Front Desk Customer Service Representative Representative

Classification: Non-Exempt

Reports to: Shelter Manager

Department: Animal Services

Date of Revision: August 7, 2021

Summary

The Front Desk Customer Service Representative is responsible for providing information about the Beaver County Humane Society (BCHS) policies and procedures, and the animals in the shelter’s care, answering and returning inquiries, completing adoption/intake paperwork, promoting retail sales, and collecting and maintaining accurate records

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Customer Service
  • Greet visitors and potential adopters with a professional, respectful, and positive attitude.
  • Disseminate animal care information to visitors and adopters.
  • Manage difficult or emotional situations; respond promptly to customer needs.
  • Accept monetary and itemized donations from the public.
  • Answer all incoming calls and messages, deliver messages to appropriate personnel in timely manner.
  • Maintain the public areas in a safe, sanitary, and attractive manner.

• 
  Administrative
  • Perform administrative tasks such as email, phone messages, and compile daily reports.
  • Maintain excellent verbal and written skills, including clear and effective communication with others (staff, public, volunteers) that is professional, respectful, positive and educational.
  • Demonstrate proficiency in use of Google Docs/Microsoft Outlook by maintaining spreadsheets, word documents and communication through e-mail.
  • Data entry including intake of animals and profiles, animal and person memos, adoptions applications, and medical data entry if necessary.

• 
  Adoptions and Intake
  • Utilize Chameleon(shelter software) to complete adoptions/intakes.
  • Ensure data and accuracy of information input to Chameleon and information given during intake or adoption.
  • Scan all paper copies to the appropriate records daily.
  • Provide information and answer questions regarding intake, adoption, medical, or behavior paperwork.
  • Maintain and update adoptions packet information.
  • Assist in off-site adoption events if needed.

• 
  Follow-up
  • Return daily phone calls, messages and e-mails.
  • Provide follow-up with adopters if needed.

Other Duties

• Maintain a clean and stocked retail space and promote sales
• Communicate with the Community Engagement Manager regarding volunteer questions, concerns, or feedback that you may be aware of
• Assist the medical team with scheduling foster pick up’s and returns AND
• Performs other duties as assigned; this job description is not designed to cover or

contain a comprehensive listing of activities, duties or responsibilities that are

required of the employee for this job.

Competencies

• Customer Oriented
• Empathetic
• Friendly
• Organized
• Reliability
• Tactful
• Working Under Pressure
• Communication, Oral

Supervisory Responsibility

• There are no direct reports to this position, but they may be responsible to oversee staff/technicians on assigned projects.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions; accommodation is not reasonable if it imposes undue financial or administrative burdens on the employer or requires a fundamental alteration to the nature of the job.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The following standards reflect the percentage of time physical demands are required:

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity or exposure up to 33% of the time (0 – 2.5 hrs./day of 8 hour day)

F (Frequently) Occupation requires this activity or exposure from 33% – 66% of the time (2.5 – 5.5 hrs./day of 8 hour day)

C (Constantly) Occupation requires this activity or exposure more than 66% of the time (5.5+ hrs./day of 8 hour day)

• • Communicating Verbally (C) – Expressing or exchanging ideas by means of the spoken word to impart oral information to customers, staff, volunteers, or the public and to convey detailed spoken instructions to others accurately, loudly, or quickly.
  • Hearing (C) – The ability to hear, understand, and distinguish speech and/or other sounds (e.g., alarms, door buzzers, codes). A yes or no answer is captured for each of the five hearing requirements listed:

  _C__ One-on-one (in person) _C__ Telepho _F_ Group or conference (in person) __F_ Other sounds

  • Near Visual Acuity (C) – Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.
  • Peripheral Vision (C) – Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point.
  • Far Visual Acuity (F) – Clarity of vision at 20 feet or more. This is not just the ability to see a person or object, but the ability to recognize features as well.
  • Fine Manipulation (C) – Picking, pinching, or otherwise working primarily with fingers rather than the whole hand or arm as in gross manipulation.
  • Gross Manipulation (C) – Seizing, holding, grasping, turning, or otherwise working with hand(s).
  • Keyboarding (C) – Entering text or data into a computer or other machine by means of a keyboard. Devices include traditional keyboard, 10 keypad, touch screen and other.
  • Lifting/Carrying (F) – Lifting is to raise or lower an object from one level to another (includes upward pulling). Carrying is to transport an object – usually by holding it in the hands or arms, but may occur on the shoulder. Up to 50-pound lifting requirement.
  • Pushing/Pulling (F) – may involve use of hands/arms, feet/legs, and/or feet only done with one side of the body or both sides. Up to 50-pound exertion of force requirement.
  • Reaching At/Below Shoulder Level (F) – Extending hand and arms from 0 up to 150 degrees in a vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position.
  • Reaching Overhead (F) – Extending hands and arms in a 150 to 180 degrees vertical arc. Reaching requires the straightening and extension of the arm and elbow and the engagement of the shoulder. The elbow does not need to be locked at any time and the arm does not need to remain in a continuously straight position.
  • Sitting (C) – Remaining in a seated position.

  • Crawling (O) – Moving about on hands and knees or hands and feet.

  • Crouching (F) – Bending body downward and forward by bending legs and spine.

  • Kneeling (O) – Bending legs at knees to come to rest on knee(s).

  • Standing/Walking/Running (F) – Standing is to remain on one’s feet in an upright position at a workstation without moving about. Walking is to move about on foot.
  • Stooping (F) – Bending the body downward and forward by bending the spine at the waist – requiring full use of the lower extremities and back muscles.
  • Climbing Ramps/Stairs (O) – Ascending or descending ramps and/or stairs using feet and legs. Hands and arms may be used for balance (e.g., to hold a railing).

Position Type/Expected Hours of Work

This is a full-time position, with an expectation of 40 hours per week. Hours are somewhat flexible, and early evenings and weekends may be required. OR

This is a part-time position with an expectation of three 8 hours per week.

Travel

No travel is required.

Education and Experience

• High school
• General knowledge of domestic dogs and cats.
• Must be comfortable interacting with dogs, cats, and small animals.

Work Clearances (if applicable)

• PA Child Abuse History Clearance (Act 151), FBI Fingerprinting (Act 114), and Pennsylvania State Police Criminal Background Check (Act 34) may be required in this position.
• Drug test

EEO Statement

The Beaver County Humane Society is an equal opportunity and affirmative action employer that does not discriminate in employment. All qualified applicants will receive consideration for employment, training, promotion and pay without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, disability, protected veteran or marital status.

When you’re ready to apply, submit your resume here!