Customer Service - Adoptions Representative

Humane Society Pikes Peak Region•Colorado Springs, CO

2d•$16 - $16•Onsite

About The Position

The Adoptions Representative serves as a customer-facing matchmaker, helping connect animals with appropriate loving homes through warm, honest, and informed conversations. The role supports the Humane Society of the Pikes Peak Region’s mission of compassionate care, safe communities, and socially conscious sheltering. It is fully on-site in Colorado Springs and is scheduled for five 8-hour shifts per week. Weekends are part of the regular schedule; mornings, evenings, and holidays may also be required. The representative guides adoption visits and counseling, shares pet behavior tips, and prepares adopters with relevant medical history, microchip information, pet health insurance details, and medication instructions. The role also provides front-of-house customer service, processes fees and donations, receives in-kind supplies, maintains the customer service area, and monitors supply levels. Additional work includes community education, supporting people through emotional situations, training volunteers, sharing adoption stories with the Philanthropy team, assisting with animal care and kennel cleaning, supporting end-of-day financial close-out, and performing evening closing and building-security duties. The work is emotionally and physically demanding and involves extended periods on one’s feet, bending, stooping, crouching, lifting, pushing, or pulling at least 40 pounds with reasonable accommodations, computer work, and daily exposure to animals and animal allergens. Required training and skills demonstrations must be completed within the established timeframe. Employment is contingent on a satisfactory background check that includes a criminal investigation, citizenship/immigration status verification, and a motor vehicle record.

Requirements

High school diploma or equivalent.
Calm, kind, and courteous demeanor, including during busy periods.
Clear communication skills in conversation and writing.
Critical thinking and sound judgment to find appropriate outcomes for animals and adopters.
Comfort with emotionally and physically demanding work.
Ability to add and subtract and make correct change.
Commitment to HSPPR’s mission, values, and success.
Ability to meet the physical demands of the role, including extended periods on one’s feet, bending, stooping, crouching, and lifting, pushing, or pulling at least 40 pounds with reasonable accommodations.
Availability for a full-time schedule of five 8-hour shifts, including weekends; mornings, evenings, and holidays may be required.
Authorization of a pre-employment background check, including a criminal investigation, citizenship/immigration status verification, and motor vehicle record; employment offers are contingent upon satisfactory completion.

Nice To Haves

At least one year of paid or unpaid animal experience in a kennel, shelter, daycare, grooming, pet store, farm, veterinary hospital, or similar setting.
Customer service training.
Knowledge of animal breeds, nutrition, care, and behavior.
Experience with Chameleon software and Microsoft Office.
Bilingual English/Spanish skills, highly desired.

Responsibilities

Introduce adopters to animals they are interested in and guide adoption visits.
Provide adoption counseling and behavior tips to help customers choose an appropriate pet.
Prepare adopters with medical history, microchip information, pet health insurance details, and medication instructions when applicable.
Retrieve adopted animals from kennels using safe handling practices.
Greet and assist customers in person and by phone.
Process adoption fees, dog and cat licenses, and donations.
Receive in-kind food and supply donations and route them appropriately.
Monitor supply levels and notify the supervisor when supplies are running low.
Keep the customer service area tidy and welcoming.
Discuss shelter operations, animal overpopulation, adoption criteria, and euthanasia with the community.
Invite customers to consider making a donation.
Provide support to customers experiencing a range of emotions and share grief resources when needed.
Train and encourage volunteers.
Share photos and stories with the Philanthropy team about the organization’s life-saving work.
Assist with animal care, including daily kennel cleaning and animal movement.
Help with end-of-day close-out and financials.
Perform evening closing duties, including locking up, turning off lights, and securing the building.
Help keep people and animals safe.
Complete required training and skills demonstrations within the established timeframe.