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Full Time Client Services Counselor

 

Job Description:

Our Client Services Counselors (CSCs) are responsible for the overall customer experience here at the York County SPCA! Their job is to create a welcoming and positive environment for all visitors. There is no typical day as a CSC, but some of their main responsibilities include conducting adoptions, surrenders, and stray intakes. They are also responsible for ensuring that community questions via social media, phone, email, and in-person are being answered promptly and correctly.

Who We are Looking For:

We are looking to bring on two full-time, dedicated Client Services Counselors to join our team. Our CSCs are responsible for providing excellent service and some basic animal care. We are searching for a candidate genuinely excited to help our customers and our community! This is the perfect opportunity for anyone looking to directly impact York County communities and their animals.

Job Type: Full-time; 5 days/week; 8am - 4:30pm 

Schedule CSC 1: Monday, Tuesday, Friday, Saturday, Sunday

Schedule CSC 2: Wednesday, Thursday, Friday, Saturday, Sunday

Pay: $15.00 per hour

Essential CSC Job Responsibilities:

1. Community Education & Animal Welfare

  • Educates clients on responsible animal guardianship, animal care and local ordinances.
  • Advocates against breed-stereotyping.
  • Advocates and makes recommendations for the YCSPCA Human Service Programs for pet owners.
  • Share knowledge of basic animal-related behaviors and common communicable diseases with potential adopters.
  • Productively decrease shelter intake by creating alternative solutions to intake.
  • Decreases the resident’s length of stay by reviewing applications quickly and reaching out to follow up with potential adopters.
  • Vaccinates, applies flea/tick preventatives, and processes animals at intake.
  • Ensures that lost and found reports are processed and customers are contacted with an update within 48 hours.
  • Assists other departments with animal care when needed.
  • Demonstrate proper animal handling and care.
  • Communicates and aids Animal Control Officers, Dog Wardens, Humane Officers, and local police as needed.

2. Adoptions and Surrenders

  • Educates adopters in a variety of ways (online, in person, in writing, and during follow up) regarding assimilation into the new home and basic training.
  • Assist potential adopters with good decisions regarding animal welfare and safety, helps determine “best fit” for the animal and adopter.
  • Guides customers through the adoption process, sharing information about the animal to make the best match based around the customer’s lifestyle, wants, and needs; along with the specific animal’s likes, personality, and needs.
  • Works with the Kennel Technicians, Canine Animal Care Technicians, and the respective departmental managers to match animals with potential adopters
  • Conducts open conversational animal adoption counseling using an Adopters Welcome philosophy.
  • Maintain a professional, friendly and empathetic manner with potential adopters, YCSPCA visitors, and volunteers at all times.
  • Conducts meet-n-greets between prospective adopters and shelter animals.
  • Conducts follow up calls post-adoption to answer questions and provide support and counsel.
  • Advises customers with pet problems, and those who want to surrender, with the goal of keeping the pet in the home. 

3. Clerical and Administrative

  • Completes animal adoptions, ensuring all transaction paperwork, payment and computer records are complete and accurate.
  • Processes associated retail transactions as necessary.
  • Processes stray and relinquished animals, enters computer data, and completes necessary paperwork.
  • Ensures that the YCSCPA lobby (including the front desk and store) is clean, organized and inviting for guests.
  • Accepts and puts away donations.
  • Assists with end of day closing procedures.

Skills and Abilities:

  • Possesses a strong passion for the York County SPCA’s mission
  • Affable employee with strong interpersonal skills that include patience, professionalism, and the ability to communicate without judgement
  • Professional appearance in accordance with YCSPCA Dress Code
  • The ability to ask appropriate questions to gather information along with the ability to feel and show empathy for others
  • The ability to deny customer requests, firmly, when necessary, without becoming aggressive or unpleasant
  • Willingness to learn nuanced organizational policies and the ability to navigate difficult conversations with customers
  • Values conducting meaningful conversations with customers that prioritizes customer education while demonstrating patient and professional dialogue with varying customer personalities
  • Familiarity with animals and basic knowledge of animal behavior
  • Comfort and the ability to work with animals of unknown disposition and those who may have medical issues or exhibit aggressive tendencies
  • Willingness to get to know the customer and learn about their lifestyle, wants, and needs to make educated animal recommendations that will hopefully lead to a loving and permanent home.
  • Must be able to manage time efficiently and to work individually as well as within a team
  • Ability to prioritize duties and perform multiple tasks
  • Ability to work in a high-stress, fast-paced environment
  • The ability to remain pleasant and calm, even in stressful situations
  • Basic computer and tablet skills

Physical Requirements:

  • The ability to life up to 50 pounds without assistance.
  • The ability to independently retain leash control of dogs up to 125 pounds.
  • Ability to work both inside and outside of the shelter.
  • Ability to bend, squat, and stand for extended periods of time.
  • The ability to independently handle and restrain cats and dogs
  • The ability to stand for an 8-hour shift

Working Conditions and Expectations:

  • 40-hour workweek
  • Weekend, and holiday shifts may be required
  • Comfortable with regular exposure to animal odors, diseases, possible contagious conditions, bites, scratches, animal waste, and moderate noise levels.
  • Potential for exposure to zoonotic diseases and cleaning chemicals
  • Potential for exposure to dangerous and fractious animals

Education and Experience:

Required:

  • Minimum of high school diploma or equivalent
  • Minimum of 2-years’ customer service experience in a fast-paced environment with a variety of client needs
  • 1-2 years of personal animal handling experience

Preferred:

  • Bilingual in English and Spanish
  • 1-2 years professional animal handling experience
  • A proven history of the ability to have difficult and nuanced conversations

Benefits:

  • Lots of animals to play with!
  • Surrounded by a high-performing, mission-driven team of individuals!
  • Up to three weeks of PTO allotted to full-time employees per year to encourage a healthy work/life balance!
  • Retirement benefits with a dollar-for-dollar match up to a maximum of three percent (3%) of your salary per year!
  • Health, Dental, and Vision benefits are available to full-time employees at only thirty dollars ($30.00) per pay period

About the York County SPCA:

The York County Society for the Prevention of Cruelty to Animals (SPCA) is a 501(c)(3), non-profit organization dedicated to providing long-term human and animal services to residents of York County through programs that find permanent, loving homes for displaced and stray animals, help control animal population growth, investigate and prosecute cruelty offenders and educate the general public about animal wellness and safety. We do not receive funding from the national ASPCA. We are a community resource supporting all York County residents and their animals.

The York County SPCA supports, empowers, and encourages employees to take personal accountability, and we continuously work to provide employees with the resources they need to thrive while cultivating an environment of trust, respect, and compassion.

In 2021…

  • We took in 2,200 animals. Most were strays or owner surrendered animals.
  • We investigated and prosecuted over 250 cases of animal cruelty, neglect, or abuse.
  • We adopted out over 1,344 animals. This includes dogs, cats, birds, rabbits, chinchillas, ferrets, guinea pigs, hamsters, rats, reptiles, turtles, and more!
  • We sent over 240 animals to other rescues by developing partnerships beyond our shelter walls.
  • We reunited over 216 animals with their owners.
  • Our high volume, low-cost clinic performed 9,398 spay/neuter surgeries. Our veterinarian staff performed another 1,030+ spay/neuter surgeries, which means the York County SPCA performed over 10,431 spay/neuter surgeries!
  • More than 380 volunteers donated their time and energy to help us walk dogs, adopt animals, fold laundry, run events, and perform many other critical duties. Total volunteer hours amounted to over 14,000 hours. That’s the equivalent of more than 6 full-time employees!

Facebook: www.facebook.com/YorkCoSPCA

Apply now! 

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