Client Care Coordinator

Job Description

Job Description

Position: Client Care Coordinator

Department: Client Services

Reports To: Client Services Manager

Location: 1251 Fulton Industrial Blvd NW, Atlanta, GA 30336

Summary:

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine’s core values as we complete daily tasks, provide services to clients and care for our animals.

As the Client Care Coordinator at LifeLine Animal Services, you will play a crucial role in welcoming visitors, assisting with inquiries, and supporting our mission to provide compassionate care to people and animals in need. This position requires excellent communication skills, empathy, and a proactive approach to managing administrative tasks and client interactions.

Essential Job Functions:

This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

• Uphold the standards and values of LifeLine Animal Project:

Save Lives -- Build Community -- Be Exceptional Stewards -- Be Courageous --

Be Compassionate -- Take Responsibility -- Respect, Embrace and Celebrate Diversity

• Greet visitors warmly and provide them with accurate information about our shelter and available services.
• Promote LifeLine’s mission by educating the public about Friendly Finder and Take 48 programs.
• Answer incoming calls and respond to emails promptly and professionally. Respond to voicemails in a timely manner.
• Assist pet owners with inquiries regarding lost or found animals, adoption procedures, and general shelter information.
• Perform data entry tasks accurately and maintain up-to-date records of animals, clients, and inquiries using our shelter management system.
• Exhibit exceptional stewardship by maintaining a clean and organized reception area, ensuring it reflects our commitment to animal welfare and professionalism.
• Take responsibility to distribute donated items to the proper location.
• Collaborate with other shelter staff and volunteers to ensure smooth operations and excellent customer service.
• Actively and compassionately work to reunite lost pets with their owners through diligent communication and follow-up.
• Trace microchips and make all attempts to find contact information and reach the owner.
• Post Found Dog listings on social media and comb through lost and found listings to look for potential matches within the shelter.
• Accompany lost pet owners on shelter walk through in a thorough and efficient way.
• Process reclaim paperwork and ensure all protocols are followed.
• Courageously support LifeLine’s mission to save lives by having comprehensive knowledge of all shelter operations and programs.
• Respect, embrace, and celebrate diversity by always operating with a judgement-free mindset when working with clients and visitors.
• Help build a community of animal welfare advocates by supporting and engaging the volunteers at LifeLine Animal Project.
• Continue education by participating in LifeLine’s 40-hour annual training requirement.
• Other tasks as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Previous experience in customer service, receptionist, or administrative roles.
• Passion for animal welfare and commitment to the LifeLine mission.
• Exceptional verbal and written communication skills, with a professional and friendly tone.
• Strong organizational skills and attention to detail.
• Ability to work independently and efficiently in a fast-paced environment.
• Proficient in basic computer skills and experience with data entry.
• Compassionate, patient, and solution-oriented when responding to client inquiries.
• Knowledge of animal behavior and basic medical terminology preferred.
• Bilingual proficiency is a plus.

Education and/or Experience:

Minimum of high school diploma or equivalent.

18 years or older.

Experience working in an animal shelter or veterinary clinic preferred.

Work Environment:

While performing the duties of this job, employee may be exposed to unpleasant kennel smells. May have to handle dogs and cats that are stray, injured, diseased or vicious.