Customer Service Representative* - South Elgin
 
JOB DESCRIPTION

Elgin facility consistently encounter remarkable customer service that far exceeds expectations. * Bilingual candidates who can speak and write Spanish fluently are highly preferred for this role because our Customer Service Representatives are responsible for providing a positive first impression to visitors while carrying out aspects of our programs and services that involve direct contact with the public. These include animal adoptions, animal relinquishments/redemption, owner pickups of our Low-Cost Spay/Neuter Clinic clients, etc. Customer Service Representatives must truly enjoy interacting and building relationships with a wide variety of people and naturally be warm, welcoming, confident, and resourceful while exercising sound judgment.

 

Reports To: Customer Service Manager 

Job Type: Part-time, Hourly, Non-Exempt

 

ESSENTIAL DUTIES AND RESPONSIBILITIES (to include, but not limited to)
  • Positive experience: Ensuring everyone has a positive experience at Anderson including, but not limited to:

    • Providing prompt, courteous acknowledgment of visitors as they enter the shelter.

    • Answering the phone every time with a friendly tone and helpful manner.

    • Providing kind and efficient service to each guest, regardless of the reason.

    • Ensuring that all areas in public view, especially the lobby and Customer Service workspace, are clutter-free and organized. The floor, public restrooms, and visiting rooms must be kept clean and tidy throughout the day and kitten/puppy cages/pens/colonies need to appear welcoming and presentable at all times.

  • Performs adoptions: 

  • Must continuously familiarize with the animals currently available for adoption, which changes daily. Engages potential adopters in respectful conversations and actively listens to their past experience with pets, their family’s lifestyle, and activity level using adopter surveys to determine the type of pet that will be best suited to the family. Offers educated recommendations of available animals based on information collected during these conversations. Ensures that all appropriate information regarding the health and behavior of that animal has been clearly explained and follows the protocol for processing adoptions.

  • Animal surrender: Thoroughly understands and follows animal relinquishment policies. Treats all people relinquishing their pet with respect, compassion and without judgement.

  • Spay/Neuter Program: Ensures that animals are released to their owners in a timely fashion, following established procedures; conveys appropriate post-operative care instructions.

  • Communication: Responds to questions in-person, on the phone or via email in a timely, professional and courteous manner. Seeks out resources when/if needed to provide accurate, helpful information. Ensure that all donors, both financial and in-kind, are thanked appropriately.

 

KNOWLEDGE AND SKILLS
While applicants who are proficient in the desired skills for this role and have open availability are preferred; candidates who may lack the skills, but demonstrate ambition, compassion, understanding of Anderson’s mission, and enthusiasm for our future will be given strong consideration.
  • Thorough understanding of each Anderson program (including the staff responsible for each) and the details of each Anderson event to effectively promote to the public.   

  • Knowledge of the health and personalities of dogs and cats available for adoption.

  • General knowledge of positive reinforcement training methodology and ability to clearly convey the importance of following this training philosophy to potential adopters.

  • General understanding of common diseases of dogs and cats and ability to accurately inform potential adopters.

  • Sound judgement and ability to make confident, logical decisions at time of increased stress.

  • Deep appreciation of the importance of respect for all life and desire to model this behavior at all times when dealing with animals as well as other people.

  • Knowledge of and support for Anderson’s mission/vision, and desire to advance the organization through strong customer relations.

  • Strong skills and proven past success in positive conflict management.

  • Ability to communicate clearly, concisely and effectively, both verbally (in-person and over the phone) and in writing.

  • Attends monthly all-staff meetings.

WORKING CONDITIONS
  • Work Environment: Exposure to animals; potential exposure to zoonotic diseases, animal bites and scratches; exposure to high noise levels when in kennels; work may be performed outdoors with exposure to all weather conditions.

  • Physical Activities: Able to drive, stand, bend, squat, walk, and talk for up to eight hours a day; Able to lift up to 50 pounds with assistance; Able to work a flexible schedule with regular weekend and evening shifts.  Must have the ability to input data, read computer screens and printed material, communicate effectively in-person, via phone, video conferencing and e-mail, and operate office equipment. Physical presence in the office is required for this position.

EUTHANASIA STATEMENT

All volunteers and staff of Anderson Animal Shelter must understand and accept that, even though all reasonable accommodations are made to support the physical and emotional health of our shelter animals, there are situations in which animals must be euthanized.

To keep our staff and visitors as safe as possible, we are currently running this facility at 50% capacity. We also require everyone to wear masks when in public areas or cannot safely social distance, and to thoroughly sanitize hands and surfaces often.

 

Bilingual (fluent Spanish) candidates with open availability are highly preferred. Please email resume, cover letter including why you would like to join Anderson’s team to opportunities@andersonanimalshelter.org for consideration.

NORTH AURORA

Adoption Center

180 N Randall Road

North Aurora, IL 60542

Next to Pet Supplies Plus

(847) 697-2880 ext 80

northaurora@andersonanimalshelter.org

Adoption Center Hours

By appointment only.

SOUTH ELGIN

Main Shelter

1000 S La Fox Street

South Elgin, IL 60177

(847) 697-2880

(847) 697-8229 fax

info@andersonanimalshelter.org

Adoption Center Hours

By appointment only.

FOX VALLEY WILDLIFE CENTER

Entrance is second door

1000 S La Fox Street

South Elgin, IL 60177

(847) 697-2880 ext. 25

contact@fvwc.org

Center Hours

By appointment only.

BLOOMINGDALE

Adoption Center

412 W Army Trail Road
Bloomingdale, IL 60108

Inside Petco

(847) 697-2880 ext 90

bloomingdale@andersonanimalshelter.org

Adoption Center Hours

By appointment only.

Shelter Holidays

New Year's Day  ·  Memorial Day  ·  Fourth of July  ·  Labor Day  ·  Thanksgiving Day  ·  Christmas Day

We will close at 3pm on Christmas Eve and New Year's Eve.

Anderson Animal Shelter is a registered 501(c)(3) non-profit recognized by the IRS.

Copyright © 2014-2020 Anderson Animal Shelter

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