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Customer Service Assistant

St. Hubert's Animal Welfare Center
Madison, NJ
  • Posted: over a month ago
  • Full-Time
Job Description

St. Hubert’s requires all staff to be fully vaccinated against COVID-19 unless a medical or religious exemption applies. New employees must submit proof of full vaccination, or request for a medical or religious exemption, before their first day of work in St. Hubert’s workplace. Employees receiving a medical or religious exemption will be required to submit a weekly, time-stamped, negative COVID test to HR.

Job Summary:

Be the primary team member to greet, guide and provide knowledgeable answers to the public, on the phone and in person. Process intakes including strays and owner surrenders, and outcomes including returning animals to owners. Work collaboratively with the Community Programs team to provide empathetic and compassionate support and solutions to help keep people and their pets together. Must be a detail-oriented and non-judgmental team player who is energized by contact and conversation with people.

Duties and Responsibilities:

  1. Provide prompt and courteous service to all callers and visitors on a wide variety of topics including St. Hubert’s programs.
  2. Greet all incoming visitors in a welcoming and professional manner.
  3. Perform daily duties and responsibilities including answering telephones, computer data entry, educating public on responsibility of companion animal ownership; forward calls as needed.
  4. Assist with dog field trips as needed.
  5. Assist with finalizing adoptions as needed.
  6. Ensure cleanliness of front desk and lobby area. Responsible for maintaining an organized work area.
  7. Ensure compliance with St. Hubert’s policies and procedures.
  8. Provide prompt, courteous service to customers inquiring about HRA shelter policies and programs.
  9. Resolve customer service complaints, under supervision of Customer Service Manager.
  10. Ensure office and printer/copier supplies are ordered, replaced as needed and stocked.
  11. Read and respond to St. Hubert’s email daily and respond in a timely fashion.
  12. Record and forward messages to other departments.
  13. Communicate with other internal departments to resolve customer questions, concerns, or complaints.
  14. Develop familiarity with St. Hubert's ACO contracted towns and regulations/procedures.
  15. Provide reports as needed to Customer Service Manager.
  16. Report maintenance/repair issues to the Customer Service Manager and Facilities department.
  17. Assist St. Hubert’s volunteers as needed.
  18. Works collaboratively with Customer Service Manager to promote a Customer Service driven environment.
  19. Always represent St. Hubert’s in a professional and courteous manner. Provide quality service to the public, volunteers, and employees recognizing their individual contributions to the success of the organization.
  20. Perform other administrative duties and special projects, as assigned or needed.

Qualifications and Requirements:

  1. Knowledge of customer care or client services best practices, techniques, or procedures.
  2. Knowledge of and ability to handle domestic, exotic, and wild animals preferred. Knowledge of restraint, handling techniques, and general animal safety practices preferred.
  3. Excellent interpersonal skills with a customer service orientation. Ability to communicate effectively, courteously, and professionally with a variety of individuals representing the public, board members, volunteers, donors, and employees: bilingual a plus
  4. Ability to exhibit sound judgment and handle confidential matters.
  5. Ability to be a team player with a positive, can-do and pro-active approach who likes working in a fast-paced environment.
  6. Computer literacy with proficient use of programs including Microsoft Office programs, email, Internet and database management software.
  7. Ability to manage emotional aspect of work in an animal shelter environment in a positive professional manner.
  8. Passion for St. Hubert’s mission, and for caring for all animals regardless of age, breed, temperament, or species, and supporting and educating members of the public, free of judgment or bias.

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

  1. Regularly sits at a computer station and operates electronic equipment.
  2. Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted.
  3. Ability to be comfortable working with cats, dogs, small animals, reptiles, fish, and wildlife.
  4. Ability to perform strenuous physical activity daily, including but not limited to lifting and carrying, reaching, stooping, squatting, and bending. Regularly moves about the facilities to coordinate work. Typically stands, bends, stoops, and crouches while working special events.
  5. Due to the nature of shelter work, may be exposed to deceased, fractious, or aggressive animals; common allergens; hostile or irate persons; zoonotic or other diseases; unpleasant noises, odors, or sights; and extreme temperatures.

Education and Experience:

Minimum 1 year of progressively responsible and hands-on experience in a customer/client service environment.

Salary premium may be offered for multilingual candidates proficient in Spanish, French and Mandarin.

St. Hubert's is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them.

St. Hubert's Animal Welfare Center


Madison, NJ
07940 USA



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