Cincinnati Animal CARE is looking for an energetic and dynamic person who is enthusiastic about our mission and thrives in a fast-paced, progressive animal shelter work environment. Teamwork and community are important to us as we believe people are the answer, not the problem. We are seeking someone who embraces change and growth, loves to learn and brings a positive and open-minded attitude to every challenge. This person must be a strong team player who values giving and receiving feedback. A commitment to a positive, non-judgmental, and collaborative work environment is a must. We believe that every day at Cincinnati Animal CARE is a day to do something great for the people and animals in our community.
As a Front Desk Specialist, you will be responsible for facilitating best case live outcomes through Return to Owner, Adoption, Foster, or Transfer while providing high level customer service. We greet all visitors ensuring to make all guests feel welcome, answer questions, provide assistance and/or direction as to public concerns and assist delivery personnel. We promote the policies and procedures of the Humane Society in a positive manner to visitors, staff, and volunteers. This person must be aligned with departmental goals and the shelter’s mission, and adhere to progressive, best practice lifesaving outcome policies and protocols. In addition, Cincinnati Animal CARE has been selected as one of 16 Tier 1 pilot cities for the new American Pets Alive! HASS (Human Animal Support Services) program. This means our front desk staff will be developing public-facing comprehensive lost pet reunification services as well as placement support with the goal of facilitating the best case live outcome with the least amount of time in the shelter.
Responsibilities (included but not limited to):
- Adoption - matching animals with adopters while being mindful of the adopter's home environment and any traits the individual animal may have. Our role includes counseling the adopter and providing the tools to aid in a successful adoption. This role involves high level customer service and vast amounts of attention to detail such as verifying the medical record, license (if applicable), and microchip of every animal that is adopted before it leaves the facility.
- Return to Owner (RTO) - reuniting lost animals back to their owners. This requires high level customer service and vast amounts of attention to detail such as verifying the identity of the animal and the person, assuring that the animal belongs to that person before it leaves the facility. This role is responsible for collecting fees and completing necessary forms associated with RTOs such as the sale of dog licenses and retail items.
- Foster - assisting in facilitating short and long term fosters.
- Transfer - assisting our community and rescue partners, helping to maintain a positive relationship.
- Requesting and facilitating animals to be shown or released from their kennels. Being an advocate for both the customer and the animal, ensuring the process is moving along in a timely yet comfortable manner.
- Speaking to customers on the phone and in person to answer questions about specific animals and the adoption process, to record and file lost or found animal reports, to contact possible owners of animals taken in, etc.
- Cleaning and organizing the front desk area and break room.
- Organizing/dispersing all donations to the appropriate departments prior to opening to the public.
- Contacting adopters post-adoption and fielding any issues or concerns that the adopter may have about their new pet.
- Handling financial transactions and balancing of receipts.
- Fostering a work environment that motivates our team and inspires exceptional work.
- Working collaboratively with all shelter departments (Animal Care, Community Support, Dispatch, Behavior, Medical, and Foster and Volunteer Coordinators). Working with the Media and Community Relations team to tell the story of our shelter animals and promote them on social media.
- Representing the organization in a professional and compassionate manner while providing knowledgeable information to the public.
- Other duties as assigned.
People Care
We proactively work to build strong and lasting human-animal relationships in our communities and affirm our central role of protecting the bonds between people and animals. Making internal and external patrons and their needs a primary focus is expected in all situations. This position interacts with and collaborates with employees at all levels of the organization. Communication occurs through face to face, telephone, and electronic interactions and may also include contact with the general public and Cincinnati Animal CARE partners. Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances. Employees are expected to actively support and uphold a positive team environment, directly address conflict and appropriately express concerns. Our workplace culture and core values are the foundation of who we are.
Competencies
Competencies are work behaviors and expectations necessary for successful job performance. They encompass knowledge, skills, abilities, attitudes and actions.
- Accountability
- Attention to Detail
- Decision Making
- Flexibility
- Initiative
- Integrity
- Leadership
- Managing Resources
- Result Oriented
- Teamwork
- Technical Expertise
- Time Management
- Sense of Urgency
- Critical Thinking
- Positive Communication
Position Qualifications: Education, Certification and Knowledge/Skills/Abilities
Required:
- Must be at least 18 years of age, have a high school diploma or equivalent GED, valid driving license, and be free of felony convictions.
- Ability to follow both written and oral instructions.
- Ability to handle stressful and/or difficult situations as presented by visitors, staff and/or volunteers.
- Ability to quickly build meaningful and long lasting relationships with visitors.
- Ability to handle sensitive issues in a professional and discrete manner.
- Ability to provide compassionate, high level customer service.
- Ability to assess situations from a holistic perspective.
- Ability to exercise judgment, tact and diplomacy.
- Ability to exercise outside-the-box thinking and problem solving.
- Ability to work in environments with possible exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, traffic hazards, pathogenic substances, animal attacks and animal bites.
- Ability to operate a computer and knowledge of commonly associated software programs.
- Ability to work daytime, evenings and weekends as assigned.
- Adherence to the applicable provisions of the Organization’s Policies & Procedures, the HR Policy Manual, and any other procedures, rules, regulations and policies set forth by appropriate authorities.
Job Type: Full-time
Salary: $15.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Overtime
- Weekends as needed
Job Type: Full-time
Pay: From $15.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Work Location: In person