Customer Service Admissions Supervisor

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 animal shelter.

The Admissions Supervisor is responsible for oversight of the admissions lobby of The Humane Society of the Pikes Peak Region, Colorado Springs location by supervising and supporting staff and providing excellent customer service to guests and animals coming into the shelter. The Admissions Supervisor ensures proper documentation, processes, and communication with guests, staff and other department team members. The Admissions Supervisor ensures an environment of compassionate and respectful animal and people care in accordance with HSPPR's mission, values, goals, and philosophies.

Key Duties And Responsibilities

• Ensure proper reporting and documentation to prioritize the return of animals to their rightful home whenever possible, recognize emergency or urgent situations when they arise, and expedite the flow of animals through the admissions department.
• Provides leadership oversight in the admissions lobby to ensure staff support, transactions and guest interactions are executed properly and efficiently, and that quality customer service is being delivered at all times.
• Adhere to high-quality standards of animal care, handling, and sanitation and ensure that protocols are followed at all times by all team members.
• Recruit, train, mentor, and supervise admissions department team members. Oversee scheduling, training, corrective action, and staff development.
• Ensure compliance to all animal-related ordinances, guidelines, laws, and regulations. Refer cases to animal law enforcement and management when appropriate.
• Compassionately and within the parameters of HSPPR's policies and procedures, assist guests in difficult conversations around pet ownership, requirements for reclaiming an animal, surrendering an animal, and owner-requested-euthanasia.

Other

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

Communications

• Skilled at de-escalation. Can provide calm, compassionate, and respectful communication in difficult situations with both staff and guests.
• Documents staff, guest, and volunteer complaints. Handles complaints and/or concerns with professionalism and good judgment.
• Communicates and problem-solves with other department team members.
• Is visible to staff, communicates with management regularly and openly to discuss department needs, successes, and challenges.

Organizational Development

• Ensures that policies and procedures are being followed.
• Develops new ideas with staff.
• Encourages the use of volunteers and the solicitation of monetary and in-kind donations whenever possible.
• Supports management and discusses differences privately.

Fiscal Responsibility

• Assists with ordering, maintenance, and inventory of supplies and equipment for the admissions department.
• Works closely with management to ensure that the department operates within constraints of annual budget.

Staff Management

• Recognizes good performance and coaches staff to correct problems.
• Utilizes performance-based management when counseling and evaluating staff and sets measurable goals for employee growth.
• Submits evaluations on time and encourages continuing education for staff as it relates to the organization's needs.

Availability

• Schedule may include weekend, evening, and holiday hours.

Supervisory Duties

Supervises admissions customer service specialists (2); and customer service representatives (10)

Physical Demands

• Typically stands, bends, stoops and crouches.
• Consistently exposed to animals in the workplace and animal allergens under conditions with limited alternatives available.
• Must be able to be on feet for extended periods of time.
• Periodically drives an HSPPR Vehicle to perform duties
• Must handle animals of various sizes, may include aggressive or fractious animals, as well as exposure to zoonotic diseases.
• Regularly sits at computer station.
• Must be able to lift, push, and pull a minimum of forty pounds with reasonable accommodations.

Schedule Requirements

Available to work evenings, weekends, and holidays.

Education/Experience Required

• Excellent interpersonal and team-building skills.
• Able to work through daily issues with staff and volunteers and create solutions.
• Experience in professional animal handling preferred.
• Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Positive attitude and professional demeanor.
• One plus [1+] years' experience in public administration, customer service, animal control, or a combination of equivalent education and work experience.
• Proficient in Microsoft Office software, data entry and reporting.
• Possess excellent communication and organizational skills. Must be detail-oriented.
• Experience with Chameleon or other Shelter Management Software highly desired.
• One plus [1+] year of supervisory experience preferred.
• Valid Colorado Driver's License or the ability to obtain one in 90 days.
• High School Diploma or GED.
• EBI (Euthanasia by Injection) certification required at time of hire or ability to obtain within 12 months of hire.

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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