Admissions Representative

Humane Society Pikes Peak Region•Colorado Springs, CO

1d•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. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion. Job Summary The Admissions Representative provides positive, empathetic, and exemplary customer service to patrons and community partners in an efficient manner, including the intake of stray, owned, or deceased animals or those requiring temporary housing by HSPPR; assisting pet owners with lost pets, animal identification, and reunification; working cohesively with coworkers, other departments, and volunteers; and assisting the public in a professional manner. The Admissions Representative ensures an environment of compassionate and respectful animal and people care in accordance with HSPPR's mission, values, goals, and management philosophy.

Requirements

Minimum of one (1) year paid or unpaid experience working with animals in a kennel, shelter, doggie daycare, grooming facility, pet store, farm, veterinary hospital, or equivalent.
Ability to communicate effectively both orally and in writing is essential.
Ability to effectively read, write, interpret, communicate, perform basic problem solving, and perform basic math as commonly expected from completion of a High School Diploma or equivalent education.

Nice To Haves

Advanced training and/or instruction in field of customer service is preferred.
Good working knowledge of animal breeds, nutrition, general care and behavior related Professional animal handling experience and experience using Chameleon software program is a plus.
Experience in de-escalating conflicts is required.

Responsibilities

Adheres to high-quality standards of customer service and performance is consistent with protocols, including but not limited to, demonstrating empathetic care and services for customers in various emotional states; communicating with members of the public through various channels; interacting with patrons to address their concerns, answer their questions, and assist with their needs; acting as a liaison, provide appropriate alternate options, additional resources or service information; assisting community partners with animal receiving and/or disposition issues; resolving any emerging problems with accuracy and efficiency; ensuring customer satisfaction and providing professional customer support; public education on animal shelter dynamics, animal overpopulation, adoption criteria, and euthanasia.
Triage incoming animals and customers to determine what level of services, including veterinary medical services or humane euthanasia, they require and assist with alternate resources or process necessary HSPPR services accordingly.
Perform intakes of stray, owned, or deceased animals (domestic or wild/feral), including but not limited to dogs, cats, birds, reptiles, and small mammals, as well as animal reclaims; Trap-Neuter-Return (TNR) services; animal licenses.
Process owner-requested euthanasia requests as well as proper care and disposal of deceased animals.
Administer intake vaccines for dogs and cats, in accordance with shelter protocols.
Manage service transactions with customers; collect payments cash, credit, or debit cards; issue receipts, refunds, or change; solicit donations; report any errors or discrepancies .
Maintain appropriate data entry and recordkeeping, including new animal intake appointments; lost and found animal reports; kennel locations; current intake status of animals; customer interactions, transactions, comments and complaints; bite reports.
Demonstrates safety protocols for volunteers to ensure consistent humane treatment and handling of animals.
Works directly with the Population, Behavior, Veterinary Services, and Animal Law Enforcement teams, to determine appropriate behavior and medical candidates for adoption at the time of intake.
Cultivates and maintains relations with peers and volunteers.
Supports staff and volunteers; provide quality service to clients, volunteers, and employees, recognizing their individual contributions to the success of our organization.
Communicates issues and concerns to the Admissions Supervisors or Admissions Manager.
Communicates effectively with staff and volunteers so pertinent parties are informed of animal care issues/information.
Documents staff and volunteer complaints.
Handles complaints and/or concerns with professionalism and good judgment.
Involves Admissions Manager as necessary.
Communicates with and provides regular feedback and/or coaching to volunteers in a professional and timely
Informs Admissions Manager of developments that may affect HSPPR or the department including department progress, media exposure, public image, client concerns, and personnel issues.
Properly maintains equipment used
Restocks all supply items daily.
Reports needs for ordering, maintenance, and inventory of supplies and equipment.
Plans and organizes in anticipation of future needs.
Commitment to the mission, values, goals, and success of HSPPR.
Appropriately documents observed animal behaviors utilizing objective language as required in relevant procedures and/or policies.
Performs all other duties as assigned