Customer Service Representative - South Elgin
 
JOB DESCRIPTION

The primary goal of the Customer Service Representative is to ensure that all visitors to Anderson Animal Shelter’s South Elgin facility consistently encounter remarkable customer service that far exceeds expectations. Our Customer Service Representatives are responsible for providing a high-quality experience and positive impression of Anderson to the public. Customer Service Representatives are the face of Anderson and carry out aspects of our programs and services that involve direct contact with the public either in person, over the phone or by email. These include animal adoptions, animal relinquishments/redemption, owner pick-ups 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.  

 

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

Reports To: Customer Service Manager

 

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.

  • Perform 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.

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

  • 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.

  • Occasional evening and holiday shifts may be required.  Weekend shifts may be routine. Willingness, flexibility and ability to occasionally work at other Anderson locations (North Aurora and Bloomingdale).

  • Other duties as assigned.

 

KNOWLEDGE AND SKILLS
  • 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 the ability to accurately inform potential adopters.

  • Sound judgment 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.

Other: Must be at least 21 years of age (required for insurance purposes); have a valid Illinois Driver’s License and insurable driving record.

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.

 

TO APPLY

Candidates with open availability will be preferred. Please email resume and cover letter with the subject: SOUTH ELGIN CSR to opportunities@andersonanimalshelter.org for consideration. Please consider your commute before applying. 

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

Mon–Fri      Noon–6pm

Sat  11am–6pm

Sun   11am–5pm

Adoptions stop 30 mins before close of business.

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

Mon–Fri      Noon–7pm

​Sat-Sun   11am–5pm

Adoptions stop 30 mins before close of business.

BLOOMINGDALE

Adoption Center

412 W Army Trail Road
Bloomingdale, IL 60108

Inside Petco

(847) 697-2880 ext 90

bloomingdale@andersonanimalshelter.org

Adoption Center Hours

Mon–Fri      Noon–6pm

​Sat-Sun   11am–6pm

Adoptions stop 30 mins before close of business.

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 © 2014-2019 Anderson Animal Shelter

Get involved. Stay informed.