CUSTOMER SERVICE REPRESENTATIVE

Position Description:

Our Customer Service Representatives are focused and attentive as they ensure that every guest to our South Elgin shelter has a remarkable experience that far exceeds expectations. This role warmly engages visitors in conversation while carrying out aspects of our programs and services that involve connecting with the public which include: animal adoptions, animal relinquishments, owner pickups of our Low-Cost Spay/Neuter Clinic clients, etc. Ideal candidates truly enjoy interacting and building relationships with a wide variety of people and are naturally warm, welcoming, confident, and resourceful while exercising maturity and sound judgment.

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Reports To: Customer Service Manager 

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

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Responsibilities Include:

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Responding to questions in-person, on the phone, or via email in a timely, professional, and courteous manner

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Acknowledging all shelter guests promptly and courteously upon arrival

Maintaining a clutter-free and well-organized customer service workspace

Keeping all the public areas, such as the lobby, restrooms, and animal areas welcoming and presentable

Engaging Anderson visitors in respectful conversations while actively listening to their needs

Seeking out resources to provide accurate, helpful information; offering assistance to the fullest extent possible while creatively solving common problems

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

Getting to know the health and personalities of the current adoptable animals, as this changes daily

Offering educated recommendations of available adoptable animals based on knowledge gained during the conversation

Clearly communicating all appropriate information regarding the animal’s health and behavior during the adoption process

Thoroughly understanding and following animal relinquishment policies. Treat all people relinquishing their pets with respect, compassion, and without judgment

Ensuring that animals are released to their owners in a timely fashion, follows established procedures; conveys appropriate post-operative care instructions

Other duties as assigned

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Education/Skills/Expertise:

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.

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Bilingual Spanish fluency and open
availability will be given preference

Thorough understanding of and ability to clearly convey positive reinforcement training methodology and aspects of common illnesses of dogs and cats to potential adopters

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

Can clearly, concisely, and effectively communicate both verbally (in-person and over the phone) and in writing

Ability to walk, sit, stand, and/or endure occasional periods of high activity

Strength and willingness to work with domestic animals in a variety of sizes and temperaments

Exposure to animals and high noise levels. Potential exposure to zoonotic diseases, animal bites, and scratches

Occasional holiday and weekend shifts may be required

Attends monthly all-staff meetings

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. After the merger of Anderson Animal Shelter and Fox Valley Wildlife Center in February 2020, our organization currently cares for over 7,000 animals each year.

Anderson’s mission is to create mutually beneficial connections between people and animals through programs that raise awareness and inspire kindness, empathy, and respect throughout the community. Anderson is a 501c3 charitable organization and does not receive any federal or state funding. The shelter supports the compassionate and humane treatment of animals through direct care, humane education, and community outreach programs. With locations in the western suburbs of Chicago that include South Elgin, Bloomingdale, and North Aurora, they positively impact the community by supporting the human-animal bond.

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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 will be preferred. Please email resume and cover letter to opportunities@andersonanimalshelter.org for consideration