Front Desk Supervisor

JOB SUMMARY

The Reception Supervisor plays a vital leadership role in ensuring the smooth, consistent, and professional operation of Española Humane’s front desk. This position is responsible for supervising reception staff, overseeing day-to-day workflows, and maintaining high standards for customer service and administrative accuracy. Acting as a bridge between reception and shelter leadership, the Reception Supervisor supports a positive experience for all clients, volunteers, and team members.

This role requires strong leadership, clear communication, and a proactive mindset to foster a high-performing reception team that reflects the organization’s mission and values. The ideal candidate leads by example, promotes accountability, and thrives in a dynamic, animal-centered environment.

RESPONSIBILITIES

• Supervise, coach, and support reception staff, ensuring excellent customer service delivery.
• Lead daily front desk operations, including delegating tasks and ensuring proper staffing.
• Serve as the primary point of contact for escalated visitor or caller concerns.
• Coordinate and maintain appointment schedules and shelter traffic flow.
• Ensure accurate and timely data entry of animal intakes, adoptions, and owner surrenders.
• Maintain the confidentiality of sensitive client and organizational information.
• Collaborate with shelter teams to ensure cohesive operations and efficient service delivery.
• Train and onboard new reception staff and volunteers.
• Assist Shelter Manager with performance evaluations and feedback.
• Monitor the physical reception space for cleanliness, safety, and order.
• Identify procedural gaps or inefficiencies and recommend solutions to management.

This position performs in accordance with the organization’s expectations for animal care, teamwork, and interpersonal relations, and actively contributes to improving service delivery, communication, and consistency.

SUPERVISORY RESPONSIBILITIES

Provides direct supervision, guidance, and performance support to Shelter Receptionists. May also assist in the mentoring of volunteers assigned to front desk operations.

CORE COMPETENCIES

• Customer Service Excellence
• Leadership
• Communication
• Organization
• Problem-Solving
• Emotional Intelligence
• Technical Proficiency

MINIMUM QUALIFICATIONS

• High school diploma or equivalent (GED).
• Minimum 2 years of customer service or receptionist experience.
• Demonstrated ability to lead and mentor staff or volunteers.
• Proficient in Microsoft Office Suite, Google Workspace, or similar tools.
• Ability to work in a fast-paced environment and manage high-stress situations.
• Comfortable working around animals and supporting shelter functions.

PREFERRED QUALIFICATIONS

• Associate’s degree or some college coursework.
• Previous experience in a shelter, veterinary clinic, or nonprofit setting.
• Familiarity with animal shelter management software (e.g., Pulse, PetPoint).
• Experience supervising or training staff.
• Bilingual proficiency in English and Spanish.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

• Ability to lift and carry up to 50 pounds unassisted.
• Prolonged periods of sitting, standing, and walking throughout the workday.
• Frequent bending, reaching, and movement within the shelter and front office areas.
• Exposure to animals, dander, cleaning agents, and occasional high-stress situations.
• Regular use of computers, phones, printers, and other standard office equipment.
• Must be comfortable working in an environment with a wide variety of animals and the general public.

Española Humane is an equal opportunity employer and does not discriminate against candidates or employees based on race, color, religion, sex, national origin, age, pregnancy, disability, military status, veteran status, genetic history or any other protected status. Española Humane encourages all qualified individuals to apply.

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $24 - $28