Client Service Representative (Part Time)

SCHEDULE:

• Sunday: 12:30pm - 6:00pm
• Monday: 10:00am - 6:00pm
• Tuesday: 12:30pm - 6:00pm

PRIMARY LOCATION:

• 3281 E Bayshore, Palo Alto CA 94303

RESPONSIBILITIES:

• Treat all clients with respect and courtesy, regardless of the reason they are seeking services.
• Respond to inquiries from clients in writing, over the phone, and in person in a professional manner.
• Provide support to clients in the community by answering inquiries with clear and accurate information about PIN programs, services, and policies and municipal, county, and state animal ordinances.
• Process fees and medical records at the weekly public vaccination clinic and spay/neuter clinic.
• Issue dog licenses to clients in person and by mail, and perform administrative duties related to tracking and sending license renewal and registration notices.

• Write appealing pet profiles to attract adopters, take photos of animals and track animals that need photos to create a list for photography volunteers.
• Become familiar with adoptable animals in the shelter and in foster homes; work hands-on with animals and collaborate with matchmaker volunteers to conduct adoption meet-and-greets.
• Remove barriers to adoption and support inclusivity and equity in adoptions by following a progressive open adoptions model.
• Facilitate adoptions by matchmaking animals with prospective adopters using a conversation-based approach with the goal of finding the best possible outcome for the person and the animal.
• Clearly and concisely inform adopters of an animal’s behavioral and medical history.

• Process the intake of stray animals, which includes gathering information from the client, assessing and vaccinating animals, and setting up housing.
• Track down information from microchipped or tagged strays and reunite pets with owners.
• Process return-to-owner paperwork and fees, and microchip animals that are being reclaimed.
• Track lost and found reports submitted by clients and reunite lost pets when matches are found.
• Process the intake of a variety of injured, sick, or underage wildlife, which includes handling and assessing animals and setting up housing.
• Process the surrender of an animal in an empathetic and compassionate manner and gather behavioral and medical history from clients.
• Process disposal and cremation requests, which includes handling deceased animals.

NECESSARY QUALIFICATIONS:

• Strong interpersonal skills. The ideal person for this position would be personable, outgoing, patient, professional, and able to get along well with a variety of people.
• Excellent written and oral communications skills.
• Strong organizational and project management skills.
• Creativity and ability to take initiative in starting new projects.
• Prior experience related to animal care, veterinary care and/or animal behavior.
• Ability to handle animals of all sizes, ages, and temperaments, including those with behavioral challenges.
• Comfortable working with a variety of domestic species (including dogs, cats, rabbits, guinea pigs, hamsters, rats, reptiles, etc.) and wild species (including squirrels, small birds, birds of prey, raccoons, etc.)
• Ability to work with minimal supervision and direction.
• Strong computer skills, familiarity with Microsoft applications, ability to quickly learn to use new programs.

• Prior work experience in a municipal animal service shelter setting.
• Prior work scheduling, onboarding, training and managing groups of volunteers.
• Understands and utilizes positive reinforcement and Fear Free Sheltering.
• Spanish bilingual skills.

• Constantly perform desk-based computer tasks.
• Moderately to highly physical tasks with long periods of standing or walking.
• Ability to stand, bend, twist, stoop, push and pull, climb stairs, reach, and lift up to 40 lbs.

• Must be available to consistently work weekends.
• Works on-site and outdoors in various settings and weather within the community.
• Must be able to travel between the Redwood City and Palo Alto shelter locations.
• Working with potentially dangerous and fractious animals; potential exposure to zoonotic diseases.