Customer Service Specialist - WCRAS

Customer Service Specialist Reporting directly to the Animal Services Supervisor, the Customer Service Specialist serves as a primary point of contact between the community and the Animal Shelter. THIS POSITION IS FUNDED TO BEGIN AFTER OCTOBER 1, 2026.Examples Of Work Performed Respond to incoming phone calls, emails, and website chat messages in a timely, courteous, and professional manner Provide accurate information regarding animal services, shelter programs, adoption procedures, licensing, lost and found pets, community resources, and other shelter-related programming Provide compassionate assistance to community members who may be experiencing stressful or emotional situations involving pets Assist community members with reporting lost or found pets and offer guidance on available reunification resources Support adoption and foster inquiries by providing information on available pets, program requirements, and next steps Monitor and respond to website chat platforms during assigned hours to provide real-time customer service support Triage customer inquiries and route calls or messages to the appropriate staff or department when necessary Document customer interactions and service requests in the designated management system Escalate complex or sensitive situations to the Animal Services Supervisor when appropriate Maintain clear and consistent communication with internal staff to ensure efficient resolution of inquiries Collaborate with shelter staff to help foster a positive and cooperative relationship between the organization and the community Maintain current knowledge of shelter policies, procedures, and programs Support the shelter's lifesaving mission by promoting positive public engagement and encouraging collaboration between community members and the shelter Perform other administrative or customer service duties as assigned Organization Relationships Reports directly to – Animal Services Supervisor Direct Reports – NoPhysical Demands Position involves prolonged standing, walking, twisting, bending, stooping, kneeling, reaching, pushing, pulling, and other fine motor repetitive motions? Position requires grasping, repetitive hand movement, and fine motor coordination? Position involves lifting and carrying of animals and equipment weighing up to fifty (50) pounds, or up to one hundred (100) pounds with assistance, and exertion of up to twenty-five (25) pounds of force to move objects? Position involves hearing and/or seeing alert cues regarding animal and staff security Position involves maintaining composure in a high-stress environment Environmental Factors Work tasks are conducted indoors and outdoors? May work outside in inclement weather, including extreme heat, cold and wet conditions? Frequent handling of animals, including contact with waste and blood? Exposure to unpleasant smells and a noisy and wet environment associated with a shelter? Frequent exposure animals that are agitated or injured that may attempt to bite or scratch Position involves working in a high-volume, fast-paced environment Position involves working with distressed individuals Irregular Hours Flexibility to work evenings, weekends, and holidays is a schedule requirement May be deemed essential personnel for emergency situations, at discretion of Director