Customer Experience Officer

at  The Lost Dogs Home

ABOUT US:

At The Lost Dogs’ Home, we are a foundation in Victoria’s animal welfare landscape, celebrated for our compassionate care of around 18,000 lost and abandoned dogs and cats every year. Beyond caring for animals, we are dedicated to providing diverse animal welfare and community programs, all aimed at giving animals the best chance of a happy and healthy life. Our mission is upheld by passionate individuals who embody a profound affinity for animals, community, and advocacy.

ABOUT THE ROLE:

The Lost Dogs’ Home is seeking a part-time (42 or 64 hours per fortnight) Customer Experience Officer for our North Melbourne shelter. In this diverse role, you will deliver exceptional customer service to the public, assisting with adoptions, reclaims, lost pet searches, and animal surrenders.
This unique position allows you to apply your customer service skills in a challenging yet rewarding environment. The role combines fast-paced customer service, administrative tasks, and some animal handling.

KEY RESPONSIBILITIES:

• Perform administrative tasks, including recording information about lost and found pets, updating adoption profiles, communicating with councils, and handling ad hoc duties.
• Professionally and courteously handle incoming calls, screen and direct them to appropriate stakeholders, and answer general inquiries about shelter operations, such as adoptions and lost/found animal information.
• Guide potential adopters through the adoption process, including facilitating meet and greets with our adoption animals.
• Educate the public about responsible pet ownership and maintaining the health and wellbeing of their pets.
• Assist in reuniting animals with their owners by actively trying to contact the owners.
• Process financial transactions and perform daily banking procedures to ensure balance.