Customer Service Representative (Admissions)
full-time Colorado Springs, CO
Assist all Humane Society customers in an efficient and professional manner, primarily those requiring assistance with intake of stray animals, owned animals, and those requiring temporary housing by HSPPR. The Admissions CSR will assist pet owners with animal lost and found, animal identification and with the reclaim process. Work cohesively with all departments of the organization.
Key Duties and Responsibilities
- Assist customers with intake of stray animals.
- Assess incoming owned animals for adoptability and assist pet owners with alternate resources for pet care when appropriate.
- Determine if an incoming owned animal will be taken in for euthanasia only and, if so, process euthanasia request accurately and without errors.
- Triage incoming animals and customers to determine what level of services (including veterinary medical services) they require and assist with alternate resources or process necessary HSPPR services accordingly.
- As scheduled by the admissions department Supervisor or CS Manager, review new animal intake appointment schedule. Oversee animal intake by appointment to ensure that customers with an appointment are expedited through the animal receiving process. Review appointment records to ensure that all information required for HSPPR decision and record keeping processes is obtained at the time of intake.
- As scheduled by the admissions department Supervisor or CS Manager, regularly rotate through shifts in HSPPR Customer Service Call Center, providing accurate and timely information to HSPPR customers by phone. Will be responsible for incoming and outbound calls in this capacity.
- Directly kennel animals, providing food, water and other resources. Initiate priority care when needed.
- Process reclaims or surrender of animals impounded for court cases.
- Administer vaccines for, and appropriately document vaccination of, all incoming cats and dogs.
- Appropriately dispose of sharps medical waste (needles and syringes).
- On intake, photograph animals and attach the photo to a digital record.
- Take bite reports and advise customers of quarantine requirements. Submit bite information to the Bite Case Manager and to the Admissions Supervisor.
- Negotiate reclaim fees with owners who cannot fully pay fees. Set up payment plans, fee waivers, and use other programs when needed.
- Assist community partners (veterinarians, ER clinics, crematory) with animal receiving and/or disposition issues as needed.
- Assist customers with lost and found issues and perform out of view tours when required.
- Provide Lost and Found support by calling on "owner notify" as assigned by supervisor and documenting all attempts thoroughly.
- Retrieves reclaimed and/or adopted animals from the kennel area. Practices safe animal handling.
- Work on Stray Euthanasia and Sick/Injured lists as assigned by Supervisor.
- Data entry of lost and found reports as assigned by Supervisor.
- Process rentals and returns of cat traps.
- Assist TNR program with program duties such as trap rental/return, surgery check-in/check-out, Colony Manager cat reclaims, and other TNR related duties.
- Ask customers for monetary donations.
- Educate customers regarding animal shelter dynamics, animal overpopulation, adoption criteria, and euthanasia.
- Remain calm and courteous to customers, volunteers, and co-workers at all times.
- Provide humane care to all animals entering or housed in the facility.
- Assist Animal Care Department with animal care duties including, but not limited to, daily kennel cleaning for cats and dogs, animal movement, and assistance with animal processing.
- Train new Customer Service Department volunteers. Provide Customer Service Manager, Customer Service Supervisors and Volunteer Services Manager with volunteer progress reports and updates as needed. Be willing to provide volunteers with appropriate and constructive feedback if required.
- Maintain professionalism (attendance, punctuality, dress, actions, and speech) in all internal and external interactions.
- Provide accurate information and friendly service to the public.
- Collect all fees and give correct change.
- Accept in-kind donations of food and/or supplies and ensure that they are properly distributed for use or stored.
- Regularly review supply levels. Notify a supervisor if supplies are getting low.
- Keep customer service areas clean and uncluttered.
- Process dog and cat licenses.
- Provide medications (with instructions) to customer reclaiming or adopting sick or injured animals and direct them to veterinary care.
- Do “lock up” procedures in the evening to ensure all entrances are locked, kennel light are turned off and building entrances are secured.
- Report any problems with customers that you feel cannot be adequately handled to the Admissions Supervisor, Adoptions Supervisor, or Customer Service Manager.
- Close out the cash box and financials at the end of the day as needed.
- Provide compassionate care and services for customers in various emotional states. Provide grief counseling resources as needed.
- Provide professional and courteous service to customers via telephone. Will be required to cover shifts in the Customer Service Department call center as assigned.
- Maintain adequate knowledge of adoption process. May be required to assist in Adoptions if there are staff shortages in the department.
- Commitment to the mission, values, goals and success of HSPPR
- Perform all other duties as assigned.
Skills / Requirements
- Must have minimum of one (1) year paid or unpaid experience working with animals in a kennel, shelter, doggie daycare, grooming facility, pet store, farm, veterinary hospital or equivalent.
- Advanced training and/or instruction in field of customer service is preferred.
- Good working knowledge of animal breeds, nutrition, general care and behavior related information. Professional animal handling experience and experience using Chameleon software program is a plus.
- Experience in de-escalating conflicts is required.
- Ability to communicate effectively both orally and in writing is essential.
- Must be able to communicate effectively, both orally and in writing.
- Experience with Microsoft Office and Chameleon a plus.
- Possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to handle physically, mentally and emotionally stressful work
- Ability to add and subtract.
- Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.
- Ability to manage problems involving several variables in standardized situations.
- Ability to apply critical thinking to a situation in an effort to apply the best possible solution/outcome.
- Skill in conflict management and de-escalation
Certificates, Licenses, Registrations
- CO Driver’s license is highly desired.
Who Are We? The first of only two AAHA accredited shelters in Colorado!
Employment at the Humane Society of the Pikes Peak Region - Colorado
HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial. We employ a total of 200+ employees. We are an organization that celebrates and prioritizes diversity and inclusion. A drug test and background check are mandatory for employment.
In addition to competitive salaries, we offer comprehensive benefits to our full-time staff.
Health Insurance ~~ 401K with employer matching up to 4% of salary ~~ Dental and vision* Insurances ~~ Supplemental Group Insurance* ~~ Short and long term disability Insurance ~~ Paid time off ~~ Holidays ~~ Direct Deposit ~~ Personal Pet Perks
(*) Employee pays the full premium
The Humane Society of the Pikes Peak Region is a Public Service Loan Forgiveness qualified employer. To learn more about this program, go to https://studentaid.ed.gov/sa/.
The core values of the staff unite us and guide us to provide the best service to the animals in our care, our organization, and our community.
Core Values Statements-
- Compassion: We believe that animals matter. We are committed to treating animals and people with kindness, respect and compassion.
- Stewardship: We are accountable and transparent in our actions and in the use of our resources to build trust in those we serve.
- Integrity: We believe we can make the greatest impact by staying true to our mission, always doing what is best for the animals and people of our community, and by standing united in our decisions.
- Excellence: We are passionate about our mission, and strive for excellence through continual learning, innovation and the development of our board, staff and volunteers.
- Collaboration: We seek strategic partnerships and alliances to advance the welfare and protection of animals and people.
- Service: We exist to serve our communities and operate with this commitment to serve as front and center in all we do.
Pay: from $16/hour
Job Status: Full Time