CUSTOMER SERVICE REPRESENTATIVE

Anti-Cruelty Job Description

Job Title: Customer Service Representative

Department: Shelter Care-Adoption Team

Reports To: Animal Care Managers

Status: Non-Exempt

Position Summary

The Customer Care Team works closely with the Adoption Team to support daily operations in the adoption center and provide consistent, professional service to all visitors. This role interacts with adopters, volunteers, donors, and the general public, helping ensure the adoption process runs smoothly and the facility remains organized and welcoming.

Customer Care Team Members assist with front desk duties, adoption transactions, animal pick-ups, basic facility upkeep, and general administrative tasks. This position reports to Adoption Team management.

Essential Job Functions

• Uphold the PETS Work Culture Agreement through Praise, Engagement, Trust, and Support.
• Provide clear, professional assistance to all visitors and callers
• Answer incoming phone calls and respond to questions or concerns
• Support adoption transactions, including processing fees, and issuing materials (rabies tags, ID tags)
• Assist with daily adoption center setup and upkeep
• Maintain cleanliness and organization of public-facing spaces
• Follow opening and closing procedures, including accurate handling of cash, credit, and check transactions
• Complete basic administrative tasks such as data entry and filing
• Support donation processing
• Assist with laundry and general facility needs as assigned

Knowledge, Skills, and Expectations

• Strong communication and customer service skills
• Comfortable interacting with a wide range of people
• Able to stay organized and manage multiple tasks at once
• Professional and reliable with a consistent work ethic
• Basic computer skills (desktop, laptop, or tablet use)
• Ability to work both independently and as part of a team
• Maintains a clean and professional appearance
• Willing to learn and follow organizational policies and procedures
• Must have a sense of caring for animals.
• Ability to manage emotional aspect of work in an animal welfare environment in a positive, professional manner.

Education & Experience Requirements

• High school diploma or GED required
• Customer service and cash handling experience preferred
• Experience working with animals preferred
• Equivalent combinations of education and experience will be considered

Physical Requirements

• Comfortable working around companion animals
• Ability to stand and move for extended periods
• Ability to bend, stoop, and reach as needed
• Ability to lift up to 40 pounds
• Ability to work in varying weather conditions
• Due to nature of shelter work, may be exposed to deceased, fractious, or aggressive animals; hostile or irate persons; zoonotic or other diseases; unpleasant noises, odors, or sights; and extreme temperatures.

The job description is a guide to the essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions. Job descriptions are reviewed and revised to meet the changing needs of the organization at the sole discretion of management.

Anti-Cruelty is an equal opportunity employer