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A place where best friends work.

At HSCC we're proud of our dynamic work environment and our dedicated and hard-working staff who bring great passion for animal welfare and compassion for the human companions to their daily work. Our population of animal residents changes almost every day; we're constantly seeing animals off as they head on to new homes and welcoming visitors who come our way for a variety of reasons. With an average of about 100 animals in our building on any given day, there's never a shortage of work to be done! Our workplace culture and philosophy are all about the team. You won't find any lone rangers or solo flyers here - we get our work done together, support one another, and fill the gaps when the gaps need filling. And we're here because we care - about animals, about our customers, about our communities, and about each other. We work together, share lunch together on most days, and, when time permits, play together too.

Our staffing needs change from time to time so, even if there are no positions open at the moment, please check back often.

 

Customer Care Manager (Full-time, 40 hrs/week)

The Customer Care Manager is responsible for the overall customer experience and for ensuring all customers receive a high standard of service. The Customer Care Manager is charged with big picture thinking to ensure efficiency and thoroughness and is encouraged to make appropriate changes from forward-thinking shelter and adoption movements/trends while creating a positive and supportive environment for the public and staff. The Customer Care Manager oversees reception operations and supervises the customer care staff.

ESSENTIAL ADMINISTRATIVE FUNCTIONS
  • With support from the Shelter Director, spearhead the hiring, training, supervision, evaluation and dismissal of Customer Care staff
  • With support from the Shelter Director and in collaboration with the Animal Care Manager, spearhead the hiring, training, supervision, evaluation and dismissal of Animal & Customer Care staff
  • Participate in weekly management team meetings to address short-term and long-term needs, review animal cases, aid with organizational strategic vision/planning and operational decision-making including implementation and management of operational and organizational policies
  • Respond to daily visitor services inquiries via phone, email, and social media
  • Manage adoption and customer care related content on the website
  • Devise, design and execute adoption promotions to help move animals into homes in a timely manner and increase public awareness
  • Create and manage content for animal promotion on social media platforms
  • Inventory and stock adoption-related supplies; manage shelter expenses related to adoptions and retail sales
  • Maintain publications and materials specific to adoptions, animal care and behavior, HSCC programs and other public resources
  • Review and analyze visitor and adoption data to find trends, guide scheduling and visitor operations
  • Other administrative duties as directed
ESSENTIAL OPERATIONAL FUNCTIONS
  • Train, supervise and effectively manage Customer Care staff and volunteers in daily adoption center operations, ensure customer service is exceptional at all times, oversee the facilitation of visitor/animal interactions to ensure a safe and pleasant experience
  • Model professionalism and exceptional customer service, ensure HSCC policies and guidelines are adhered to while providing a non-judgmental, positive experience for the public
  • Train Customer Care staff and volunteers to guide callers and visitors on humane animal care and behavioral issues, counsel potential adopters through the adoption process, including follow-up communication
  • Collaborate with the Director of Volunteer and Community Outreach to recruit, train, and release customer care volunteers
  • In collaboration with the Customer Care Assistant oversee daily front desk operations while taking staffing needs and policies into account
  • Assist the Shelter Director in developing and maintaining adoption center standard operating procedures
  • Supervise proper documentation and review all adoption center financial transactions, including adoption fees, donations, and retail sales, ensure secure handling of all adoption center and retail revenue
  • Respond to and guide staff through challenging customer service situations, including dissatisfied visitors/callers
  • Oversee the accurate and thorough completion of database entries, animal and person records, adoption paperwork, and other related forms
  • Close and secure the facility at end of shift, following security protocols
  • Facilitate animal intake and adoptions, as needed
  • Other responsibilities as directed
KNOWLEDGE, SKILLS & ABILITIES
  • Exemplary customer service skills
  • Excellent oral and written communication skills
  • Advanced computer and phone literacy
  • Exceptional attention to detail and organizational skills with the ability to multi-task competing priorities
  • Able to work well under pressure in emotionally charged situations and handle confrontation politely and professionally while working to find a solution
  • Ability to positively interact with colleagues and community members from widely varied backgrounds with integrity and honesty while always maintaining confidentiality
  • Compassion for animals and human beings, and commitment to the mission, values, and goals of HSCC
  • Willingness and ability to do moderate to heavy physical labor in relation to cleaning our facility and handling animals; ability to bend, twist, and lift at least 50 lbs. repeatedly throughout the course of a day
  • Weekend and holiday work required
  • Willingness to work as a team member, pitch in as needed, and have fun
Required Education
  • Associate’s degree or equivalent work experience
Required Experience
  • Seasoned supervisory and management experience with a demonstrated ability to direct, lead, problem solve and offer support
  • 1-2 years customer service experience
QUALIFIED APPLICANTS SHOULD EMAIL A COVER LETTER OF INTEREST AND RESUME TO Cindy DAvis, Shelter Director,  AT CindyD@CHITTENDENHUMANE.ORG

 

MEDICAL ASSISTANT  (UNPAID INTERNSHIP)  

The Medical Assistant will serve as support to the Medical Care Manager in meeting the health care needs of HSCC’s animals (cats, dogs and small animals), and will learn skills essential for pursuing a career in animal care or veterinary medicine. The internship will involve daily animal care and cleaning, animal handling and restraint, administering vaccines and treatments, helping to draw blood, giving medication, providing transportation to and from local veterinary hospitals, data entry, and communicating effectively with the staff on individual animals’ health care issues and concerns.  Proper training and protective equipment will be supplied. Interns will be required to handle potential fractious animals for examination and procedures, handle cleaning chemicals such as bleach on a regular basis, and lift up to 50 lbs. Special projects required for college credit can be accommodated.

Essential Functions

  • Assist with restraint and examination of animals upon intake to evaluate overall health status
  • Perform safe, humane handling of all animals making every effort to minimize stress
  • Administer vaccines and oral medications daily
  • Assist with medical procedures/tests such as blood draws, urine collection, fecal testing, etc.
  • Accurately maintain and organize animal medical files and assist with computer data entry
  • Perform routine tasks such as feeding and cleaning/disinfecting animal cages and supplies
  • Assist with med room inventory and filling medications
  • Assist with scheduling and transportation for spay/neuter, veterinary, and grooming appointments
  • Other duties as assigned

Knowledge, Skills & Abilities

  • Desire to learn about companion animal health, veterinary medicine, and proper animal handling skills
  • Interest in animal sheltering and animal welfare
  • Experience in a veterinary hospital or animal welfare organization, and/or coursework in a related field of study
  • Excellent time management skills with the ability to multi-task
  • Ability to take direction, follow protocols, and communicate (written & verbal) effectively
  • Upbeat, friendly, and outgoing personality with a commitment to superior animal care
  • Ability to work well under pressure and in intense and emotional situations on a daily basis
  • Willingness to: work as a team member, pitch in as needed, and have fun
  • Ability to commit to 10 hours/week minimum, and be on-time and reliable
medical assistant applicants should EMAIL heather klaff, MEDICAL CARE MANAGER, at heatherk@chittendenhumane.org