Customer Care Technician

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. You’ll 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 AM–5:00 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.