Celebrating Blue Mountain Humane Society's Customer Service Team

Blue Mountain Humane Society stands as a champion for Walla Walla Valley animals in need, with our mission to promote kindness, prevent cruelty, and foster the human-animal bond. Central to this mission is a dedicated customer service team, whose role is pivotal in connecting animals with loving homes and supporting the community's pet care needs.

Heroes on the Adoption Front

The customer service team at BMHS serves as the organization’s front line in facilitating adoptions, managing public inquiries, and educating the community on responsible pet ownership. Their work is critical in helping shelter operations run smoothly and ensuring that every animal receives a fair chance at finding a forever home.

Three staff members and backup from our many, amazing volunteers comprise the BMHS customer service team. Isak Cuellar, an Adoption Specialist, finds immense satisfaction in his role. "After taking care of the cats and dogs for however long they stayed at our shelter, it is super rewarding to talk to their new caretakers and know that they're getting the opportunity to have a home and continue to be loved by their new paw-rents!"

This sentiment is echoed by Monica Siegenthaler, another Adoption Specialist, who shares, "The most rewarding part of our job is helping animals find their forever homes or seeing animals reunited with their owners. Animals have such an integral part in people's lives, and being a part of the adoption process brings a lot of joy."

The BMHS customer service team. Adoptions Specialists Isak Cuellar (back), Monica Siegenthaler (sitting), and Jordyn Helm (right).

Best Practices in Customer Service

Animal shelter customer service involves a combination of compassion, knowledge, and resilience.

Jordyn Helm, an Adoption Specialist, emphasizes the importance of maintaining a positive outlook: "Smile! There is always a bright side! Having a positive mentality is important, and it's okay to take a breather! Do things to de-stress when you need to, and celebrate the little victories!" This approach helps the team navigate the emotional challenges that often come with animal welfare work.

Exceptional customer service is essential for the success and positive impact of our shelter. Here are some best practices that our adoption team strives toward.

Compassionate Communication: Every interaction with our visitors and clients is approached with empathy and understanding. Whether they are adopting a pet or surrendering one, our staff ensures they feel heard and supported.

Educating the Community: We actively educate the public about responsible pet ownership and the importance of spaying and neutering. This includes providing resources and information on our website, social media, and during in-person visits.

Personalized Experience: Each adopter receives personalized guidance to match them with the perfect pet. Our adoption counselors take the time to understand the adopter's lifestyle and preferences to ensure a successful match.

Efficient Processes: Streamlining our processes for intakes, adoptions, and medical services ensures that clients experience minimal wait times and maximum efficiency. We have clear procedures and dedicated staff to handle each step smoothly.

Overcoming Challenges

But even the most passionate and upbeat team can have tough days. One significant challenge the adoptions team faces is managing the emotional toll of the job. As Isak notes, "Working at the shelter is very emotionally challenging at times; although we get to experience some super happy moments like adoptions, we do witness the consequences of animal cruelty and neglect firsthand." To address this, the team relies on their training, mutual support, and maintaining a healthy work-life balance.

Another challenge is managing public expectations. Monica Siegenthaler points out a common misconception: "That we put animals down if they're not adopted. Our shelter is a no-kill shelter, and we have an awesome team and volunteers/fosters who take such good care of the animals while they are here."

Educating the public about shelter practices and animal care is an ongoing part of their role. Pet owners sometimes do not understand the laws and regulations BMHS must follow, which can lead to frustrations and misunderstandings. The customer service team sees this frequently with reclaims, which is when a pet owner comes to the shelter to pick up an animal they own that has been brought to BMHS as a stray. Reclaim fees, at various levels depending on how often the animal has been picked up as a stray and whether the animal has been spayed/neutered or properly licensed, are set by city and county codes and are meant to remind pet owners to take responsibility for their animals.

Community Impact

The impact of effective customer service on the community is substantial. By providing knowledgeable and compassionate assistance, the team not only facilitates successful adoptions but also strengthens the human-animal bond within the community. This aligns perfectly with BMHS's vision to end pet overpopulation and homelessness and to inspire a compassionate community.

BMHS's commitment to animal welfare extends beyond traditional shelter services. Our Trap-Neuter-Return (TNR) program, which helps manage feral cat populations, is a testament to our comprehensive approach to animal welfare. The program benefits 250-400 cats per year, significantly impacting the community's feral cat population.

Looking to the Future

Our customer service team continues to adapt and improve. As Jordyn advises, "Trust the process! Patience is important and it takes time to adjust." This philosophy applies to animal adoptions and the ongoing development of customer service strategies at the shelter.

The adoption specialists at Blue Mountain Humane Society play a vital role in fulfilling our mission. Their dedication, compassion, and resilience in the face of challenges contribute significantly to the welfare of animals in the Walla Walla Valley. As BMHS continues to evolve and serve, the customer service team remains at the forefront, connecting hearts and homes with animals in need.