Adoption & Customer Service Specialist

Humane Society of Truckee-Tahoe•Truckee, CA

12d•Onsite

About The Position

The Adoption & Customer Service Specialist, under the direct supervision of the Animal Care Team Manager, will assist the public with specific adoption service needs, answer questions and concerns, and provide needed information. This role represents The Humane Society of Truckee-Tahoe policies and procedures to the public and is expected to maintain a positive and receptive environment for visitors and callers. The position involves counseling potential adopters, explaining the adoption process, and approving or declining adoptions. Additionally, the specialist will monitor the general health of adoptable pets, keep adoption rooms tidy, socialize animals, and guide volunteers. This role also includes preparing animals for adoption by writing bios, performing behavior assessments, and creating website listings. The position requires a commitment to safety and willingness to comply with all safety policies. Assistance may also be needed with community resource front desk tasks such as licensing pets and receiving animal relinquishments. The role also involves treating all animals humanely and with compassion, updating animal-related collateral, and being prepared for emergency disaster response.

Requirements

Basic animal care and behavior knowledge.
Understand basic health and safety issues related to handling and caring for animals.
Knowledge of basic species, breed identification, behaviors, and disposition of dogs, cats, and other animals.
Ability to identify symptoms and behavior associated with rabies and other common diseases of animals.
Learn, interpret, and apply federal, state, and local laws, codes, and ordinances pertaining to the care, handling, treatment, and impounding of animals.
Ability to create, read, and comprehend instructions, short correspondence, and reports.
Demonstrate effective phone, written and oral communication skills.
Display the ability to prioritize competing tasks and showcase reasonable decision-making.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Basic computer skills using standard office programs such as Word or similar systems.
Must be an energetic, friendly, creative team player with a passion for saving animals and working with people.
Must be able to spend a great deal of time working with and handling both dogs and cats.
Skill in mediating disputes, conflicts, and grievances.
Interest and ability to remain abreast of trends and best practices in the humane movement
Must be able to accommodate a set work schedule, which will include weekends and some holidays.
Demonstrate understanding of, sensitivity to, and respect for the diverse socio-economic, racial, ethnic, religious, and cultural backgrounds, diverse abilities, gender, gender identity and expression, and sexual orientation of coworkers and the community served.
High School graduate or GED equivalent required.
Must be able to lift up to 50 pounds routinely.
Must be able to perform strenuous manual labor and move quickly in an agile manner when dealing with animals and in cases of emergency.
Must be able to work with physically strong dogs.
Must be able to handle cats and other small animals.
Must be able to bend, stoop, hike, walk, kneel, and lift comfortably.
Vision to read printed materials and a computer screen.
Hearing and speech to communicate in person and over the telephone.
Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard.

Nice To Haves

Knowledge of domestic animals, including appropriate care and housing, common health problems, disease symptoms, and handling techniques.
Bilingual Spanish-speaking is strongly preferred.
At least six months of related animal care experience and/or training preferred.

Responsibilities

Greet and assist all customers entering the Humane Society Lobby.
Answer all phone calls unless busy assisting other customers. Check voicemail multiple times daily and deliver messages to appropriate personnel or return calls as needed.
Listen to customers and provide effective, compassionate responses and remedies to their questions and concerns.
Counsel potential adopters in selecting a pet that fits their lifestyle, discuss the responsibilities of pet ownership, show animals to prospective adopters during shelter open hours, give information about specific animals, and explain the adoption process to shelter visitors.
Approve or decline adoptions and process them accordingly.
Know the temperaments and personalities of the pets available for adoption to the best of your ability.
Communicate principles that convey and impart an understanding of the policies and procedures of the Humane Society of Truckee-Tahoe to the public.
Be committed to a high standard of safety and be willing and able to comply with all safety laws and all of the employer’s safety policies and rules. Employees must report any safety violations or potential safety issues to the appropriate supervisory or management personnel.
Assist as needed with the community resource front desk, which may include licensing pets and receiving animal relinquishments.
Monitor the general health of adoptable pets and notify the necessary personnel in cases concerning declining health.
Keep adoption rooms tidy and clean on an as-needed basis, adhering to the policies and procedures established by HSTT and the Town of Truckee.
Socialize cats and dogs when time allows.
Guide volunteers, especially during hours when the Volunteer Program Coordinator is unavailable on site.
Prepare animals to be available for adoption, including writing bios, performing behavior assessments, creating website listings, etc…
Assist with various additional duties when requested by management.
Treat all animals humanely, with compassion and concern, both on and off the job, and transmit these values to others.
Update animal-related collateral as needed.
Be prepared and ready to assist with emergency disaster response.