Customer Service Admissions 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 position is expected to perform as a subject matter expert for the CS Admissions department and is a step above the regular Customer Service Representative position. The main function of the position is to provide a 3rd level of leadership within the department. The CS Admissions Specialist shares responsibility for controlling and organizing department productivity, accuracy, maintenance of a positive and professional culture, and for overall output of the department. This position is not responsible for providing any form of disciplinary action or performance action. The CS Admissions Specialist is responsible for providing feedback to the Admissions Supervisor(s) and to the Admissions Manager for further review, consideration and action.

Key Duties And Responsibilities

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

   

Other

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

Supervisory Duties

• None

Schedule Requirements

• Required to work occasional evenings and weekends and be available as needed to meet the needs of the organization.

Education/Experience Necessary

• 6 months of customer service experience and high level of proficiency and accuracy utilizing Chameleon software and in department policy and procedure. The applicant should be self motivated, intuitive and have excellent time management skill.

Required Skills

• Must be able to communicate effectively, both orally and in writing.
• Ability to apply critical thinking to a situation in an effort to apply the best possible solution/outcome.
• Possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to manage problems involving several variables in standardized situations.
• Ability to write routine reports and correspondence.
• Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.
• Experience with Microsoft Office and Chameleon a plus.
• High School Diploma, GED or equivalent preferred.
• Ability to speak effectively before groups of customers and/or co-workers.
• Ability to add and subtract.

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.

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