Pet Support Counselor in Tacoma, Washington at Humane Society For Tacoma & Pierce County

The Humane Society for Tacoma & Pierce County is one of Washington’s largest nonprofit animal welfare organizations, providing essential care to more than 9,000 animals in our shelter each year. As a donor-funded organization, we rely on community support to find loving homes for nearly 7,000 pets, reunite more than 1,100 lost animals with their families and assist thousands more through innovative community programs.

Pet Support Counselors are responsible for daily interactions both in person and over the phone with pet owners who are looking for pet resources, as well as learning about options and information for pet rehoming, surrender, spay/neuter and veterinary assistance. This job requires the ability to work with people in crisis and in times of high stress, anger and frustration.

ESSENTIAL DUTIES & FUNCTIONS:

• Field calls/emails from community members about all pet support needs, to include current community services and the need for pet surrender or rehoming support.
• Monitor calls/emails daily, answer calls/emails in real time, clear voicemail daily.
• Track and manage the daily database of calls.
• Counsel pet owners about pet care, behavior, medical care and offer recourse and information when needed.
• Provide follow up care and support for pet owners.
• Handle pets and conduct pet intake exams during surrender appointments.
• Process applications and assist the public for spay/neuter and veterinary wellness assistance.
• Work with staff and volunteers to support client facing Vaccine and Wellness Clinic operations.
• Coordinate, plan, and participate in Community Outreach events and partner events.
• Prepare intake and discharge paperwork for public community outreach events.).
• Book animals in and out for services on clinic day(s).
• Assist with tracking and recording Community Outreach stats for reporting purposes. Support the Community Outreach Team with facilitation of rescue transfers as needed.
• Promote a positive image of the shelter through positive public relations and customer service.
• Excel at customer service and provide all customers, outside partners and those doing business with the shelter with a positive and rewarding experience.
• Able to work with pet owners who are in crisis and utilize de-escalation skills to help meet the needs of the pet owner.
• Establish and maintain effective and cooperative working relationships with staff members, volunteers, and other departments.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty well. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Available to work weekends.
• Available to work holiday shifts and overtime as needed.
• Outgoing, polite and professional manner.
• Team player, able to work in a fast-pace environment and multi-task.
• The ability to deal with a diverse public on the telephone and in person is required.
• Must have excellent written and verbal communication skills.
• Computer skills in a Windows environment preferred including Word, Excel, Power Point and Chameleon.
• Must have the ability to multitask, prioritize and handle high levels of stress.
• Position requires excellent organizational skills, as well as high level of accuracy and attention to detail.
• Must be dependable, have proven ability to meet deadlines and follow detailed instructions without need of constant support.
• Must be organized and flexible, and able to balance concurrent projects in a dynamic work environment.
• The ability to use critical thinking in challenging or emergency situations.
• Must be organized and flexible, and able to balance concurrent projects in a dynamic work environment.

Education/Certification:

Moderate computer skills in a Windows environment preferred including Word, Excel, Teams, Power Point.

Experience:

• Experience in animal welfare preferred
• Conflict resolution skills or training preferred

Physical requirements; this role is expected complete administrative as well as animal handling tasks. Can include constantly sitting or standing, lifting and carrying up to 25lbs frequently, and up to 50lbs as a team as well as assisting to push/pull animals up to 100lbs as a team. This role regularly goes up and down ramps and stairs, twisting and bending at the waist. This position must have an advanced level of the English language, and be able to speak, read and write proficiently to document animal history and behavior; being able to see, speak and hear constantly is required.