Client Care Receptionist

Position: Client Care Receptionist

Department: Client Services 

Reports To: Client Services Manager 

Location: 1251 Fulton Industrial Blvd NW, Atlanta, GA 30336

Summary:

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine’s core values as we complete daily tasks, provide services to clients and care for our animals.

As the Client Care Receptionist at LifeLine Animal Services, you will serve as the first point of

contact for clients and visitors, managing all phone calls, emails, and voicemail inquiries. You will be

responsible for directing requests, answering questions, and ensuring that shelter staff are

informed of any client needs or concerns. This role requires excellent communication skills, a

professional and friendly demeanor, and the ability to efficiently manage and prioritize incoming

inquiries in a fast-paced environment.

Essential Job Functions:

This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

• Uphold the standards and values of LifeLine Animal Project:

Save Lives -- Build Community -- Be Exceptional Stewards -- Be Courageous -- 

Be Compassionate -- Take Responsibility -- Respect, Embrace and Celebrate Diversity

• Manage the main phone line, answering incoming calls promptly, providing information, and redirecting inquiries to the appropriate shelter staff or department.
• Respond to emails and voicemails in a timely and professional manner, ensuring all client needs are communicated clearly to the relevant team members.
• Take responsibility to run the voicemail log for all shelter departments, ensuring all departments are responding to clients in a timely manner.
• Compassionately, provide information to clients about shelter services, adoption procedures, lost and found animals, and general shelter policies via phone and email.
• Assist with processing and organizing any necessary follow-up tasks based on client inquiries, ensuring that shelter staff are fully informed and ready to assist.
• Exhibit exceptional stewardship by maintaining accurate records of all client interactions, including phone calls, emails, and voicemails, and ensure that all inquiries are logged properly in the system.
• Collaborate with shelter staff to ensure client needs are addressed within 24 hours and that all communication is clear and organized.
• Courageously support LifeLine’s mission to save lives by having comprehensive knowledge of all shelter operations and programs.
• Perform basic data entry and assist with administrative duties as needed.
• Monitor phone lines to ensure prompt response times and ensure that no client inquiries are missed.
• Respect, embrace, and celebrate diversity by always operating with a judgement-free mindset when working with clients and visitors. 
• Help build a community of animal welfare advocates by supporting and engaging the volunteers at LifeLine Animal Project.
• Continue education by participating in LifeLine’s 40-hour annual training requirement.
• Other tasks as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Previous experience in customer service, receptionist, or administrative roles.
• Passion for animal welfare and commitment to the LifeLine mission.
• Exceptional verbal and written communication skills, with a professional and friendly tone.
• Strong organizational skills and attention to detail.
• Ability to work independently and efficiently in a fast-paced environment.
• Proficient in basic computer skills and experience with data entry.
• Compassionate, patient, and solution-oriented when responding to client inquiries. 
• Knowledge of animal behavior and basic medical terminology preferred. 
• Bilingual proficiency is a plus. 

Education and/or Experience:

Minimum of high school diploma or equivalent. 

18 years or older. 

Experience working in an animal shelter or veterinary clinic preferred.

Work Environment:

While performing the duties of this job, employee may be exposed to unpleasant kennel smells. May have to handle dogs and cats that are stray, injured, diseased or vicious.