front line. Be part of the reason animals find their way home.

At the Humane Society for Hamilton County, our Customer Service Team is often the first face, first voice, and first impression people experience when they walk through our doors. This team helps families adopt, reunites lost pets with their people, supports animal intakes, answers tough questions, and keeps the front of the shelter moving with compassion and professionalism.

We are looking for a Customer Service Coordinator who can help lead that work.

This is a hands-on leadership role for someone who is mature, dependable, people-smart, animal-focused, and steady under pressure. You will work alongside the Customer Service Manager to support, coach, train, and guide our Customer Service Intake & Adoption Counselors while helping ensure every visitor, adopter, donor, supporter, and community member receives exceptional service.

This role is not for someone who wants to sit on the sidelines. We need someone who can jump in, solve problems, keep the team on task, redirect when needed, and step up as second in command when the Customer Service Manager is not on site.

What You'll Do

As the Customer Service Coordinator, you will help keep the customer service department organized, professional, mission-focused, and moving in the right direction each day.

You will:

• Greet customers and help direct them to the correct area of the building.
• Answer phones, retrieve messages, and route calls appropriately.
• Counsel potential adopters and help match people with the right animals.
• Assist with adoption applications, adoption overviews, intakes, outcomes, and adoption paperwork.
• Help train new and existing customer service team members.
• Support the daily workflow of the Customer Service Team.
• Help ensure daily checklists, cleaning tasks, closing duties, and department protocols are completed correctly and on time.
• Reconcile cash drawer and credit card totals during end-of-day procedures.
• Help coordinate the monthly customer service schedule with the Customer Service Manager.
• Keep customer-facing areas clean, organized, and welcoming, including the admissions lobby, adoption lobby, retail area, adoption cubes, restrooms, vestibules, and public walkways.
• Provide guidance to employees during difficult or complex customer situations.
• Step in to professionally handle escalated customer concerns, adoption questions, and stressful situations.
• Communicate concerns quickly and appropriately to the Customer Service Manager and other department managers.
• Help maintain a clean, safe, disease-conscious environment for animals, staff, and the public.
• Participate in onboarding, training, hiring input, disciplinary conversations, and performance review feedback as needed.
• Assist with HSHC events, activities, and off-site duties as required.
• Perform all duties of Customer Service Attendants when needed.

Who We're Looking For

The right person for this role understands that shelter work is meaningful, emotional, busy, messy, loud, unpredictable, and incredibly rewarding.

We need someone who can be kind without being passive, firm without being harsh, and organized without losing compassion.

A strong candidate will be someone who:

• Embraces HSHC's No-Kill philosophy and "whatever it takes" mindset.
• Has strong customer service instincts and knows how to make people feel heard.
• Can lead by example and support a team in real time.
• Is comfortable coaching, redirecting, and holding team members accountable.
• Can stay calm during emotional, stressful, or fast-moving situations.
• Communicates clearly and professionally with customers, coworkers, and managers.
• Is comfortable working with both cats and dogs.
• Understands that animal welfare requires compassion, urgency, flexibility, and good judgment.
• Can multitask without losing track of the details.
• Takes initiative instead of waiting to be told what needs done.
• Is not afraid to jump in wherever help is needed.

Applicants must have:

• At least 3 years of customer service experience.
• At least 3 years of supervisory experience.
• At least 2 years of animal welfare knowledge in a shelter, veterinary clinic, animal boarding, or similar environment.
• Strong computer skills, including Microsoft Office, email, and database/data entry systems such as PetPoint, Excel, or similar software.
• The ability to bend, stand, walk, and lift throughout a 10-hour shift.
• The ability to work nights and weekends.
• The ability to work around animal sounds, smells, allergens, and the natural distractions of a busy shelter environment.

Why This Role Matters

This position helps set the tone for the entire customer experience at HSHC. You will help families meet their new best friend, support people through emotional conversations, help guide animals through the shelter process, and lead a team that plays a critical role in our daily operations.

Because the Humane Society for Hamilton County is committed to the success and overall well-being of our team, we are proud to offer our full-time employees the following comprehensive benefits package:

• Medical Insurance: HSHC pays a flat amount toward each, full-time employee's individual medical premium to make this benefit affordable. FT Employees are eligible for coverage on the first day of the month after their hire date. Multiple medical plans provided through Anthem BC/BS from which you can choose the best plan/deductible to meet your needs and budget.
• Dental & Vision Insurance: FT Employees are eligible for coverage on the first day of the month after their hire date. Our dental and vision plans are both comprehensive and affordable. These premiums are not covered by HSHC.
• Life Insurance: Each employee receives complimentary life insurance.
• Generous Paid Time Off starts accruing on your first day of employment.
• 401(K) Matching
• Employees Paid Weekly
• Professional Development & Career Planning
• Long/Short Term Disability
• FSA/HSA
• Employee Assistance Program
• Identity Theft Protection
• Mental Health Services
• Retirement Planning
• Annual Vaccines
• Monthly Preventatives
• Diagnostic Testing
• Prescription food and medications with a current DVM prescription (some exceptions apply)
• FREE X-Rays when staff time permits and no sedation is required (does not include cost to read results, some exceptions may apply)
• FREE Pet Supplies when available

Apply Today

If you are ready to bring your customer service experience, animal welfare knowledge, leadership skills, and heart for the mission to HSHC, we would love to meet you. Please apply for the position.