Adoptions Specialist

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 in the colorful State of Colorado. We employ a total of 200 employees. We are an organization that celebrates and prioritizes diversity and inclusion. HSPPR welcomes you to apply for this exciting opportunity at our socially conscious organization.

**THIS JOB POSTING WILL CLOSE ON Friday, September 13, 2024**

Job Summary:

The Adoptions Customer Service Specialist is responsible for providing training to Adoptions Customer Service Representatives; performing all duties related to adoptions department functions; working cohesively with coworkers, other departments, and volunteers; and assisting the public in a professional manner. The Adoptions Customer Service Specialist ensures an environment of compassionate and respectful animal and people care in accordance with HSPPR's mission, values, goals, and management philosophy.

Key Duties and Responsibilities:

• Acts as an Adoption Customer Service Representative.
• Provide accurate information and friendly service to the public.
• Ensure accurate customer service transactions.
• Provide training oversight to all new hires in the adoptions department, ensuring training curriculum is completed.
• Assist Adoptions Manager and Supervisor(s) with lost and found and notify owner duties.
• Performs opening and closing duties in the absence of, or in conjunction with, adoptions supervisor(s) or manager.
• Provide guidance to Customer Service Representatives with regard to difficult transactions.
• Support and guide volunteers working in the adoptions area.
• Follow and enforce all company policies and procedures using discretion, as needed.
• Provide feedback to the adoptions department supervisor(s) and/or the adoptions manager about CSR productivity, accuracy and workplace attitude.
• Provide "floor leadership" for the adoptions department, ensuring that staff resources are distributed to meet the needs of the organization and its customers.
• Remain calm and courteous to all customers, co-workers and animals.
• Handle complaints or customer concerns with professionalism and good judgment and make team lead decisions in regard to these clients. Involve Supervisor(s), Adoptions Manager or Director of Shelter Operations when necessary.
• Communicate all issues to the Adoptions Manager and Adoptions Department Supervisor(s).
• Anticipate difficult situations before they arise and deal with them accordingly.
• Act as floor supervisor in the absence of the department supervisor or manager.
• Act as a role model for the department.
• Assist in updating and maintaining the Adoptions Department standard operating procedures.
• Keep the animal adoptions areas clean, uncluttered and stocked.
• Maintain adequate knowledge of organizational policies and procedures and be able to share this information with other Customer Service Representatives and trainees.

Other:

• Commitment to the mission, values, goals and success of HSPPR
• Perform all other duties as assigned.

Supervisory Duties:

• None

Physical Demands - The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions:

• Normal working conditions in a business office setting.
• Periodically drives a HSPPR vehicle to perform duties.
• Frequently lifts and/or moves up to 15 pounds and occasionally lifts items up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision.
• Regularly required to use hands to handle or feel, reach with hands and arms.
• Specific duties of this position require the ability to talk and hear.
• Employees are frequently required to walk and sit. Employees may occasionally be required to stand, kneel, crouch or crawl.
• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, wild or aggressive animals and toxic or caustic chemicals. The noise level in the work environment is usually loud.

Schedule Requirements:

• Schedule to include weekend and holiday work.

Education/Experience Necessary:

• Ability to effectively read, write, interpret, communicate, perform basic problem solving, and perform basic math as commonly expected from completion of a High School Diploma or equivalent education.
• 6 months of professional experience working in a fast-paced customer service role.
• 6 months of professional experience working with animals in an animal welfare, zoological organization, or other animal care field desired.
• Previous training/teaching experience preferred.
• Excellent written and verbal communication skills.

Certificates, Licenses, Registrations:

• CO Driver's license is highly desired.

NOTE: The job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.

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.

Salary : $16 - $17