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Animal Services Representative - Team Lead ($19.50-$20.00 per hour)

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Published 19 days ago

The Animal Services Representative (Team Lead) is a full-time position with regular weekend, holiday, and evening shifts. The Animal Services Representative (Team Lead) handles Animal Services desk related matters including intaking surrendered or stray animals, stray reclaims, lost and found reporting, wildlife issues, Pet Pantry distribution, and pet support questions from the public. This position is based in Arlington, Virginia. 

Reporting Relationships

This position reports directly to the Director of Community Support. The Animal Services Representative (Team Lead) will work closely with the Director of Community Support, providing coaching and feedback to other Animal Services Representatives in customer service skills and desk operations. They will also work closely with all AWLA staff members, volunteers, and the general public on a regular basis. Bilingual Spanish/English required.

RESPONSIBILITIES

  • Provide high-quality customer service, particularly in sensitive situations; work to create a positive experience for all visitors coming to the shelter 
  • Provide leadership and feedback to other Community Support Assistants  (CSA)
  • Help the Director of Community Support to develop and support the CSA team by helping with: 

1.     Staff scheduling 

2.     Ongoing training opportunities 

3.     Cross-training between departments 

4.     Animal Services desk related data tracking 

  • Promoting excellent communication internally and across departments
  • Present new ideas and innovative practices to improve the department 
  • Carry out several tasks at the same time; answer phones, reply to emails, transfer calls and return messages 
  • Provide information to clients on community support resources, animal guardianship, animal care, and local ordinance 
  • Create receipts and process payments accurately, following departmental protocols. This includes performing opening and closing financial procedures with accuracy
  • Maintain a clean, organized workspace which includes filing paperwork, sorting donations, and daily cleaning
  • Assist community support team members as needed for special projects 
  • Availability to work weekends, evenings, and holidays on a regular basis 
  • Additional duties as considered necessary and assigned

Required Qualifications

  • At least 2 years of customer service work experience 
  • Fluent in English and Spanish 
  • Experience leading a team 
  • Ability to function comfortably in a fast-paced environment
  • Experience in a customer/client-focused professional environment 
  • Excellent communication and customer service skills; professional telephone etiquette 
  • Ability to learn and effectively communicate behavioral and medical information about animals 
  • Knowledge of computer and software applications such as G-Suite, Microsoft Excel, etc. 
  • Ability to remain calm and composed in sensitive and emotional situations and show compassion in difficult situations 
  • Demonstrated organizational skills 
  • Ability to utilize effective problem solving and decision-making skills 
  • Flexible schedule with availability to work weekends, evenings, holidays and overtime as needed 

Desired Qualifications (helpful but not required)

  • Bachelor’s degree and/or equivalent related work experience 
  • Experience in the field of animal care, animal welfare, or veterinary field
  • Experience with “hands-on” nonprofits 
  • Experience working with PetPoint 
  • Knowledge and understanding of dog/cat characteristics, companion animal behavior, and general veterinary practices and be able to convey that information accurately to the public 

Personal Characteristics

  • Passion for the mission of the Animal Welfare League of Arlington
  • Ability to think analytically and problem-solve
  • Willingness to ask questions and work collaboratively
  • Energetic, hard-working and a team player
  • Highly organized and detail-oriented self-starter
  • Positive, enthusiastic and professional image in representing AWLA, both internally and externally
  • Discretion with confidential information

Typical Physical & Mental Demands

Requires frequent bending, reaching, stooping, kneeling, walking/standing, extended periods of sitting, eye-hand coordination and manual dexterity sufficient to operate a keyboard, laptop, telephone, photocopier, calculator and other equipment or machinery. Will have exposure to injured and deceased animals, disinfectant solutions, and various weather conditions. May assist in animal restraint and deal with distressed animals, and could be subject to bites and scratches. May be required to lift heavy items or animals (possibly up to 50 lbs) and be physically active. Requires normal range of hearing and eyesight to communicate with the public, volunteers, staff, and animals. Also requires flexibility and adaptability to work with frequent interruptions

Must be comfortable around dogs, cats, small companion animals and all wildlife.

This position is required to receive rabies prophylaxis vaccine, hepatitis-B, and tetanus vaccinations.

The Animal Services Representative (Team Lead) is a full-time position with regular weekend, holiday, and evening shifts. The Animal Services Representative (Team Lead) handles Animal Services desk related matters including intaking…

Details at a Glance

  • Time Commitment
    Full Time Schedule
Salary
See below
$19.50 - $20.00 per hour

Benefits

This is a full time, nonexempt, 40 hour per week position with medical, dental and vision benefits, paid holidays, vacation and sick time plus employer retirement contribution after 2 years of employment. Pet care incentives are also available. Salary is within the AAWA median range for this position. 

This is a full time, nonexempt, 40 hour per week position with medical, dental and vision benefits, paid holidays, vacation and sick time plus employer retirement contribution after…

Level of Language Proficiency

English required, Spanish preferred

English required, Spanish preferred

Location

On-site
2650 S Arlington Mill Dr, Arlington, VA 22206, USA

How to Apply

To Apply

Please submit the following application materials to Claudia West and apply directly through our website

  1. A thoughtful cover letter describing your interest in the position and why your experience/qualifications make you the best fit for the position
  2. Your cover letter should include why a full time customer service position is of interest to you 
  3. Current and up to date resume

To Apply

Please submit the following application materials to Claudia West and apply directly through our website

  1. A thoughtful cover letter describing your interest in the…

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