Job Description

Customer Service Coordinator (Full-Time)

Hourly Rate: $18.00–$19.00

  Who we are:

At Humane Society for Hamilton County, customer service isn’t a front desk job—it’s the heartbeat of our shelter. Every day, you’ll help create calm, clear, compassionate experiences for adopters, donors, volunteers, and community members—while supporting the teams who care for animals behind the scenes.

  Why this role matters:

The Customer Service Coordinator helps oversee and coach our Intake & Adoption Counselors while ensuring every person who walks through our doors receives exceptional service. You’ll be a steady leader on the floor—solving problems in real time, keeping daily work moving, and helping animals find the right forever homes.

What you’ll do:

In this role, you’ll be hands-on, people-forward, and mission-driven. Responsibilities include (but are not limited to):

• Support and help coordinate the Intake & Adoption Counselor team throughout the day (front-line customer service, intake, adoptions, workflow).
• Greet and assist customers, answer phones, route messages, and ensure patrons get to the right place quickly.
• Counsel and guide potential adopters, assist with pre-approvals, and support adoption applications and communication.
• Facilitate adoption/intake/outcome paperwork and processing with accuracy and care.
• Keep front-facing areas clean, organized, and welcoming; help oversee completion of daily cleaning tasks.
• Reconcile cash drawer and credit card totals at day’s end; support checklist completion and pre-check-out routines.
• Train newly hired Intake & Adoption Counselors and reinforce protocols, customer service expectations, and best practices.
• Step in as the Customer Service Manager’s support/backup as needed (including when they are off-site).
• Help de-escalate difficult situations with professionalism, empathy, and steady leadership.
• Participate in hiring/disciplinary processes and provide feedback for performance reviews as requested.
• Open and close the shelter at least once per week; maintain timely communication via email/calendar for meetings, intakes, and showings.

  What we’re looking for:

• Embrace our No-Kill philosophy and whatever it takes attitude.

Hard skills:

• Minimum of 2 years of experience demonstrating advanced customer service skills.
• Fear Free Certified.
• Animal welfare knowledge (shelter, veterinary clinic, or animal boarding setting).
• Highly proficient with computers (Microsoft Office, Gmail) and comfortable working in databases/software.
• Able to lift 50 lbs without health risk.
• Able to perform physical activity (bend/stand/lift) for 8–10 hours/day.

Soft skills/other:

• Self-starter with strong problem-solving skills and initiative.
• Strong multitasking and prioritization.
• Excellent written and verbal communication.
• Comfortable navigating high-stress situations and conflict resolution with employees and/or customers.
• Able to pivot quickly when the day changes (because it will).
• Flexible to work some nights and weekends.
• Thrives in a fast-paced environment with animal sounds, smells, and allergens.

Benefits (Full-Time Employees)

Because the Humane Society for Hamilton County is committed to the success and overall well-being of our team, we are proud to offer our full-time employees the following comprehensive benefits package: · Medical Insurance: HSHC pays a flat amount toward each, full-time employee’s individual medical premium to make this benefit affordable. FT Employees are eligible for coverage on the first day of the month after their hire date. Multiple medical plans provided through Anthem Blue Cross and Blue Shield. BC/BS from which you can choose the best plan/deductible to meet your needs and budget. · Dental & Vision Insurance: FT Employees are eligible for coverage on the first day of the month after their hire date. Our dental and vision plans are both comprehensive and affordable. These premiums are not covered by HSHC. · Life Insurance: Each employee receives complimentary life insurance. · Generous Paid Time Off starts accruing on your first day of employment. · 401(K) Matching · Employees Paid Weekly · Professional Development & Career Planning

Additional benefits available to full-time employees include: · Long/Short Term Disability · FSA/HSA · Employee Assistance Program · Identity Theft Protection · Mental Health Services · Retirement Planning

All employee owned pets are eligible for significantly discounted products and services including: · Annual Vaccines · Monthly Preventatives · Diagnostic Testing · Prescription food and medications with a current DVM prescription (some exceptions apply) · FREE X-Rays when staff time permits and no sedation is required (does not include cost to read results, some exceptions may apply) · FREE Pet Supplies when available

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