Humane Rescue Alliance
About The Humane Rescue Alliance (HRA)
For more than 150 years, the Humane Rescue Alliance has championed the protection of animals, support for people, and service to the community. With campuses in the District of Columbia and New Jersey, along with the nation’s leading pet transport initiative, it stands as the largest and most comprehensive animal services provider in the region. Each year, HRA transforms the lives of tens of thousands of animals through rescue and adoption, humane protection, access to medical care, innovative community programs, and legislative leadership. Its broad reach and deep expertise enable HRA to reimagine traditional sheltering and address the most complex challenges facing animals and the people who love them.
Job Summary The Customer Care position at the Humane Rescue Alliance (HRA) oversees the intake and outcome process of animals, managing adoptions, and ensuring a positive overall customer experience. This role involves coordinating with the triage team, animal care staff, and Animal Support associates to ensure that all animals receive excellent care from the moment they enter our facility until they find their forever homes or are returned to their owners. Customer Care Associates will also handle customer inquiries, provide exceptional service, and ensure a positive experience for potential adopters, pet owners, and any guests visiting the building. They will support the organization in achieving goals such as increasing the live release rate, meeting adoption quotas and consistently maintaining high standards of animal care, humane handling, and setting the example for community interactions and support.
The Role: What You’ll Do Oversee the intake of all animals into the shelter; this includes owner surrenders, owned deceased pets and owner requested euthanasia. Manage the outcome process of animals exiting the shelter; including adoptions, return to owner, transfer out or any other pathways out of the shelter. Provide detailed documentation of animal background forms, animal and people interactions, intake memos and any other appropriate documentation into Petpoint records. Coordinate with medical staff for initial medical evaluations and necessary treatments. Collect and upload any medical documents that come in with the animals to their Petpoint profile. Greet every patron entering the facilities and assist with answering questions and offering support and guidance as needed. Ensure all customer-facing areas are clean, organized and presentable to members of the public. Conduct Meet and Greets for available animals, including walking patrons through the shelter and taking animals out of shelter enclosures as appropriate for introductions. Ensure that all animals are entered into the shelter intake software (Pet Point) with accurate and up-to-date information. Guide potential adopters through the adoption process, including conversations about the process, conducting background checks and counseling on transition into adoptive homes. Assist with post-adoption follow-up, answering questions and addressing concerns. Work with marketing teams to promote adoptable animals through various channels. Resolve any customer concerns or complaints in a compassionate and effective manner before needing to escalate to management. Collaborate with the animal care staff to monitor the health and behavior of animals, ensuring they are ready for adoption. Train and supervise volunteers and interns assisting in the intake and adoption processes. Handle monetary transactions. Work closely with the Customer Care Managers, Supervisors and Directors to develop and implement policies and procedures that enhance the department's efficiency and effectiveness. Maintain and file accurate records of all animal intakes, outcomes, adoptions, and customer interactions. Prepare and present regular reports on adoption rates, customer feedback, and other key metrics. Perform any other duties assigned by supervisor.
About You: Skills & Qualifications 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. Reasonable accommodation may be made to enable individuals with disabilities to perform Essential Functions. Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted. Ability to perform strenuous physical activity daily, including lifting and carrying, reaching, stooping, squatting, and bending. Comfortable working in kennels, outdoor areas, and front-desk/public spaces. Ability to be comfortable working with cats, dogs, small animals, reptiles, fish and wildlife. May be exposed to hostile or abusive members of the public. Must be able to deal with an often-times emotion-charged situations that requires a calm presence. Must be able to navigate challenging interactions and provide quick solutions. By nature of the job, there is occasional exposure to dead, injured, sick, unruly, aggressive, and/or dangerous animals in addition to exposure to parasites, infectious diseases, unpleasant noises, odors, or sights. Must be available and willing to work weekends, early morning and evenings, holidays, overtime, and attend mandatory training and meetings as the employer determines are necessary or desirable to meet its organizational needs. Ideally have a flexible schedule.
Qualifications – Education & Experience High school diploma or GED Experience in Customer Services a plus Excellent customer service and communication skills are required, along with knowledge of and experience in handling domestic and wild animals of various species, breeds, ages and genders. At least 1-2 years of experience in customer service, animal care, or a related field Must have basic computer skills, and knowledge of software such as Microsoft Word and Excel. Certified in or willing to complete Fear Free Shelters training Team-oriented, cooperative attitude Bilingual or multilingual skills a plus
HRA offers a comprehensive benefits package including healthcare, vision, dental and select offerings for pets. Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing. HRA is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Non-profit Organizations
#J-18808-Ljbffr
For more than 150 years, the Humane Rescue Alliance has championed the protection of animals, support for people, and service to the community. With campuses in the District of Columbia and New Jersey, along with the nation’s leading pet transport initiative, it stands as the largest and most comprehensive animal services provider in the region. Each year, HRA transforms the lives of tens of thousands of animals through rescue and adoption, humane protection, access to medical care, innovative community programs, and legislative leadership. Its broad reach and deep expertise enable HRA to reimagine traditional sheltering and address the most complex challenges facing animals and the people who love them.
Job Summary The Customer Care position at the Humane Rescue Alliance (HRA) oversees the intake and outcome process of animals, managing adoptions, and ensuring a positive overall customer experience. This role involves coordinating with the triage team, animal care staff, and Animal Support associates to ensure that all animals receive excellent care from the moment they enter our facility until they find their forever homes or are returned to their owners. Customer Care Associates will also handle customer inquiries, provide exceptional service, and ensure a positive experience for potential adopters, pet owners, and any guests visiting the building. They will support the organization in achieving goals such as increasing the live release rate, meeting adoption quotas and consistently maintaining high standards of animal care, humane handling, and setting the example for community interactions and support.
The Role: What You’ll Do Oversee the intake of all animals into the shelter; this includes owner surrenders, owned deceased pets and owner requested euthanasia. Manage the outcome process of animals exiting the shelter; including adoptions, return to owner, transfer out or any other pathways out of the shelter. Provide detailed documentation of animal background forms, animal and people interactions, intake memos and any other appropriate documentation into Petpoint records. Coordinate with medical staff for initial medical evaluations and necessary treatments. Collect and upload any medical documents that come in with the animals to their Petpoint profile. Greet every patron entering the facilities and assist with answering questions and offering support and guidance as needed. Ensure all customer-facing areas are clean, organized and presentable to members of the public. Conduct Meet and Greets for available animals, including walking patrons through the shelter and taking animals out of shelter enclosures as appropriate for introductions. Ensure that all animals are entered into the shelter intake software (Pet Point) with accurate and up-to-date information. Guide potential adopters through the adoption process, including conversations about the process, conducting background checks and counseling on transition into adoptive homes. Assist with post-adoption follow-up, answering questions and addressing concerns. Work with marketing teams to promote adoptable animals through various channels. Resolve any customer concerns or complaints in a compassionate and effective manner before needing to escalate to management. Collaborate with the animal care staff to monitor the health and behavior of animals, ensuring they are ready for adoption. Train and supervise volunteers and interns assisting in the intake and adoption processes. Handle monetary transactions. Work closely with the Customer Care Managers, Supervisors and Directors to develop and implement policies and procedures that enhance the department's efficiency and effectiveness. Maintain and file accurate records of all animal intakes, outcomes, adoptions, and customer interactions. Prepare and present regular reports on adoption rates, customer feedback, and other key metrics. Perform any other duties assigned by supervisor.
About You: Skills & Qualifications 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. Reasonable accommodation may be made to enable individuals with disabilities to perform Essential Functions. Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted. Ability to perform strenuous physical activity daily, including lifting and carrying, reaching, stooping, squatting, and bending. Comfortable working in kennels, outdoor areas, and front-desk/public spaces. Ability to be comfortable working with cats, dogs, small animals, reptiles, fish and wildlife. May be exposed to hostile or abusive members of the public. Must be able to deal with an often-times emotion-charged situations that requires a calm presence. Must be able to navigate challenging interactions and provide quick solutions. By nature of the job, there is occasional exposure to dead, injured, sick, unruly, aggressive, and/or dangerous animals in addition to exposure to parasites, infectious diseases, unpleasant noises, odors, or sights. Must be available and willing to work weekends, early morning and evenings, holidays, overtime, and attend mandatory training and meetings as the employer determines are necessary or desirable to meet its organizational needs. Ideally have a flexible schedule.
Qualifications – Education & Experience High school diploma or GED Experience in Customer Services a plus Excellent customer service and communication skills are required, along with knowledge of and experience in handling domestic and wild animals of various species, breeds, ages and genders. At least 1-2 years of experience in customer service, animal care, or a related field Must have basic computer skills, and knowledge of software such as Microsoft Word and Excel. Certified in or willing to complete Fear Free Shelters training Team-oriented, cooperative attitude Bilingual or multilingual skills a plus
HRA offers a comprehensive benefits package including healthcare, vision, dental and select offerings for pets. Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing. HRA is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Non-profit Organizations
#J-18808-Ljbffr