Customer Service - Adoptions Representative

Humane Society Pikes Peak Region • Colorado Springs, CO

9h • Onsite

About The Position

The Adoptions Representative is the customer-facing matchmaker who connects animals with loving homes through warm, honest, informed conversations. The role supports the Humane Society of the Pikes Peak Region’s mission of compassionate care, safe communities, and socially conscious sheltering by guiding adoption visits and helping adopters make informed choices.

The representative also provides general customer service, processes fees and donations, supports volunteers and animal care, communicates with the community about shelter practices, and helps maintain a safe, tidy, welcoming facility. The position is full-time and fully on-site in Colorado Springs, with five eight-hour shifts. Weekends are part of the regular schedule; mornings, evenings, and holidays may be required. Evening closing duties include securing the building. Required training and skills demonstrations must be completed within the established timeframe.

The work involves extended periods on your feet, bending, stooping, crouching, lifting, pushing, or pulling at least 40 pounds (with reasonable accommodations), computer use, and daily exposure to animals and animal allergens. Employment offers are contingent on a background check that includes a criminal investigation, verification of citizenship or immigration status, and a motor vehicle record.

Requirements

• High school diploma or equivalent.
• Calm, kind, and courteous manner, including during busy periods.
• Clear communication skills, both verbal and written.
• Ability to think critically and use common sense 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 the mission, values, and success of HSPPR.
• Ability to work five eight-hour shifts, including weekends; mornings, evenings, and holidays may be required.
• Ability to stand for extended periods; bend, stoop, and crouch; and lift, push, or pull at least 40 pounds, with reasonable accommodations.
• Ability to work around animals and animal allergens daily.
• Ability to use a computer.
• Successful completion of a background check as a condition of an employment offer.

Nice To Haves

• At least one year of paid or unpaid animal experience in a kennel, shelter, daycare, grooming business, 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 pets they are interested in and guide adoption visits.
• Provide adoption counseling and behavior tips to help customers choose a suitable pet.
• Prepare adopters with the animal’s medical history, microchip information, pet health insurance details, and medication with instructions when needed.
• 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 direct them to the appropriate locations.
• Monitor supply levels and alert the supervisor when supplies are low.
• Keep the customer service area tidy and welcoming.
• Discuss shelter operations, animal overpopulation, adoption criteria, and euthanasia with the community.
• Encourage customers to consider making a donation.
• Respond compassionately to customers’ emotions and share grief resources when appropriate.
• Train and encourage volunteers.
• Share photos and stories with the Philanthropy team to highlight the organization’s work.
• Assist with animal care, including daily kennel cleaning and animal movement.
• Help with end-of-day close-out and financials.
• Complete 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.

Benefits

• Comprehensive benefits for full-time staff.
• Health insurance.
• 401(k) with employer matching up to 4% of salary.
• Dental and vision plans.
• Supplemental group life insurance.
• Short- and long-term disability insurance.
• Paid time off.
• Holidays.
• Direct deposit.
• Personal pet perks.
• Wellness programs.
• Paid sabbatical after five years of employment.
• Employer qualifies for Public Service Loan Forgiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED