Admissions Representative-Customer Service

Humane Society Pikes Peak Region•Colorado Springs, CO

8d•Onsite

About The Position

Looking to make a difference in the lives of pets and people? With an almost year-round beautiful blue sky and a scenic mountain backdrop, HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial in the colorful State of Colorado. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion. HSPPR welcomes you to apply for this exciting opportunity at our socially conscious organization. Help Animals. Help People. Be the First Point of Compassionate Care. When an animal comes through our doors, there is often a person on the other side who needs help, too. As an Admissions Representative at the Humane Society of the Pikes Peak Region (HSPPR), you'll be one of the first people our community encounters during some of their most challenging moments. Whether you're helping reunite a lost pet with their family, welcoming a stray animal, assisting someone who needs resources, or guiding a pet owner through the intake process, you'll make a difference for animals and people every day. HSPPR's mission is simple but powerful: HSPPR offers compassionate care to animals, supports safe communities, and provides socially conscious sheltering. This position brings that mission to life by providing safe, humane animal intake and triage while delivering empathetic, professional service to our community.

Requirements

At least one year of paid or unpaid experience working with animals in a kennel, shelter, doggie daycare, grooming facility, pet store, farm, veterinary hospital, or similar setting.
Experience de-escalating conflicts.
Strong verbal and written communication skills.
Ability to read, write, interpret information, communicate effectively, perform basic problem-solving, and perform basic math.
High school diploma or equivalent education.

Nice To Haves

Customer service training or advanced instruction.
Knowledge of animal breeds, nutrition, general care, and behavior.
Professional animal-handling experience.
Experience using Chameleon or similar animal shelter software.

Responsibilities

Provide exceptional, empathetic customer service to people who may be experiencing stress, frustration, grief, or other strong emotions.
Answer questions, address concerns, explain processes, and connect people with appropriate resources.
Help community partners with animal receiving and disposition needs.
Assist pet owners with lost pets, animal identification, reclaims, and reunification.
Educate the public about animal sheltering, animal overpopulation, adoption criteria, euthanasia, and available services.
Handle incoming and outgoing phone calls and provide accurate, timely information.
Performing intakes for stray, owned, and deceased animals, including dogs, cats, birds, reptiles, small mammals, and wild/feral animals.
Processing animal reclaims and Trap-Neuter-Return (TNR) services.
Processing animal licensing services.
Triaging animals and customers to determine appropriate services, including veterinary care or humane euthanasia.
Processing owner-requested euthanasia and ensuring appropriate care and disposition of deceased animals.
Administering intake vaccines for dogs and cats according to shelter protocols.
Working with Population, Behavior, Veterinary Services, and Animal Law Enforcement teams to identify appropriate medical and behavioral pathways for animals at intake.
Maintain animal and customer records and enter information accurately into shelter systems.
Document intake appointments, lost-and-found reports, kennel locations, animal status, customer interactions, transactions, comments, complaints, and bite reports.
Process cash, credit, and debit transactions, including payments, refunds, receipts, and change.
Report discrepancies and maintain accurate transaction records.
Maintain supplies and equipment and anticipate department needs.
Work closely with staff, volunteers, community partners, and multiple HSPPR departments.
Communicate important animal-care information, address concerns professionally, provide feedback and coaching to volunteers, and escalate issues to leadership when appropriate.
Support HSPPR's community relations efforts by sharing stories and photography opportunities that help our community and donors understand the lifesaving work happening every day.