Are you looking for a career working for an organization that makes a difference in the lives of animals every day? The Client Care Specialists serve as the shelter’s main point of contact with members of the public via phone, email, and in person interactions. This position represents CAA in a professional and courteous manner and provides quality client Care to all members of the public to ensure that every person has a positive experience. This position requires learning a wide range of policies and procedures and the ability to enter and complete accurate and complete data. The ideal candidate is naturally welcoming, confident, and resourceful while able to interact with and build positive relationships with a variety of people.
Job Duties include but are not limited to:
Supervisor duties are completed in addition to regular Client Care Specialist duties.
Ensures and assists Client Care Specialists with providing quality service in person, via telephone, and via email.
Ensures Client Care Specialists are knowledgeable on animal guardianship, adoption counseling, and protocols regarding admissions, adoptions, and redemptions.
Assists in handling scheduling conflicts and ensuring shifts are covered per schedule that Client Care Supervisor provides. Act as point of contact for Client Care Specialists for scheduling conflicts
Hold Client Care Specialists accountable for their actions and take disciplinary action in accordance with CAA Employee Policies when necessary following departmental protocols
Has general oversight of daily operations with the assistance of the Client Cares Manager. Ensures the department is running smoothly and efficiently by delegating tasks, ensuring protocols are followed, and assisting clients with adoptions, lost pet walk through, and all Cares provided.
Act as point of contact for clients, Client Care Specialists, and upper management on a daily basis, especially when the Client Care Manager is unavailable.
Effectively communicate with Animal control and other CAA departments to ensure proper protocols are being followed and animals are routed accordingly
Assists Client Care Manager in hiring and training new hires in accordance of Standard Operating Procedures
Responsible for daily operations (all shifts are covered,assigned stages are being monitored and cleared, proper cleaning protocols are being followed, animal inventory is staying updated, proper documentation and customer Care is being provided, etc)
Oversees designated emails and ensures emails are being answered within 48 hours
Works with the Client Care Manager to make sure all necessary supplies are in stock (including but not limited to documents, ink/toner, adoption supplies, cleaning agents etc)
Work in collaboration with the Co- Supervisor to ensure all expectations are being met
Assists Client Cares Manager with any task necessary to ensure the department is operating efficiently
Perform and/or assist with humane euthanasia.
Delivers or picks up necessary supplies for Client Cares Department
Completes annual employee reviews in collaboration with Client Cares Manager
Knowledge, skills and abilities needed to perform the essential functions of this position:
Follow the mission of CAA
Be familiar with all shelter Standard Operating Procedures and the Employee Manual
Is a Self-starter
Working knowledge of breeds, diseases, medical conditions and animal handling and behavior
Ability to handle animals safely and with patience and gentleness
Ability to represent CAA in a professional manner in all situations with the public, volunteers and staff
Ability to create and sustain positive working relationships within CAA, with volunteers, the public and be a team player.
Must be patient, courteous and work well under stressful conditions.
Knowledge and ability to accurately work with detailed information in paper and computerized format.
Ability to read, write and communicate effectively.
Ability to learn and quickly adapt to changes in programs and procedures.
Familiarity with basic word processing systems and medical data and management programs
Required Professional Licensing or Certifications:
Fear Free Certified
High School Diploma or GED
Valid Louisiana State Driver’s License
Certified Animal Euthanasia Technician through the LSBVM or be willing to become certified.
