Customer Service Representative
North Aurora Adoption Center
 
JOB DESCRIPTION

The main objective of the Animal Care and Customer Service Representative at Anderson’s North Aurora Adoption Center is two-fold. First, this role helps ensure that our animals are consistently given the highest quality care. This includes, but is not limited to: routinely cleaning and sanitizing their immediate environment, engaging our animals with enrichment and physical activity throughout the day, feeding, attentively monitoring their physical health and behavior, and when needed, medicating as directed by Anderson’s veterinary clinic.

 

The second goal is to provide every visitor a guest experience that far exceeds expectations. Customer Service Representatives engage our potential adopters in conversation to assess their lifestyle, needs and wants in a pet to appropriately match and introduce animals in our care. We seek out candidates that truly enjoy interacting with and building relationships with a wide variety of people and are naturally warm, welcoming, confident and resourceful while exercising sound judgment.

 

Reports To: North Aurora Adoption Center Manager

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

 

ESSENTIAL DUTIES AND RESPONSIBILITIES (to include, but not limited to)
  • Daily, attentive animal care by keeping our animals in superior mental and physical health, and their environment clean and sanitized to the highest standards.

  • 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 adoption center.

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

    • Extending kind, efficient service without judgment to each guest, regardless of the reason.

    • Ensuring that all areas of the adoption center are clutter-free and organized. The floor and visiting areas 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: Continuously familiarizes him/herself 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 survey to determine the type of pet that will be best suited to the family. Offer educated recommendations of available animals based on information collected during these conversations. Once a decision has been made, ensure that all appropriate information regarding the health and behavior of that animal has been clearly explained and follow the protocol for processing adoptions.

  • 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.

  • Other duties as assigned.

 

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. 
  • Schedule may include weekdays, weekends and holidays. Candidates with open availability will be preferred.  

  • 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 the ability to clearly convey the importance of following this training philosophy to potential adopters.

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

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

  • A 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. Attends All-Staff meetings.

  • Professional demeanor and strong positive conflict management skills.

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

  • Willing to occasionally commute to work at Anderson’s North Aurora and/or South Elgin locations. 

  • Must have a valid Illinois Driver’s License and insurable driving record.

  • Willingness to adjust to changing conditions

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.

 

ABOUT US 

Anderson Animal Shelter was incorporated in 1966 as the Humane Society of North Central Illinois. Over the years, the shelter has transitioned from a traditional community animal shelter to one of the most progressive humane societies of its kind. Anderson Animal Shelter collaborates with public and private organizations and individuals to shelter, care for and promote the adoption of stray and unwanted companion animals. We advocate for the compassionate and humane treatment of these animals through direct care, humane education and community outreach programs.

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.

Candidates with open availability are preferred. Please email resume and cover letter to opportunities@andersonanimalshelter.org for consideration.

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.

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.

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.

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

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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