Customer Care Representative, Salem

Job Location: Salem Campus - Salem, OR 97317

Position Type: Full Time

Salary Range: $17.71 - $18.09 Hourly

About the Oregon Humane Society

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we’re creating a More Humane Society.

The Team

Customer Care is responsible for education and matchmaking between our clients and the animals in our care. They will inform clients on topics ranging from pet ownership, training techniques, acclimation of pet into the home, and known behavioral/medical needs of the animals. Customer Care focuses on the transition of the animal from the shelter to the adopters home as well as supporting resources throughout the pets life.

The Position

The Customer Care Representative is a vital member of the OHS Shelter Operations team responsible for providing education about the animals in residence at the Oregon Humane Society to interested adopters and facilitating interactions between the animals and clients Responsibilities include adoption support of the animals; customer service, hospitality to all OHS visitors. All OHS staff members contribute to the stewardship of the organization’s mission and are expected to stay current on and understand issues related to animal welfare and OHS programs.

Eligible Benefits

We are committed to creating a better future for pets, and we work hard to achieve our goals while offering a rewarding workplace including competitive benefit packages to our employees.

• Medical/Dental/Vision

• Paid Time Off + Sick Time + Holidays

• 401(k) with employer match

• Professional Development Opportunities

• One free OHS adoption/ year

• Perks & Discounts

Essential Responsibilities

PERSONAL LEADERSHIP

• Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.

• Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.

• Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

LEARNING

• Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.

• Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.

• Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

• Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.

• Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels.

• Leverage our best practices externally and grow OHS’ reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

• Act as a vital member of the Shelter Operations team by interacting with the public, showing animals to potential adopters, providing education about a variety of animals and processing adoption paperwork

• Navigate complex conversations with diverse clientele in person and over the phone, providing education on different animal behaviors as well as discussing medical needs and diagnoses

• Handle animals with a variety of behaviors and facilitate introductions of client dogs to shelter dogs.

• Manage a high traffic reception desk answering in person questions, providing resources as needed and using various software platforms to set up client meet and greets

• Use a POS to ring up purchases for clients in the retail store, while providing information about products and food nutrition

• Educate clients and collaborate with them to create long-term in-home management plans and demonstrate positive training methods

• Collaborate and communicate effectively, provide excellent customer service – internally and externally.

• Reliably and accurately complete work by following up on requests, checking work for errors, completing requests on or before deadlines and assuming responsibility for successes or errors.

• Assist in training new staff/volunteers.

• Perform any other duty as requested by management.

SUPERVISOR RESPONSIBILITY

Supervises: None

ACCOUNTABILITY

Reports Directly To: Customer Care Manager

Often Engages Directly With: Customer Care Department

Qualifications

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.

• 1 year related work experience in customer service, retail, food service, animal care/handling, and/or a high-pressure, high-volume work environment.

• Able to communicate verbally and in writing with a diverse population.

• Able to solve problems in a constructive and positive manner.

• Able to exercise sound judgment during all interactions with the public, staff and volunteers.

• Basic working knowledge of computer software programs.

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional and respectful in all circumstances.

WORKING CONDITIONS

• Work performed concurrently in an office and animal medical center/shelter environment.

• Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects to completion.

• Weekend, evening work and holidays may be required.

• Animal contacts and related injuries may occur.

• Noise exposure in the work environment is moderate.

PHYSICAL REQUIREMENTS

• Must be able to lift, move, guide or manage an animal cart or inanimate objects weighing up to 150 lbs.

• Prolonged standing and/or stooping may occur.

• Frequent bending and reaching into confined spaces.

• Hearing capacity sufficient to engage in in-depth conversations with individual clients and team members, and for animal handling.

• Occasional lifting and moving of animals weighing up to 150 lbs. Occasional lifting and moving of inanimate objects weighing up to 50 lbs.

• Frequent pushing and pulling of carted items weighing up to 150 lbs.

• Frequent use of hands and arms at or above shoulder level.

• Frequent keyboarding and use of computer peripherals.

• Must be able to use and operate standard office equipment such as photocopiers, fax machines, projectors and telephones.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.