Looking to make a difference in the lives of pets and people? With an almost year-round beautiful blue sky and a scenic mountain backdrop, 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.

Job Summary:

The Customer Service Representative assists all customers coming to the Humane Society in an efficient and professional manner. Work cohesively with all departments of the organization. Commit to the mission, values, goal and success of HSPPR.

Key Duties and Responsibilities:

• Treat all customers in a professional and courteous manner.
• Clearly and accurately articulate shelter policies and practices.
• Counsel potential adopters and current pet owners regarding pet ownership.
• Accurately communicate with clients about animal or program related questions, concerns, or complaints.
• Educate customers regarding owner reclaim or surrender, adoption criteria, and euthanasia.
• Calmly manage emotionally charged situations with confidence and compassion, de-escalating conflict with upset or angry customers and elevate to appropriate supervisor or outside law enforcement when necessary.
• Work with owners to ensure financial hardship does not prevent reclaim of a pet.
• Investigate and research social media sites and other community resource sites to assist with reunification of missing and lost pets with their owners.
• Effectively and accurately document all transactions.
• Collect all fees and give precise change and accurately reconcile cash box closing financials.
• When appropriate, ask customers for monetary donations.
• Process dog and cat licenses.
• Provide lost and Found support by calling on "notify owner" as assigned.
• When possible live answer phone calls.
• Return voicemails throughout the day, and all prior to end of day.
• Maintain a high level of professionalism and positive relations during all internal and external transactions and interactions.
• Educate pet owners on alternate resources for pet placement options.

• Deliver compassionate and humane treatment and care to all animals entering or being housed in our facility.
• Recognize and identify contagious illnesses, diseases or injuries and alert appropriate Veterinary Services staff or initiate priority care when necessary.
• Administer vaccinations to animals in our care
• Involve veterinary services for customers reclaiming or adopting animals that are in need of medical care or treatment.
• Schedule animals as appropriate for spay or neuter surgery.

• Regularly inventory shelter supplies and forward ordering needs to the appropriate Supervisor.
• Assist TNR program with duties such as trap rental/return, surgery check-in/check-out, colony manager reclaims and other TNR related duties.
• Provide exceptional care to all animals.
• Daily cleaning and feeding of cats housed in the customer service lobby.
• Act as a "runner" during daily processing of new arrivals.
• Keep customer service area clean and uncluttered.
• Other duties as assigned

Supervisory Duties

• None

Education/Experience Necessary

• Must complete and pass required training and skills demonstration tests provided by the Humane Society within the established timeframe. This includes vaccination of animals, safe handling of aggressive animals, and the proper and safe use of animal safety gear and personal protective equipment.
• Previous customer service experience required.
• Paid or unpaid experience working with animals preferred.
• Experience in de-escalating conflicts is preferred.
• Ability to communicate effectively both orally and in writing is essential.
  

Required Skills

• Experience with Microsoft Office Suite
• 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.
  

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.