Customer Care Partner

About the St. Hubert's Animal Welfare Center

For over 80 years, St. Hubert’s Animal Welfare Center has been dedicated to helping animals in need and serving communities across New Jersey. With a people-focused, community-based approach, St. Hubert’s treats every animal as an individual and emphasizes specialized care for both animals and their families. Built on a foundation of rescue and adoption, St. Hubert’s operates extensive community programs, including access to veterinary care, pet food support, training services, and the nation’s leading pet transport initiative, Way Station.

As part of the Humane Rescue Alliance, headquartered in Washington, D.C., St. Hubert’s is connected to the largest and most comprehensive animal services provider network in the region, impacting the lives of tens of thousands of animals each year.

Under the direction of the Customer Care Manager, the Customer Care Partner (CCP) provides an excellent customer experience for all stakeholders. Welcomes members of the public in person and on the phone at the front desk and provides knowledgeable answers and support, processes intakes and adoptions, and assists with animal care to ensure a healthy environment. May help other departments, including medical and behavior, as needed.

A CCP will be a detail-oriented and non-judgmental team player who is energized by contact and conversation with people.

• Provide prompt and courteous service to all callers and visitors on a wide variety of topics including St. Hubert’s programs.
• Greet all incoming visitors in a welcoming and professional manner.
• Perform daily duties and responsibilities including answering phones, computer data entry, providing resources to the public.
• Assist with dog field trips as needed.
• Ensure cleanliness and organization of front desk and lobby area.
• Provide prompt, courteous service to customers inquiring about shelter policies and programs.
• Resolve customer service complaints, questions or concerns, under the supervision of the Customer Care Manager.
• Ensure office and printer/copier supplies are ordered, replaced as needed and stocked.
• Read and respond to St. Hubert’s email daily and respond in a timely fashion.
• Record and forward phone messages to other departments.
• Provide reports as needed to the Customer Care Manager.
• Report on maintenance/repair issues to the Customer Care Manager and Facilities Department via Upkeep system.
• Assist St. Hubert’s volunteers as needed.

Adoptions

• Conduct adoption counseling and processing of all documents and protocols.
• Write animal biographies that accurately describe the animal and will attract potential adopters.
• Work with potential adopters both in person and by email and phone.

Animal Care

• Maintain a high standard of animal care and welfare, which includes providing scheduled feeding, medications, clean water always, proper bedding, and enrichment toys.
• Properly clean and sanitize kennels, rooms, cages, equipment, and areas of shelter as assigned, according to St. Hubert’s Standard Operating Procedures.
• Bathe or clean animals on a regular basis or immediately if they become soiled.
• Exercise and socialize with animals on a regular basis while abiding by St. Hubert’s dog walking policies.
• Observe and document unusual behavior, signs of illness, and any injury of an animal daily.
• Communicate vital information to medical, behavior, and adoption departments as needed.
• Restrain, confine, and handle animals, including those which are ill, injured, quarantined, and aggressive.

Other Duties

• Ensure compliance with St. Hubert’s policies and procedures.
• Always represent St. Hubert’s in a professional and courteous manner. Provide quality service to the public, volunteers, and employees recognizing their individual contributions to the success of the organization.
• Perform other duties as assigned.

• Exemplary customer service skills and knowledge of the best practices, techniques or procedures.
• Exceptional attention to detail and organizational skills with the ability to multitask.
• Highly motivated and creative with experience and a passion for connecting with current and future…