Customer Care Technician

Job Description

Job Description

Salary : $15.00 per hour (higher pay dependent on experience)

Customer Care Technician

Reports to : Front Office Lead

Compensation : $15.00 hourly (higher pay dependent on experience)

Classification : Full-time, non-exempt

Position Summary

The Customer Care Technician is the first point of contact for the public at Animal Friends Humane Society. This position plays a critical role in creating a welcoming environment, providing accurate information, and facilitating key shelter processes such as intakes, adoptions, and owner returns. The Customer Care Technician supports shelter operations through exceptional customer service, accurate documentation, and compassionate handling of both people and animals.

Key Responsibilities

Greet and assist all visitors entering the shelter

Answer incoming calls and direct them to the appropriate destination

Provide general information to the public regarding animals and AFHS services

Handle animals safely and compassionately as part of front office operations

Facilitate the surrender process (stray and owner surrender), ensuring all documentation is completed accurately in PetPoint

Process animal outcomes (adoption, return to owner, rescue transfer) with proper PetPoint documentation

Enter animal licenses and collect associated fees

Remove animals from PetFinder as they become unavailable

Maintain and balance the cash drawer, processing all financial transactions accurately

Assist the public with logging lost and found reports, trap rentals, merchandise purchases, and scheduling low-cost spay / neuter appointments

Interact with co-workers and volunteers efficiently and courteously to support a cooperative team environment

Demonstrate empathy and provide clear, informative communication to the public

Work independently and as part of a team in a fast-paced environment

Maintain the general cleanliness and appearance of the front office and restrooms

Uphold and promote a positive public image standard relevant to Animal Friends Humane Society

Perform other duties as assigned by the Front Office Lead or Shelter Manager

Day in the Life

A typical day as a Customer Care Technician involves greeting visitors, answering calls, assisting with intakes and adoptions, and ensuring every interaction reflects the mission of AFHS. Youll balance administrative work with hands-on animal handling, maintain accurate records, and support both the public and internal teams through clear communication and efficient service.

Qualifications

High school diploma or GED equivalent required

Strong customer service skills with the ability to handle emotionally sensitive situations with empathy

Previous experience in a fast-paced, customer-facing role preferred

Proficiency in handling financial transactions and basic computer programs

Ability to work independently and collaboratively as part of a team

Strong communication and organizational skills

Comfort with handling animals in a shelter environment (training provided if needed)

Physical Demands & Work Environment

Must be able to lift up to 50 pounds safely

Work is performed in an animal shelter environment with exposure to animals, cleaning chemicals, and zoonotic diseases

Regular exposure to loud noises, odors, and varying weather conditions

Must be able to bend, stoop, lift, and stand for extended periods of time

Schedule

Full-time, 40 hours per week

Friday through Tuesday, 8 : 00 AM5 : 00 PM

1-hour unpaid lunch break

Days off : Wednesday and Thursday

Weekend and holiday availability required

Benefits

Career development and growth opportunities

Paid time off, holidays, and sick leave

Professional growth in a collaborative, mission-driven environment

Equal Opportunity Statement

Animal Friends Humane Society is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.