Pet Support Coordinator
$40,560,000–$40,560,000 year
On-siteCarrollton, Texas, United States
Job Summary
Manage pet support and owner surrender cases from initial request through resolution, serving as the primary point of contact for families seeking assistance or considering surrender. Conduct compassionate conversations to understand circumstances, identify barriers, and explore alternatives to surrender whenever appropriate. Connect owners with programs and resources including food assistance, veterinary care, and rehoming support while coordinating surrender appointments and reviewing required paperwork. Maintain accurate documentation of client interactions, referrals, and outcomes within the case management system, monitoring open cases for timely resolution. Track diversion efforts and trends to improve community support programs. Promptly answer phone calls and emails while assisting with daily Intake Team operations. Full-time, non-exempt role with occasional evening, weekend, or holiday shifts.
Required Qualifications
- High school diploma or equivalent
- Ability to safely handle dogs and cats of varying sizes, breeds, temperaments, and medical conditions
- Ability to lift and carry up to 40 pounds
- Ability to sit, stand, walk, bend, kneel, and reach throughout the workday
- Ability to work in an animal shelter environment that may include animal odors, noise, cleaning chemicals, and exposure to animal waste
- Ability to work occasional evenings, weekends, or holidays based on departmental needs
- Background checks and drugs screens are part of the hiring process at Operation Kindness
Desired Qualifications
- Spanish speaker a plus
- At least one year of experience in animal welfare, customer service, case management, social services, veterinary services, or a related field preferred
- Experience managing sensitive client conversations and maintaining detailed records preferred
- Knowledge of animal welfare, shelter operations, intake diversion, pet retention, or community resources preferred
- Proficiency with Microsoft Office, email platforms, and database management systems
- Bilingual English and Spanish skills preferred
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