Client Services Representative at NEVADA HUMANE SOCIETY

Reno, Nevada, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Jan, 26

Salary

23.0

Posted On

19 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Compassionate Care, Communication, Data Entry, Scheduling, Problem Solving, Teamwork, Attention to Detail, Organizational Skills, Interpersonal Skills, Public Relations, Animal Welfare, Cash Handling, Administrative Tasks, Multitasking, Time Management

Industry

Non-profit Organizations

Description

Job Details Job Location: Reno Campus - Reno, NV Position Type: Full Time Education Level: High School Salary Range: $19.00 - $23.00 Hourly Job Category: Customer Service Description Want to work for a progressive, effective, and innovative lifesaving animal shelter caring for nearly 10,000 animals a year? Join our team at the Nevada Humane Society as a Client Services Representative at our (Reno) Campus. We are proud to be a high save organization and are looking for individuals who enjoy working with people as much as working with animals. Help us care for our animal population daily and match families with a new best friend. We offer a fast-paced environment with competitive pay, and a free medical benefits package! Our Client Services Representative will: As a Client Services Representative you contribute to Nevada Humane Society’s (NHS) mission by serving as first point of contact for the public, providing compassionate, professional and empathetic customer service that shapes each person’s experience and builds lifelong connections with our community. Your responsibilities include but are not limited to scheduling and processing services such as surrenders, adoptions, and clinical appointments, while collaborating with coworkers, volunteers and other departments. Your role upholds and supports our values of building the human-animal bond, creating warm and positive experiences, strengthening community connections, and making service accessible- reflecting on our commitment to care for pets, find them homes and save lives. The Reno/Tahoe region is host to a growing population of motivated professionals who work hard but value a work life balance and lean into the numerous outdoor recreational opportunities of the region. Sweeping ski and snowboard vistas pair with stunning water experiences at nearby Lake Tahoe and Pyramid Lake, complemented by numerous hiking, biking and park amenities – together these options make an active day in the valley or in the nearby mountains a matter of which terrain you want to experience. In fact, Reno was named by Outsider Magazine as the #1 Happiest Place to Live in the United States in 2023, citing the burgeoning craft brewing scene, its annual monthlong summer art festival (Artown), as well as the prolific Burning Man installations made public thanks to its proximity to Burning Man, and the relatively affordable cost of living. Home to Nevada’s first university, the University of Nevada, Reno, the region comes alive with school spirit. It also boasts an impressive number of community-minded professionals, a number that is growing thanks to blue chip companies like Tesla and Microsoft. With approximately 300 days of sunlight each year, a diverse economy, and a wealth of options for adventure, the Reno/Tahoe area is a perfect home for a nonprofit professional looking to continue the next chapter of their career in a bustling and welcoming community. Qualifications Essential Responsibilities Position-Specific Responsibilities Adheres to high quality standards of customer service and performance is consistent with protocols, including but not limited to demonstrating empathetic care and services for customers in various emotional states; communicating with members of the public through various channels; interacting with patrons to address their concerns, answer their questions, and assist them with their needs. Greeting clients and visitors warmly, always providing professional and compassionate customer service. Acts as a liaison to triage incoming animals and customers, determining the level of services needed and providing appropriate options, resources, or service information. Ensures customer satisfaction and support by assisting with processes such as surrender, humane euthanasia services, or referral to alternate resources. Assists the community by scheduling and processing surrender appointments, ensuring all documentation is completed accurately and in a timely manner, while also providing resources and support to help keep pets and people together whenever possible. Process owner-requested euthanasia requests in a compassionate and judgement free manner. Guides and counsels potential adopters to ensure they find the right pet match, provide compassionate support throughout the process and complete all adoption procedures accurately and in a timely manner. Check-in and check-out patients for veterinary appointments, including but not limited to emergency services, surgeries, spay/neuter, vaccinations, euthanasia requests, foster and post adoptions. Provides accurate information and support to the public about NHS programs and services, including all services listed above, as well as trap rentals, pet food assistance, and other community resources. Manages incoming communications by answering a multi-line phone system, redirecting calls as needed, and responding to email correspondence in a professional and timely manner. Maintaining the integrity of data in animal software systems, ensuring all intakes, outcomes and necessary information is documented and recorded accurately and effectively. Support daily administrative tasks such as filing, copying, scanning, and data entry. Handles cash and financial transactions, including processing payments, refunds and donations, issuing receipts, and accepting cash, credit/debit, and checks; and performs end-of-day reconciliation to ensure all transactions are accurate and balance alignment. Maintain physical shelter security by unlocking and locking entry/exits doors at appropriate times. Maintain a clean, healthy, and organized shared work environment for animals, the public, other staff, and volunteers. Accurately and efficiently complete opening and closing duties to ensure the shelter is prepared for daily operations. Maintain front office supplies and inventory, restock as needed or request the order of items when necessary. Assisting with training of volunteers and community service members in related work areas. This role is not primarily focused on animal care or handling; however, interaction with and minimal handling of animals—including dogs, cats, rabbits, guinea pigs, and others—may be required, following NHS safety protocols to ensure the safety of both animals and humans. General Responsibilities Helps promote fundraising activities and solicit support of the agency overall. Interacts with co-workers and volunteers in an efficient and courteous manner to ensure a cooperative team environment amongst all departments. Maintain and promote a positive public image relevant to Nevada Humane Society standards. Represents Nevada Humane Society, professionally with customers, donors, and business partners. Attend and participate in departmental and shelter meetings. Attend educational conferences/seminars as recommended/approved. In the event of an emergency, assist with the handling and evacuation of animals located at any Nevada Humane Society campus. Participate in disaster preparedness and response activities for the organization and community as it pertains to pet related needs. Address and/or report any safety hazards or unsafe activities. Perform other responsibilities as requested by direct management, and/or the CEO. Working conditions Position-Specific Working Conditions Work in an air-conditioned office or air-conditioned building. Works with computer(s) and internet access. May require travel within a workday on a regular basis. Work is also performed outdoors and/or offsite for shelter events. Use of personal vehicles may be required for fieldwork; mileage allowance will be provided. General Working Conditions Working for NHS in any capacity is safety sensitive due to the responsibilities at this business that directly affect the wellbeing and safety of employees, animals and the public. Work will be performed in a variety of environmentally controlled and uncontrolled conditions. Due to the housing of live animals onsite, work hours may take place at any time within a 24-hour period, 7 days a week, 365 days a year. Operational and public hours may vary by department, or location and are subject to change. Attendance at events and other functions may require additional hours, holiday, weekend, evening overnight, or on-call work. Exposure to allergens produced by animal dander, saliva, or fur, throughout all areas of the shelter, or other locations. Exposure to zoonotic, or otherwise communicable disease. Exposure to animals with unpredictable or aggressive behavior. Exposure to animals that may scratch or bite unexpectedly. Exposure to direct or indirect injury from an animal or other mechanical means used to confine, control, or provide essential care for any animal housed with NHS. May require travel within a workday on a regular basis. May require overnight travel intermittently. Position-Specific Equipment Use Airtable. 0365 suite. Clinic HQ Shelter Software. General Equipment Use Telephone, cell phone, computer, printer, scanner, copier, two-way radios, and other office-related equipment. May require use of personal and company vehicles. Physical & Mental Demands Position-Specific Mental Demands Must have the ability to multitask, prioritize and handle various levels of stress. Position requires excellent organizational skills, as well as a high level of accuracy and attention to detail. Must have adequate judgment and self-confidence to handle decision making duties. Must be able to meet deadlines and delegate appropriately. Must be a team player able to give and receive instructions and work effectively with all staff. Requires exceptional attention to detail, courteous and professional demeanor, extensive interaction with staff and public. Ability to work with staff and volunteers in a fair and ethical manner. Requires the ability to think clearly, act quickly and utilize sound judgment in a variety of situations. Requires the ability to be self-disciplined and self-motivated. Must be able to endure long hours and remain alert, energized, and positive. General Mental Demands Demonstrated ability to maintain emotional balance, competently and reasonably manage daily exposure to various animal welfare concerns, including adverse outcomes for animals, ethically complex situations, and hostile clients. Must have ability to make decisions based on reasonable judgment. Must have ability to work with the public, staff and volunteers in a fair and ethical manner. Requires the ability to think clearly, act quickly and utilize sound judgment in a variety of situations. Position-Specific Physical Demands Position may involve desk and computer work. Position may require being on your feet for long periods of time throughout the workday. Position may include (vehicle) travel back and forth to outside venues as well as some lifting. Must be able to work at a fast and efficient pace. Requires lifting heavy objects more than 50 pounds. Ability to safely handle and control animals of all kinds. General Physical Demands The physical ability to be at the shelter for the duration of each scheduled shift and other offsite locations as assigned or required to provide essential care to all animals under the care of NHS. Physical ability to walk and/or stand on your feet throughout a normal workday to provide essential care for all animals under the care of NHS. Physical ability to engage in repetitive motions of all limbs and the dexterity to grasp and hold small items with both hands, to move animals and goods. ability to hear, and discern noises from within 3 feet of you, visual acuity, near, far, depth, color vision, to provide essential care to all animals under the care of NHS. Ability to and willingness to physically be near and handle any animals, and required tools, supplies, materials, used to safely and humanely manage their care. Experience and Qualification Requirements Position-Specific Requirements High School graduate (or equivalent). Prior experience in customer service or hospitality field. Demonstrable public relations and customer service skills. Confident computer skills including experience with Microsoft Word, Excel, Outlook, OneDrive, social media, and internet navigation. Ability to function independently, manage multiple projects and meet deadlines. Strong interpersonal communication and written skills. Ability to stay abreast of new developments in the community, especially as it relates to animal welfare. Strong attention to detail with a high degree of accuracy. Excellent verbal, written and observational skills. Ability to follow detailed written and verbal instructions. Must be goal-oriented, self-starter with a willingness and maturity to go beyond prescribed work and time schedules and meet assigned deadlines. Possession of a valid Nevada or California Driver’s license with valid registration and insurance of personal vehicles for all positions that require driving as an essential function. General Requirements 18 years of age or older. Ability to work autonomously, manage multiple tasks, and meet deadlines efficiently. Staying updated on community developments, particularly in animal welfare. High degree of accuracy and meticulous attention to detail. Excellent verbal, written, and observational skills. Self-starter with a goal-oriented mindset, willing to exceed prescribed work and time schedules to meet deadlines. Possession of a valid Driver’s License with valid registration and insurance for personal vehicles, essential for positions requiring driving. Demonstrated commitment to the welfare of animals and alignment with the mission of the Nevada Humane Society. Consistently treat animals with compassion and respect, both professionally and personally, and promote these values to others. Strict adherence to all local regulations concerning the ownership and care of personal animals. Comprehensive understanding of pet behavior and care, with the capability to handle various animals safely and responsibly. Maintaining a consistently positive and professional demeanor is essential. A sincere interest in the Nevada Humane Society’s mission and vision. Position-Specific Desired Experience Bilingual- Spanish speaking preferred. Bachelor’s Degree. Extensive customer service experience. Experience working in the public sector of customer service. General Desired Experience Experience in same or related position in a nonprofit setting-preferably animal welfare. Record of continually increasing responsibilities with measurable results. Additional Beneficial Qualifications College degree. Experience in a nonprofit agency. Animal welfare experience.

Responsibilities

The Client Services Representative serves as the first point of contact for the public, providing compassionate and professional customer service. Responsibilities include scheduling and processing services such as surrenders, adoptions, and clinical appointments while collaborating with coworkers and other departments.