Client Care Supervisor (Full Time)

Division: Client Care

Reports To: Senior Shelter Manager

This position supervises and manages: Client Care Specialists

Are you looking for a career working for an organization that makes a difference in the lives of animals every day? The Client Care Specialists serve as the shelter’s main point of contact with members of the public via phone, email, and in person interactions. This position represents CAA in a professional and courteous manner and provides quality client Care to all members of the public to ensure that every person has a positive experience. This position requires learning a wide range of policies and procedures and the ability to enter and complete accurate and complete data. The ideal candidate is naturally welcoming, confident, and resourceful while able to interact with and build positive relationships with a variety of people. 

Job Duties include but are not limited to:

• Supervisor duties are completed in addition to regular Client Care Specialist duties. 

• Ensures and assists Client Care Specialists with providing quality service in person, via telephone, and via email. 

• Ensures Client Care Specialists are knowledgeable on animal guardianship, adoption counseling, and protocols regarding admissions, adoptions, and redemptions. 

• Assists in handling scheduling conflicts and ensuring shifts are covered per. Act as point of contact for Client Care Specialists for scheduling conflicts 

• Hold Client Care Specialists accountable for their actions and take disciplinary action in accordance with CAA Employee Policies when necessary following departmental protocols

• Has general oversight of daily operations with the assistance of the Senior Shelter Manager. Ensures the department is running smoothly and efficiently by delegating tasks, ensuring protocols are followed, and assisting staff and clients.   

• Act as point of contact for clients, Client Care Specialists, and upper management on a daily basis, especially when the Senior Shelter Manager is unavailable. 

• Effectively communicate with Animal control and other CAA departments to ensure proper protocols are being followed and animals are routed accordingly 

• Assists Senior Shelter Manager in hiring and training new hires in accordance of Standard Operating Procedures 

• Oversees designated emails and ensures emails are being answered within 48 hours

• Works with the Senior Shelter Manager to make sure all necessary supplies are in stock (including but not limited to documents, ink/toner, adoption supplies, cleaning agents etc)  

• Work in collaboration with the Co- Supervisor to ensure all expectations are being met 

• Perform and/or assist with humane euthanasia. 

• Delivers or picks up necessary supplies for Client Care Department

• Completes annual employee reviews in collaboration with Client Cares Manager  

Knowledge, skills and abilities needed to perform the essential functions of this position:

• Follow the mission of CAA

• Be familiar with all shelter Standard Operating Procedures and the Employee Manual

• Is a Self-starter

• Working knowledge of breeds, diseases, medical conditions and animal handling and behavior

• Ability to handle animals safely and with patience and gentleness

• Ability to represent CAA in a professional manner in all situations with the public, volunteers and staff

• Ability to create and sustain positive working relationships within CAA, with volunteers, the public and be a team player.

• Must be patient, courteous and work well under stressful conditions.

• Knowledge and ability to accurately work with detailed information in paper and computerized format.

• Ability to read, write and communicate effectively.

• Ability to learn and quickly adapt to changes in programs and procedures.

• Familiarity with basic word processing systems and medical data and management programs

Required Professional Licensing or Certifications:

• Fear Free Certified

• High School Diploma or GED

• Valid Louisiana State Driver’s License

• Certified Animal Euthanasia Technician through the LSBVM or be willing to become certified.

Please email your resume to sheltermanager@caabr.org

Client Care Specialist (Full Time)

Department: Operations

Supervisor: Shelter Senior Manager

Job duties include but are not limited to:

• Providing kind, efficient, and timely client service via high-volume in-person, telephone, and email interactions to each guest without judgment or condescension

• Displaying knowledge of current adoption discounts including but not limited to adoption specials, military discounts, staff discounts, senior discounts, etc. 

• Counseling members of the public about basic animal care, housing, and medical responsibilities as directed by Standard Operating Procedures and provided materials 

• Becoming familiar with the health and personalities of current adoptable animals, as this changes daily

• Engaging potential adopters in respectful conversations while actively listening. Offering educated recommendations of available animals and resources based on knowledge gained during conversation

• Displaying the ability to efficiently and accurately utilize Petpoint software 

• Displaying the ability to schedule veterinary appointments and spay/neuter appointments utilizing Petpoint

• Assisting in maintaining updated adoption advertisements including but not limited to Petfinder, Adoptapet, etc. 

• Documenting any contact with members of the public regarding animals at the shelter accurately and efficiently

• Providing compassionate counseling while scheduling admission appointments with members of the public to bring in owned or stray animals

• Completing the initial admission process for all animals entering the shelter via public appointments

• Reuniting families with their missing animals, having an understanding of appropriate redemption fines, completing redemption paperwork

• Assisting clients with a lost pet walk through

• Maintaining an organized workstation

• Sanitizing based on CAA cleaning protocols to control the spread of disease

• Ensuring all fees are correctly collected and the cashbox is balanced at the end of the day. 

• Remaining calm and courteous to members of the public and coworkers at all times

• Showing the ability to handle animals of various species, sizes, and temperaments

• Demonstrating the ability to read animal behavior and use safe, low stress handling techniques utilizing the Fear Free guidelines

• Provide basic husbandry for animals being housed in Client Care Department

• Maintaining professionalism (attendance, punctuality, dress, actions, and speech) in all internal and external interactions

• Accepting in-kind donations of food and/or supplies and ensure they are properly distributed

Knowledge, skills and abilities needed to perform the essential functions of this position:

• Follow the mission of CAA.

• Enjoy working with animals and have a genuine concern for their care and well-being.

• Be familiar with all shelter Standard Operating Procedures and the Employee Manual.

• Self-starter.

• Working knowledge of breeds, diseases, medical conditions and animal handling and behavior.

• Ability to handle animals safely and with patience and gentleness.

• Ability to represent CAA in a professional manner in all situations with the public, volunteers and staff.

• Ability to create and sustain positive working relationships within CAA, with volunteers, the public and be a team player.

• Must be patient, courteous and work well under stressful conditions.

• Knowledge and ability to accurately work with detailed information in paper and computerized format.

• Ability to read, write and communicate effectively.

• Ability to learn and quickly adapt to changes in programs and procedures.

• Familiarity with basic word processing systems and medical data and management programs

• Assist with or perform humane euthanasia

Required Professional Licensing or Certifications:

• Fear Free Shelter Certification

• High School Diploma or GED

• Valid Louisiana State Driver’s License

Physical Demands: The work is performed at the shelter in all areas and at offsite events. Typical positions require workers to walk or stand for short to moderate periods of time; lift and carry up to 40 pounds; climb stairs, band, reach, hold, grasp and turn objects.

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

Email your resume to sheltermanager@caabr.org