​Customer Service Representative - Job Description

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Specific duties of the Customer Service Representative, but are not limited to: 

• Complete a morning walkthrough/inventory of all the animals on the property 
  
• Maintain an animal inventory in our shelter software and in Google Drive
  
• Ensure all animals have appropriate signage on their kennels 
  
• Assist with morning cleaning/decluttering of offices, lobby, break room, and hallways
  
  • Sanitize and prepare lobby for guests 
    
  • Clear office of all donated items and remove all clutter from main office and hallways
    
  • Mop floors with appropriate chemicals
    
  • Maintain cleanliness of porches 
    
• Greet/Interact with Visitors 
  
  • Answer phone calls and assist the public
    
  • Have a friendly, helpful demeanor at all times when interacting with visitors and volunteers
    
  • Speak knowledgeably about Southern Pines policies, programs, fees, and public resources
    
  • Help direct visitors on where to find animals for adoption, foster, etc.
    
  • Always uphold the shelter’s values and mission statement during interactions with the public and with your fellow team mates
    
• Utilize our shelter software (Shelterluv) to complete intakes and outcomes for our animal population
  
  • Enter new animals into our shelter software
    
  • Enter medical information into animal records
    
  • Process animals into/out of foster 
    
  • Process animals out as Return to Home outcomes
    
  • Process adoptions and slumber parties 
    
  • Audit animal records for accuracy 
    
• Scan in all physical paperwork and attach the digital document to the correct Shelterluv profile
  
• Maintain physical intake paperwork records for two weeks 
  
• Adoption Counseling 
  
  • Collect completed adoption profiles 
    
  • Review medical histories, CVT/Vet checks, behavior notes, and heartworm status with all adopters 
    
  • Collect all appropriate paperwork from adopters including medical waivers, liability waivers, and heartworm contracts 
    
  • Schedule animals for spay/neuter procedures if unaltered at the time of adoption
    
  • Provide adopters with physical and digital copies of the complete medical history, dog adoption packet, and appropriate handouts
    
  • Disperse promotional materials that correspond with adoption events 
    
  • Assist with microchipping animals
    
  • Collect adoption photos to use on our social media 
    
• Submit adopter data to Science Diet weekly to remain compliant with their feeding program
  
• Run weekly reports to audit for microchips
  
• Gear up animals for Dog’s Day Out ​