Customer Care Representative/Receptionist

Hours of Work:

• Full time (40 hours a week), includes at least one weekend day

• Shifts are 10 hours (between 8am and 7pm)

Reports To: Director of Development

Do you want to make a difference while sharing your positive energy? We’re looking for an enthusiastic and organized Customer Care Representative to be the first friendly face visitors, adopters, volunteers, and donors see. You’ll provide great service and support the Animal Control team with key administrative tasks.

This role is perfect for someone who enjoys variety, thrives in a fast-paced environment, and loves working with people. You’ll handle community inquiries, assist across departments, and help make an impact every day. If you’re proactive, detail-oriented, and ready to join a dynamic team, we’d love to hear from you!

Key Responsibilities

A. Dispatch and Animal Control Support

• Receive and process bylaw complaints and inquiries.

• Dispatch Animal Control files to the appropriate Animal Control Officer in an efficient and timely manner.

• Process dog licenses for the Township of Langley and City of Langley and complete the daily reconciliation.

• Complete all documentation for stray animal intake when a member of the public brings a stray to the shelter or is received by an Animal Control Officer. This includes the creation of animal records and detailed reports.

• Support Officers in the field with information as needed.

• Provide conflict resolution to emotionally charged situations.

B. Customer Care

• Answer all incoming calls, problem solving and respond as appropriate to meet expectations of the caller.

• Ensure excellence in customer service by providing a proactive, warm, and helpful approach to interactions with the public.

• Supports stewardship of volunteers, donors, and other stakeholders by building strong

relationships.

• Assist with revenue development by processing, and where appropriate soliciting, donations (monetary and in-kind).• Ensures a responsive and positive relationship with the City and the Township of Langley.

• Manage the administrative functions for animals leaving the shelter after impoundment, adoptions, and surrender.

• Register microchips, tattoos, and all pet insurance trials for all adopted animals.

• Accept lost and found reports from the public and assist with reuniting lost animals with their families.

• Support and assist with the documentation for emergency boarding of pets for families in need and local emergencies.

• Provide information to various stakeholders about services provided by LAPS.

• Assist the public in accessing the LAPS Food Bank and track data.

• Maintain a clean and professional work environment that is welcoming to the public.

C. Administration

• Assist management in the completion of administrative tasks.

• Assist in training and supporting the Administrative Assistant volunteers.

• Daily reconciliation of cash reports and processing payments.

• If warranted by days of work, conduct month end records.

• Document the initial management and status movement of stray animals within the Shelter.

• Provide administrative support including data entry, filing, and ordering office supplies.

• Coordinate some facility maintenance.

Qualifications

• Excellent telephone and customer service skills.

• Excellent conflict resolution skills and ability to de-escalate situations

• Experience with working with phone systems, receiving, transferring, and taking messages.

• Comfortable dealing with the public, answering questions and providing information to community members about adoptions, animal control issues and referrals to other communityvanimal welfare agencies and services.

• A “can do” attitude, proactive, positive and solution focused.

• Ability to address customer concerns and service complaints.

• Advanced computer skills, comfortable using MS Office including word, excel and outlook.

• Experience with an Information Management System.

• Excellent verbal and written skills.

• Excellent organizational skills, ability to prioritize and multi-task.

• Ability to work under minimal supervision and take initiative.

• Ability to adapt easily to situations at hand and work in a fast-paced environment

Education and Experience

• High school diploma or GED equivalent (required).
• Administrative training or experience (an asset).
• Experience in bylaw enforcement or the veterinary industry (an asset).
• Experience in bylaw enforcement or the veterinary industry (an asset).

What LAPS Offers

• Hourly Wage Range: $21 - $26.50

• Paid 30-minute lunch breaks

• Medical, Dental and Extended Health

• Vacation and Wellness Days

• RRSP matching after 1-year employment

• Education opportunities

• Supportive work environment with opportunities for career growth

• The chance to positively impact the lives of both animals and people in the community

If you’re ready to join a dedicated team committed to improving the lives of animals and the people who care for them, apply today! Let’s work together to make a difference.

Job Types: Full-time, Permanent

Pay: $21.00-$26.50 per hour

Expected hours: 40 per week

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• Company events
• Dental care
• Discounted or free food
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Store discount
• Wellness program

Schedule:

• 10 hour shift
• Day shift
• Every Weekend
• Holidays

Education:

• Secondary School (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: In person