Client Services Representative (51864)

NEVADA HUMANE SOCIETY•Reno, NV

1d•Onsite

About The Position

Client Services Representative plays an important role in advancing Nevada Humane Society’s mission. As a Client Services Representative you contribute to Nevada Humane Society’s (NHS) mission by serving as first point of contact for the public, providing compassionate, professional and empathetic customer service that shapes each person’s experience and builds lifelong connections with our community. Your responsibilities include but are not limited to scheduling and processing services such as surrenders, adoptions, and clinical appointments, while collaborating with coworkers, volunteers and other departments. Your role upholds and supports our values of building the human-animal bond, creating warm and positive experiences, strengthening community connections, and making service accessible- reflecting on our commitment to care for pets, find them homes and save lives.

Requirements

High School graduate (or equivalent).
Prior experience in customer service or hospitality field.
Demonstrable public relations and customer service skills.
Confident computer skills including experience with Microsoft Word, Excel, Outlook, OneDrive, social media, and internet navigation.
Ability to function independently, manage multiple projects and meet deadlines.
Effective interpersonal communication and written skills.
Ability to stay abreast of new developments in the community, especially as it relates to animal welfare.
Strong attention to detail with a high degree of accuracy.
Effective verbal, written and observational skills.
Ability to follow detailed written and verbal instructions.
Ability to manage assigned responsibilities proactively, meet established deadlines, and adjust priorities as needed within scheduled work hours to support operational needs.
Possession of a valid Nevada or California Driver’s license with valid registration and insurance of personal vehicles for all positions that require driving as an essential function.
18 years of age or older.
Ability to work autonomously, manage multiple tasks, and meet deadlines efficiently.
Staying updated on community developments, particularly in animal welfare.
High degree of accuracy and meticulous attention to detail.
Excellent verbal, written, and observational skills.
Self-starter with a goal-oriented mindset, willing to exceed prescribed work and time schedules to meet deadlines.
Possession of a valid Driver’s License with valid registration and insurance for personal vehicles, essential for positions requiring driving.
Demonstrated commitment to the welfare of animals and alignment with the mission of the Nevada Humane Society.
Consistently treat animals with compassion and respect, both professionally and personally, and promote these values to others.
Strict adherence to all local regulations concerning the ownership and care of personal animals.
Comprehensive understanding of pet behavior and care, with the capability to handle various animals safely and responsibly.
Maintaining a consistently positive and professional demeanor is essential.
A sincere interest in the Nevada Humane Society’s mission and vision.

Nice To Haves

Bilingual- Spanish speaking preferred.
Bachelor’s Degree.
Extensive customer service experience.
Experience working in the public sector of customer service.
Experience in same or related position in a nonprofit setting-preferably animal welfare.
Record of continually increasing responsibilities with measurable results.
College degree.
Experience in a nonprofit agency.
Animal welfare experience

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 them with their needs.
Acts as a liaison to triage incoming animals and customers, determining the level of services needed and providing appropriate options, resources, or service information.
Ensures customer satisfaction and support by assisting with processes such as surrender, humane euthanasia services, or referral to alternate resources.
Assists the community by scheduling and processing surrender appointments, ensuring all documentation is completed accurately and in a timely manner, while also providing resources and support to help keep pets and people together whenever possible.
Process owner-requested euthanasia requests in a compassionate and judgement free manner.
Guides and counsels’ potential adopters to ensure they find the right pet match, provide compassionate support throughout the process and complete all adoption procedures accurately and in a timely manner.
Check-in and check-out patients for veterinary appointments, including but not limited to emergency services, surgeries, spay/neuter, vaccinations, euthanasia requests, foster and post adoptions.
Provides accurate information and support to the public about all NHS programs and services, including all services listed above, as well as trap rentals, pet food assistance, and other community resources.
Manages incoming communications by answering a multi-line phone system, redirecting calls as needed, and responding to email correspondence in a professional and timely manner.
Maintaining the integrity of data in animal software systems, ensuring all intakes, outcomes and necessary information is documented and recorded accurately and effectively.
Support daily administrative tasks such as filing, copying, scanning, and data entry.
Perform cash and financial transactions, including processing payments, refunds and donations, issuing receipts, and accepting cash, credit/debit, and checks; and performs end-of-day reconciliation to ensure all transactions are accurate and balanced.
Report all discrepancies to Client Services Management following the proper procedures.
Maintain physical shelter security by unlocking and locking entry/exits doors at appropriate times.
Maintain a clean and organized shared work environment.
Accurately and efficiently complete opening and closing duties to ensure the shelter is prepared for daily operations.
Maintain Client Services supplies and inventory, restock as needed or request the order of items when necessary.
Assisting with training of volunteers and community service members in related work areas.
This role is not primarily focused on animal care or handling; however, interaction with and minimal handling of animals—including dogs, cats, rabbits, guinea pigs, and others—may be required, following NHS safety protocols to ensure the safety of both animals and humans.

Benefits

Employer-paid medical & vision premium option (Full-Time Employees)
Pet-centric benefits not typical in most benefit packages
Paid Time Off (PTO) accrual starting on day one rather than waiting periods.
Nine paid holidays
90% employer-paid buy-up options and low-cost dental plans
Eligibility for the Federal Public Service Loan Forgiveness (PSLF) Program
Low-cost supplemental plans including Life Insurance, Accident, and Short-Term Disability
Pet-focused perks such as free vaccines, spay/neuter, and end-of-life services for employee-owned pets
Free and reduced-cost pet adoptions
Up to 50% off major brand and prescription pet food delivered directly to the shelter