Customer Service and Animal Care Provider

Mountain Humane (in Hailey, Idaho) is on a mission to enrich the quality of life in our community by saving animals and changing lives. We do this through innovative programs that inspire and have impact beyond southern Idaho. The first “no-kill” shelter in the state of Idaho (in 1999), annually we help more than 7,500 animals and touch the lives of more than 5,000 people through our programs. We are proud to be a model for other animal welfare organizations and to be at the forefront of best-practices in non-profit management.

JOB SUMMARY:

The Customer Service and Animal Care Provider position serves in a dual role supporting both animal welfare and front-line guest services. This position works directly with the public and with shelter animals, helping to ensure a safe, sanitary, and humane environment for cats in Mountain Humane’s care.

Animal care responsibilities include performing essential daily tasks to maintain animal health, comfort, and overall wellbeing. Customer service responsibilities include guiding prospective adopters through the application, screening, and adoption process, as well as supporting administrative functions such as answering phones, responding to emails, and providing general office assistance.

Customer Service and Animal Care Providers are responsible for welcoming and assisting shelter visitors, volunteers, and potential adopters, and for creating a positive, compassionate, and professional experience for all who interact with Mountain Humane.

Classification: Full time, Non-exempt

Reports to: Associate Director of Shelter Operations

Collaborates with: Animal Care Operations, Kennel Staff, Behavior and Training Staff, and Marketing

Location: Hailey, Idaho

QUALIFICATIONS:

Education & Experience

High school diploma or equivalent required; experience in animal welfare, nonprofit operations, or customer service preferred

Two years of experience in customer service, animal care, and/or nonprofit settings preferred

Professional Competencies

Strong interpersonal and customer service skills with the ability to build effective working relationships with staff, volunteers, and the public

Excellent verbal and written communication skills

Demonstrated ability to manage multiple priorities in a fast-paced, physically and emotionally demanding environment

Ability to train, mentor, and provide guidance to volunteers

Strong administrative, organizational, and time-management skills with high attention to detail

Ability to exercise sound judgment, maintain flexibility, and work both independently and collaboratively

Proven ability to handle multiple tasks while maintaining a high standard of care and professionalism

Technical Skills

Computer proficiency required, including working knowledge of Google Workspace (Docs and Sheets), Microsoft Office, and Windows-based systems

Ability to quickly learn and adapt to new software and operational systems

Personal Attributes & Values

Commitment to Mountain Humane’s mission and a genuine compassion for animals regardless of condition

Ability to work respectfully and effectively with individuals from diverse racial, cultural, socioeconomic, and ability backgrounds

Positive, professional, and team-oriented approach to work

Flexibility and willingness to assist with organizational needs as required

Desire to learn and remain open-minded in a dynamic shelter environment

Bilingual (English/Spanish) skills are a plus

Additional Requirements

Must be at least 18 years of age

POSITION DUTIES:

Customer and Volunteer Care

Greet and assist visitors with impeccable customer service

Communicate and listen with tact and empathy

Provide information on Mountain Humane policies, values, mission, programs and events

Direct all impounds and surrenders to management staff

Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Mountain Humane

Adoption Counseling

Willingness and ability to learn about animal behavior, common challenges, and ways to cope with challenges in order to match adopters with animals and keep animals in homes

Evaluate and gain an adequate understanding of adopter’s lifestyles and interests to adequately match adopters with Mountain Humane’s animal population

Impart accurate information to potential adopters

Provide behavior information and shelter approved training techniques to adopters as directed by the behavior team

Follow adoption guidelines in accordance with the Mountain Humane’s policies, procedures, and SOPs

Work effectively with the Mountain Humane team

Office Duties

Assist with answering phones, maintain shared trackers, and animal database record keeping

Assist with animal kennel cards and files

Print and stock office/administrative forms

Prepare adoption folders and bags

Assist with adoption follow-up procedures

Help with front office area cleaning

Notify departments of packages delivered to Mountain Humane

Maintain MH swag inventory and retail sales

Issue and send out Blaine County licenses according to Standard Operating Procedure

Animal Care

Treat all animals humanely, with compassion and concern, both on and off the job and transmit these values to others

Assist in the performance of the daily cat area routines

Perform daily sanitation of the cat areas according to the Mountain Humane policies and procedures

Assure all animals are cared for regarding food, water, daily exercise and appropriate living conditions

Monitor the health and behavior of animals and report to supervisor

Carry out implemented behavior enrichment programs

Marketing support; animal handling for photo shoots

GENERAL GUIDELINES:

Maintain a neat and well-groomed personal appearance

Wear supplied uniforms and closed toed shoes during all working hours

Comply with all facility safety protocols

Assist in maintaining overall facility cleaning standards

Carry out other duties as assigned by supervisor

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

Indoors and outdoors, including in shelter environment with dogs, cats, pocket pets

Frequent interactions with children who may or may not be well-behaved, occasional contact with the public in an emotionally charged environment

Animal handling required; while all adoptable animals have health and behavior screening, by nature of the industry, there may be occasional exposure to dead, injured, sick, unruly, and/or dangerous animals in addition to possible exposure to parasites and infectious diseases

May require driving of company vehicles. Must maintain a valid driver’s license and good driving record. Drivers information will be submitted to the carrier

Regular use driving of company vehicles; employees must be at least the age of 18

Occasional use driving of company vehicles; employees under the age of 18 must be preapproved by the carrier

Work day includes walking, standing, sitting, bending, squatting, lifting (occasionally up to 50 lbs), answering telephones, and using a computer, work with a variety of cleaning agents, and work in an environment with daily changes in climate

Potential exposure to high noise levels, allergens and chemical materials requiring OSHA Material Safety Data sheets

HOURS, SALARY & BENEFITS:

Hours:

Full-time, 40 hours/week with some evenings & weekend days necessary for programs. Schedule flexibility may include four 10-hour shifts

Wage Range:

$20.00 - $25.30/hour, depending on experience, certifications, proficiency in job tasks, and ability to work cooperatively while fostering the mission of the organization

Benefits:

Mountain Humane offers a comprehensive benefits package for all full-time employees, including:

Generous paid time off allotment for vacation and personal reasons

100% employer paid medical and vision insurance for staff (with the option of upgrading the plan for an additional contribution)

100% employer paid dental insurance plan through Delta Dental

100% employer paid life insurance policy

Access to a 403(b) retirement account with a 3% matching employer contribution

Access to reduced cost veterinary care and pet supplies (including dog/cat food) for all employee-owned pets

An annual personal pet care allowance for veterinary products and services

A 40% discount at The Barkin’ thrift store in Hailey, and

Access to discounted membership at Gravity Fitness & Tennis in Hailey

Mountain Humane also provides funding for professional development opportunities and financial assistance for commuting employees. For employees with federal student loans, Mountain Humane is also a qualifying employer for the Public Service Loan Forgiveness (PSLF) program!

Note: The statements herein are intended to describe the general nature and levels of work performed by this position, but are not a complete list of responsibilities, duties, and skills required. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Either employer or employee may terminate the employment relationship at any time with or without notice and with or without cause.

Mountain Humane is an equal opportunity employer.