Customer Care Associate

Job Details

Job Location: Dublin Adoption Center & Spay/Neuter Clinic - Dublin, CA 94568Position Type: Full TimeSalary Range: $22.00 - $22.50 Hourly

The Customer Care Associate role is an exciting opportunity to play a key part in strengthening the human animal bond at one of the oldest animal welfare organizations in the country.

The Customer Care Associate (CCA) is responsible for providing the highest quality customer care for all clients that visit, email, or call East Bay SPCA. Our CCAs provide a welcoming first impression of our organization and, through exceptional customer service, help families find their new animal companions. Customer Care Associates are skilled at offering individualized care for all clients who contact us for assistance with their animal-related needs. The CCA is also responsible for basic animal care (feeding and cleaning) and disease control in all assigned animal habitats and kennels.

East Bay SPCA is a 501(c)3 non-profit committed to the welfare of dogs and cats in Alameda and Contra Costa Counties. Our mission is to transform the lives of cats and dogs by enriching the human-animal bond through respected and accessible expertise. Established in 1874, East Bay SPCA has a long history of compassionate care and receives no funding from any national organizations. You can find more information about East Bay SPCA on our website at www.eastbayspca.org.

Category: Full-time; Non-exempt
Location: Dublin
Reports to: Dublin Shelter Manager/Shelter Operations Director
Benefits: East Bay SPCA offers a comprehensive benefits package designed to support the well-being and future of our employees. Medical and dental benefits are fully covered, along with optional vision coverage. Employees can plan for their future with a 401(K) Retirement Plan featuring a 3% company contribution, life insurance, short-term and long-term disability insurance, and an Employee Assistance Program. The company also provides generous paid time off, starting at 120 hours per year, increasing to 160 hours after 5 years, and 200 hours after 10 years, plus 80 paid holiday hours annually and an additional personal holiday after one year. Employees enjoy extra perks such as the Pets at Work Program, waived pet adoption fees, discounted veterinary care, behavior and training classes, up to $75/month public transit/vanpool commuter reimbursement, and various industry discounts, including Pet Food Express.

Qualifications

Responsibilities

• Provide excellent client experience to all in a professional, courteous, and timely manner.
• Assess and triage client needs correctly via email, phone and in person.
• Introduce clients to animals that are available for adoption, matchmake animals with people, and process adoptions.
• Attempt owner reunification for stray animals by monitoring lost and found websites and incoming reports.
•  Process animal intakes and outcomes in conjunction with partner agencies and Animal Control officers.
• Serve as the primary point of contact for owner surrender requests in Dublin; review and assess surrender forms, coordinate evaluation appointments, and provide alternative rehoming resources when appropriate.
• Support Foster appointments and communication as needed.
• Receive and process donations.
• Maintain well-organized, properly stocked, and clean reception desk area, lobby, and adoption hall; keep tidy the donation bins and adoption give-away area, remove trash and recycling, and spot clean throughout the day.
• Inform and provide education to customers on responsible pet ownership, general animal care and welfare within the scope of East Bay SPCA training.
• Responsible for maintaining accurate and timely physical and electronic records including, but not limited to, processing incoming and outgoing animal transactions, entering animal treatments, and documenting customer notes.
• Deliver excellent customer service, at all times, including while facilitating, conducting, counseling for, and returns, surrenders, and during other customer interactions.
• Responsible for the timely opening and closing of the reception areas, including preparation of the area for receiving customers.
• Ensure all monetary transactions are accounted for and match the amount on the end of day reports before submitting to closing manager, daily.
• Assist with training customer care volunteers.
• Implement marketing efforts for the Dublin adoption center, including but not limited to promotion of programs and services to visitors, participation in special events, and