Adoption & Customer Service Specialist

Humane Society of Truckee-Tahoe

Adoption & Customer Service

Part Time 

Non- Exempt

Essential duties and primary job purpose include the following. Other duties may be assigned.

It will be the responsibility of the Adoption & Customer Service Specialist, under the direct supervision of the Animal Care Team Manager, to assist the public with specific adoption service needs, answer questions and concerns and provide needed information when called upon. Individuals in this classification represent The Humane Society of Truckee-Tahoe policies and procedures to the public and are expected to maintain a positive and receptive environment for those individuals visiting or calling the Humane Society of Truckee-Tahoe.

Representative Tasks and Major Responsibilities:

1. Greet and assist all customers entering the Humane Society Lobby. 
2. Answer all phone calls unless busy assisting other customers. Check voicemail multiple times daily and deliver messages to appropriate personnel or return calls as needed. 
3. Listen to customers and provide effective, compassionate responses and remedies to their questions and concerns.
4. Counsel potential adopters in selecting a pet that fits their lifestyle, discuss the responsibilities of pet ownership, show animals to prospective adopters during shelter open hours, give information about specific animals, and explain the adoption process to shelter visitors.
5. Approve or decline adoptions and process them accordingly. 
6. Know the temperaments and personalities of the pets available for adoption to the best of your ability. 
7. Communicate principles that convey and impart an understanding of the policies and procedures of the Humane Society of Truckee-Tahoe to the public.
8. Be committed to a high standard of safety and be willing and able to comply with all safety laws and all of the employer’s safety policies and rules. Employees must report any safety violations or potential safety issues to the appropriate supervisory or management personnel.
9. Assist as needed with the community resource front desk, which may include licensing pets and receiving animal relinquishments. 
10. Monitor the general health of adoptable pets and notify the necessary personnel in cases concerning declining health. 
11. Keep adoption rooms tidy and clean on an as-needed basis, adhering to the policies and procedures established by HSTT and the Town of Truckee. 
12. Socialize cats and dogs when time allows. 
13. Guide volunteers, especially during hours when the Volunteer Program Coordinator is unavailable on site. 
14. Prepare animals to be available for adoption, including writing bios, performing behavior assessments, creating website listings, etc…
15. Assist with various additional duties when requested by management. 

Additional Duties and Responsibilities

1.  Treat all animals humanely, with compassion and concern, both on and off the job, and transmit these values to others.
2. Update animal-related collateral as needed. 
3. Be prepared and ready to assist with emergency disaster response.

Qualifications

1. Required: Basic animal care and behavior knowledge. Preferred: Knowledge of domestic animals, including appropriate care and housing, common health problems, disease symptoms, and handling techniques.
2. Bilingual Spanish-speaking is strongly preferred.
3. Understand basic health and safety issues related to handling and caring for animals.
4. Knowledge of basic species, breed identification, behaviors, and disposition of dogs, cats, and other animals. 
5. Ability to identify symptoms and behavior associated with rabies and other common diseases of animals. 
6. Learn, interpret, and apply federal, state, and local laws, codes, and ordinances pertaining to the care, handling, treatment, and impounding of animals. 
7. Ability to create, read, and comprehend instructions, short correspondence, and reports.
8. Demonstrate effective phone, written and oral communication skills.
9. Display the ability to prioritize competing tasks and showcase reasonable decision-making.
10. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. 
11. Basic computer skills using standard office programs such as Word or similar systems. 
12. Must be an energetic, friendly, creative team player with a passion for saving animals and working with people.
13. Must be able to spend a great deal of time working with and handling both dogs and cats.
14. Skill in mediating disputes, conflicts, and grievances.
15. Interest and ability to remain abreast of trends and best practices in the humane movement
16. Must be able to accommodate a set work schedule, which will include weekends and some holidays. 
17. Demonstrate understanding of, sensitivity to, and respect for the diverse socio-economic, racial, ethnic, religious, and cultural backgrounds, diverse abilities, gender, gender identity and expression, and sexual orientation of coworkers and the community served.

Education and Experience

• High School graduate or GED equivalent required. 
• At least six months of related animal care experience and/or training preferred. 

Physical Requirements

• Must be able to lift up to 50 pounds routinely.
• Must be able to perform strenuous manual labor and move quickly in an agile manner when dealing with animals and in cases of emergency.
• Must be able to work with physically strong dogs.
• Must be able to handle cats and other small animals.
• Must be able to bend, stoop, hike, walk, kneel, and lift comfortably.
• Vision to read printed materials and a computer screen. 
• Hearing and speech to communicate in person and over the telephone. 
• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, 

As a valued member of the HSTT family, part-time employees receive a benefits package that includes:

• Paid sick leave.
• Your birthday off.
• Participation in a 401(k) plan.
• Group yoga (when available), office snacks, etc.

COMPENSATION: $26 per hour

POSITION: Part-time, non-exempt, (up to 24 hours/week between Monday-Saturday). Standard hours are 9:30 a.m.–6:30 p.m. Includes weekend, evening, and holiday work. 

LOCATION: Truckee Animal Shelter.

REPORTS TO: Animal Care Team Manager.

HSTT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.