Job: Pueblo Customer Service Representative
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We are seeking positive customer oriented individuals to assist all customers coming to the Humane Society in an efficient and professional manner. Work cohesively with all departments of the organization. Our team member commit to the mission, values, goal and success of HSPPR, with emphasis in the following key areas:
- Clearly and accurately articulate shelter policies and practices in a professional and courteous manner.
- Educate internal and external customers about organizational mission and vision, animal overpopulation, humane euthanasia, animal behavior, and veterinary medical procedures.
- Counsel potential adopters and current pet owners in the points of responsible pet ownership, to assist them in developing, enhancing and maintaining the human - animal bond.
- Effectively communicate with community partners and stake holders (veterinarians, rescue and shelter partners, and community service organizations) about animal or program related issues, concerns or complaints.
- Calmly manage emotionally charged situations with confidence and compassion, diffusing and/or de-escalating conflict with upset or angry customers and elevate to appropriate supervisor or outside law enforcement when necessary.
Decision Making/Conflict Resolution
- Negotiate with owners to ensure the best possible outcome for animals being returned to their owners, and that conditions of release meet all requirements of local and state laws.
- Investigate and research social media sites and other community resource sites to assist with reunification of missing and lost pets with their owners.
- Evaluate incoming owned animals for adoptability or euthanasia and educate pet owners on alternate resources for responsible pet placement options when appropriate.
- Screen and research all applications for adoption using Chameleon database.
- Deliver compassionate and humane treatment and care to all animals entering or being housed in our facility.
- Triage incoming animals and assess what level of veterinary/medical services they require.
- Educate customers regarding alternative disposition options and/or process necessary PAS/HSPPR services accordingly.
- Recognize and identify contagious illnesses, diseases or injuries and alert appropriate Veterinary Services staff or initiate priority care when necessary.
- Administer vaccinations and medications to animals in our care and provide education to customers reclaiming or adopting animals that are in need of medical care or treatment.
- Process all public surgery animals and accurately articulate all necessary medical care, treatment and procedures including pre and post-operative care and answer questions regarding medical care appropriately.
- Effectively and accurately document all transaction information for incoming, relinquished, reclaimed, adopted and surgery animals using specific Chameleon Software.
- Collect all fees and give precise change and accurately reconcile cash box closing financials.
- Maintain a high level of professionalism and positive relations during all internal and external transactions and interactions.
- Regularly inventory shelter supplies and forward ordering needs to the appropriate Supervisor.
- Prepare shelter correspondence and arrange shelter information for community partners and offsite adoption partners.
- Organize public, shelter and TNR surgery appointments utilizing an online scheduling database and ensure that all surgery information is entered accurately and without errors.
- Other duties as assigned
Skills / Requirements
The Only AAHA Accredited Shelter 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 County and the City of Centennial. We employ a total of 160 full and part-time employees. Employees must be 18 years of age, a drug test and background check are mandatory for employment. In addition to competitive salaries, we offer comprehensive benefits to our full-time staff members. They include:
Health Insurance 401K with employer matching at 5% of salary Dental and vision Insurance* Aflac Group Insurance* Short term disability Insurance Paid time off Holidays Direct Deposit (*) Employee pays full premium
The core values of the staff unite and guide us to provide the best service to the animals in our care, our organization and our community.
HSPPR Operating Values
- Active Compassion: We believe that kindness and respect toward animals is an essential element in building a more humane and civil society. We work to elevate empathy and behavior in order to prevent animal cruelty, exploitation, and neglect.
- Responsible Stewardship: We will responsibly manage expenses and revenue, acting for the long-term greater good of the organization, conserving our resources and preserving our environment.
- Mindful Integrity: We encourage honest dialogue about issues and solutions. We are willing to explore all options and listen to all perspectives to arrive at the best decisions. We take responsibility for our behavior –every action counts.
- Passion for Excellence: We make a difference every day. We are committed to the safety and protection of people and animals. We foster a learning environment, encourage new ideas, and care enough to provide constructive feedback.
- Embrace Collaboration: We are united in the pursuit of our mission. We will be known as an organization that is inclusive, fair, and transparent. We expand and develop partnerships to further our mission.
Our ideal Customer Service Representative will bring high school diploma or GED; Three to six months customer service experience is preferred; Professional animal-handling experience is a plus;
Must occasionally lift and/or move up to 50 pounds.