Animal Resource Center (ARC) Client Care Associate

Cleveland Animal Protective League; Cleveland (OH); On-site; USD 23,419 - 26,174; Part time

Job summary

The Cleveland Animal Protective League is seeking an ARC Client Care Associate to greet visitors, answer calls, and assist clients across Admissions, Project CARE, and CPC. You will schedule shelter admissions appointments and manage electronic communications from ARC clients.

This part-time, non-exempt role emphasizes compassionate customer service, accurate information, and collaboration with shelter and clinic teams to support animals and people in our care.

Qualifications

• High school diploma or equivalent.
• Minimum one year of customer service experience.
• Able to read, understand, and follow instructions.
• Able to work with animals and cleaning supplies.
• Euthanasia certification or ability to become within six months of employment; willing to perform euthanasia.
• Experience in animal shelter clinic strongly preferred.

Responsibilities

• Provide friendly, professional customer service to visitors.
• Answer phones and respond to client inquiries.
• Schedule shelter admissions appointments.
• Educate clients about programs and services.
• Assist with donations and in-kind donations.
• Maintain accurate kennel and computer records.
• Support animal care staff as needed.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Animal handling

Windows computer

Reading & following instructions

Fear Free certification

Teamwork

Education

High school diploma or equivalent

Euthanasia certification within six months

Tools

Windows OS

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.