Resource and Intake Coordinator

The Maryland SPCA•Baltimore, MD

21h•Onsite

About The Position

The Resource and Intake Department is responsible for counseling dog and cat owners looking for help to keep their pet in their home or rehome their pets to keep them out of the shelter. The Maryland SPCA can schedule pet intake as a last resort, as space allows. The team also helps with lost and found pets and end of life services for owned pets. Resource and Intake Coordinators counsel pet owners by phone, email, and in person to help resolve problems, provide re-homing resources, and determine fitness for the shelter adoption program in accordance with our lifesaving mission. When pets are brought to the Maryland SPCA for adoption, it is the coordinator’s role to accurately collect and report information on the animals entering the shelter. On-the-job training in animal behavior and handling will be provided, but some experience with dogs and cats is strongly preferred.

Requirements

High school diploma or GED
Excellent customer service skills, with ability to deal tactfully and effectively with staff, volunteers and the general public even in difficult situations.
Basic knowledge of animal breeds, animal health, animal handling and humane care
Computer literacy required
Ability to use Microsoft Office including, Word, Excel, Outlook, and Teams. Google Voice should also be understood with the capability of using multiple platforms simultaneously.
Effective written and verbal communication skills for in-person and telephone contacts
Reliable and detail oriented
Ability to multi-task and stay calm under pressure
Commitment to and enthusiasm for the mission, programs and services of the Maryland SPCA

Nice To Haves

Some experience with dogs and cats is strongly preferred.

Responsibilities

Provide customer service excellence in all interactions with the general public
Counsel clients wishing to admit their pets into the adoption program. This includes fielding calls regarding intake
Obtains information and history on each owner surrendered animal
Provide re-homing resources in accordance with our lifesaving mission
Schedule and confirm appointments, reschedule no shows and/or follow up as needed
Accurate track of all stray pets as we try to find their owners. Contact owners in a timely fashion to reclaim
Input pertinent information into the Shelter Buddy data base and client log
Provide excellent communication, regarding demographics, medical and behavior issues as needed
Perform intake for owner surrender, stray surrender and Owner Requested Euthanasia.
Handle customer complaints/issues and turn them over to the Admissions Manager as needed
Ensure that all necessary forms are available in adequate supply
Receive payments by cash or credit
Ensure that the lobby area and Admissions workspace is neat and clean
Assist Admissions Manager with training of new staff
Complete any and all tasks as assigned by management