CARE ASSOCIATE, Shelter Shop, Customer Service

PASADENA HUMANE is a non-profit animal welfare organization looking for passionate professionals to join our team.

JOIN US & MAKE A DIFFERENCE!

THE MISSION

To lead the way toward a compassionate and caring community for all animals.

OUR VALUES

LEARNING : We commit to best practices and professional development through continuous education.

INTEGRITY : We value honest and transparent communication and decision-making using evidence-based practices.

COLLABORATION : We value teamwork in our organization and partnerships with our community to deliver exceptional service.

KINDNESS : We show compassion, care, respect and empathy to all animals and humans without prejudice or discrimination.

JOB TITLE : CARE ASSOCIATE – Social Enterprise

FLSA : Non-Exempt

FT/PT : FULL TIME

SUMMARY

As frontline team members, Care Associates in the Social Enterprise department provide excellent customer service in Pasadena Humane’s retail store assist clients with spay/neuter and vaccine services, donations, and pet licensing.

SCHEDULE

Day shift,, including weekends.

JOB DUTIES AND RESPONSIBILITIES MAY INCLUDE:

• Promote a positive relationship with the general public, volunteers, and staff while promoting programs, policies, and philosophies. Deliver a positive, educational approach to customer service with a goal of educating the public and keeping animals in homes as appropriate.



• Address customer questions and concerns.



• Interact professionally and politely with guests, staff, other departments and volunteers. Become an expert on store merchandise, answer and questions issues or concerns regarding product.



• Open and close the store, maintain a clean and inviting environment.



• Handle cash, credit card, check and gift card transactions. Ring customers, enter discounts, process refunds, balance cash drawer, and make daily deposits. Become proficient with Square software to process sales, balance cash drawer, calculate and reconcile daily receipts



• Mark, arrange and display merchandise to promote sales, assist with inventory, and mark SKU’s. Clean store, shelves, counters, floors and tables.



• Assist walk-in clients and fellow staff with license questions and processes. Process payments and handle funds for license sales and other programs as required. Calculate and reconcile all licensing sales receipts at the end of the day. Work with licensing staff for customer issues and inquiries.



• Ask for and accept donations, license sales, and funds for other customer care programs. Accept In-kind donations. Assist donors with the completion of donation paperwork. Distribute donation paperwork to the correct departments. Distribute donated items per the list provided by Development.



• Process online orders.



• Check-in and out public animals on spay/neuter days and vaccine clinic. • Become proficient with the Clinic HQ system to process payments and enter accurate data to update records.



• Assist with emails, calls, and in-person questions about spay/neuter and vaccines.



• Work closely with health staff and the licensing department



• Employ Fear Free methods when handling animals.



• Practice customer service that promotes hospitality, empathy, and tangible solutions.



• Practice and encourage direct constructive communication.



• Collaborate with Volunteer Services.



• Uphold Pasadena Humane Society’s mission and contribute to building a culture of philanthropy.



• Ensure a safe working environment and actively participate in Pasadena Humane safety programs. Maintain cleanliness and an inviting environment in the Shelter Shop.



• Participate as needed in special department projects.



• Work as a team member with other departmental managers.



• Proactively participate in Pasadena Humane special events and functions as assigned.



• Perform other duties as assigned.

REQUIREMENTS AND QUALIFICATIONS

Education and Experience

• High school diploma or GED equivalent.



• Minimum 1 year retail, veterinary office or customer service experience required.



• Retail experience and/or veterinary office experience is a plus!



• Knowledge of low stress handling and restraint techniques for domestic animals preferred.



• Very proficient in computer applications, Microsoft suite email, POS and multiple software and scheduling systems.



• Knowledge of normal cat and dog behavior strongly preferred.



• Bilingual (Spanish) preferred.



• Must be able to work hours according to the needs of the department schedule, including weekends and holidays.

WORKING CONDITIONS

Fast-paced environment. Employees are exposed to numerous animals (living and deceased), including those with uncertain dispositions. They are required to act in a safe and responsible manner.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl; talk or hear and/or smell. The employee must occasionally lift and/or move up to 50 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Pasadena Humane is an Equal Opportunity Employer. It is our policy not to engage in discrimination against any individual, or harassment of any person seeking employment with our organization on the basis of race, color, national origin, religion, sex, gender identity, pregnancy, physical or mental disability, medical condition, ancestry, marital status, age, sexual orientation, citizenship, genetic information or status as a covered veteran including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. This policy applies to all employment practices, including recruitment, selection, promotion, transfer, merit increase, salary, training and development, demotion, and separation. This policy is intended to be consistent with the provisions of applicable State and Federal laws. Federal law requires proof of citizenship or "alien right-to-work" status. Pasadena Humane maintains a drug-free workplace and performs pre-employment substance abuse testing.