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Job description
Job Title: Animal Resource Center (ARC) Client Care Associate
Department: Shelter
Classification: Part time, non‑exempt
Salary: $17.70 Hourly
Job Relationship: Reports to Animal Resource Center Supervisor
Position Summary
Greets and provides accurate information to visitors. Answers telephones, responds to texts, and assists Animal Resource Center (Admissions, Project CARE, Community Pet Clinic (CPC)) clients by handling their questions or appropriately redirecting calls. Schedules all shelter admissions appointments. Monitors and replies to all electronic communication from ARC clients.
Essential Job Functions
Ensures optimal, professional customer service experience
Models “Compassion” core value behavior: treats animals and people with respect, empathy, and kindness
Listens and responds to the needs of people who call the APL, use our programs and services, support us, work and volunteer for us, and to other animal welfare organizations that turn to us for help
Always represents the APL in a professional and courteous manner
Presents a welcome, helpful, and empathetic first impression to clients
Provides prompt and courteous in‑person and telephone customer service; counsels and educates clients; assists them with problem‑solving and discusses options
Schedules client appointments for animal admissions
Provides accurate information about the APL’s programs and services, especially admissions, Project CARE and CPC; directs clients to the appropriate departments or other agencies for further assistance as needed
Actively solicits donations and assists with accepting in‑kind donations
Provides optimal standard of care to all animals sheltered at the APL
Animal Care Responsibilities
Feeds shelter animals and performs daily cleaning of kennels, cages, and public areas
Performs physical examinations, vaccinations, and administration of tests and other medications to shelter animals per protocol
Keeps Supervisor, Animal Care, and Clinic Departments informed of animal behavior and/or health concerns
Maintains accurate kennel and computer records
Stocks areas and spot‑cleans kennels and public areas throughout the day
Follows all safety guidelines to ensure a safe work environment; takes immediate action to address safety concerns or noncompliance that could endanger employees, volunteers, clients, animals, or the organization
Performs euthanasia as assigned
Other Duties
Keeps supervisor informed of visitor and client concerns
Assists clients with questions, explains appointment process, available services, and payment support options
Stocks area and cleans public areas throughout the day as needed
Informs supervisor of special needs cases for potential public relations or direct mail pieces
Promotes communication and cooperation between APL departments
Promotes integration and utilization of volunteers; assists with volunteer training
Performs other duties and special projects as assigned
Qualifications
High school diploma or equivalent
Minimum one year customer service experience
Able to read, understand, and follow instructions
Able to work with animals, disinfectants, and cleaning supplies
Able to perform physical work: scrubbing, mopping, bending, lifting, walking, and standing for up to ten hours a day, lifting up to fifty pounds with assistance
Euthanasia certified or the ability to become euthanasia certified within six months of employment; willing to perform euthanasia
Experience in animal shelter clinic strongly preferred
Knowledge and Skills
Ability to work in a fast‑paced environment with a variety of people
Ability to work with a computer in a Windows environment
Knowledge of basic veterinary terms and animal care needs
Knowledge of animal breeds, behavior, and handling
Excellent communication skills and proven ability dealing with the public
Demonstrated ability to handle high‑stress and emotionally charged situations
Detail oriented and able to prioritize and perform duties efficiently and effectively and with an adequate degree of independence
Committed to maintaining the Cleveland Animal Protective League’s high standard of animal care and mission to foster compassion and end animal suffering
Fear Free certified or must become certified within six months of hire
Working Conditions
The position is performed continuously in an animal shelter and veterinary clinic that operates seven days per week. Work involves exposure to animals, including some with questionable health and temperament concerns, high noise levels, zoonotic diseases, and cleaning agents. The person in this position must be able to sit and stand for long periods, constantly operate a computer, telephone, and other office equipment, and occasionally perform shelter and clinic cleaning functions. Constant communication with visitors, staff, and volunteers is required. The role necessitates detecting and recognizing animal behavior that may be dangerous and occasionally moving animals weighing up to fifty pounds. The schedule may need to be modified to meet operational needs.
Core Values
Compassion – We act with compassion in action, treating every animal and person with respect, empathy, and kindness to strengthen the human‑animal bond.
Advocacy – We are a voice for animals, dedicated to lifesaving solutions that advance their quality of life and promote their place in society.
Leadership – We act with integrity, creativity, duty to community, and the courage to change.
Innovation – We develop ethical, humane solutions and work in partnership with the public and the animal welfare community to meet evolving challenges.
Community – We strive to be a diverse and inclusive team, working together to fulfill our vision.
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Worksite address
cleveland, OH, 44101, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.