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Front Desk Receptionist

2 months ago

Flagstaff, United States High Country Humane Full time

Do you love pets AND people? We have the perfect job for you. We have an opening for a Front Desk Customer Care Representative at High Country Humane.

**Objective**

Ensure quality customer service to all visitors including animal adopters, and owner surrenders; process and follow up on adoptions, surrender appointments, and pet rehoming support.

**Essential Duties & Responsibilities, Adoption & Intake Program**:

- Follow organization adoption and intake procedures and policies
- Work closely with Supervisor, Managers, and Director to achieve goals for department
- Explain general medical concepts
- Input accurate animal information into ShelterLuv system including medical records
- Update all animal adoption folders, kennel cards on a daily basis
- Complete adoptions through the shelter system
- Familiarize with all adoption animals to articulate any issues or special needs animals
- Answer questions relating to pet surrenders and provide resources as necessary
- Observe and monitor adoption meets and ensure proper procedures are followed
- Assist in animal care and handling during emergency situations

**Front Office and General Functions**:

- Immediately greet all visitors in a friendly and timely manner
- Handle challenging customer service situations at times with compassion and professionalism
- Promptly answer all phone calls, take messages and forward as necessary
- Maintain and promote positive public image
- Collect and process payments and accurately produce receipts
- Receive in kind donations according to organization procedures
- Process waivers and remain aware of all organizational promotions
- Maintain cleanliness and organization of designated adoption space, lobby, and office space
- Perform opening and closing duties as required and in timely and efficient manner
- Willing to clean & prepare lobby area for the day
- Promote other services including the sale of collars, identification tags, and microchips
- Communicate regularly with Supervisor regarding department and any issues

**Position Requirements**:

- Quick mathematics knowledge
- Adhere to all organizational policies and procedures and safety standards
- Quickly learn and adapt to changes in policies, procedures, and safety standards
- Maintain good appearance and the ability to tactfully and effectively work with the public
- Maintain a positive and respectful attitude
- Provide and record accurate information
- Ability to handle multiple tasks simultaneously
- Demonstrate flexible and efficient time management and ability to prioritize workload
- Operate multi-line phone system, basic office machinery, and computers
- Effective communication skills
- Problem solving skills
- Cash handling skills
- High quality customer service skills
- Ability to learn quickly and efficiently
- Consistently report to work on time and prepared
- Maintain high emotional intelligence & composure
- Smiley personalities wanted

**Qualifications**
- High school diploma or GED required; Bachelor’s degree in business or other related field preferred
- 1-3 years’ experience in customer service field
- Basic computer system experience required, we use the Google Suite program

**Competencies**

**Communication**:

- Must communicate effectively both verbally and in writing with supervisors, colleagues, volunteers (both in shelter volunteers and foster parents).
- Is able to effectively communicate in emergent situations.

**Customer Service**:

- Has daily contact with adopters, clients, co-workers, supervisors and volunteers.
- Is able to respond promptly and courteously to customer needs.
- Responds to request for service or assistance from supervisors, co-workers and volunteers.
- Displays empathy and understanding when needed.
- Displays high level of emotional intelligence.

**Attendance and Dependability**:

- Must be depended on to report to work at the scheduled time and is seldom absent from work and can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.

**Problem Solving**:

- Is able to identify potential problems and in a timely manner is able to identify a solution or person to provide the solution.
- Must work well in a group or individual problem solving situations.
- Displays original thinking and creativity.

**Physical Factors**:

- Work performed in shelter environment, mostly in front office, high exposure to animals, including animal handling and training
- Ability to lift up to 50 lbs. unassisted, and over 50 lbs. with assistance
- Potential exposure to zoonotic diseases, dangerous and fractious animals, high noise levels, wet surfaces, hazardous chemicals, and sharp objects
- Long periods of standing, bending, stooping, reaching, and working outdoors in differing climate may be required

**Working Conditions**:

- Varying shifts, weekdays and weekends, and some holiday work required
- Overtime work as necessary for staffing levels or finishing tasks

**Dis

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