Client Services Representative (51864)

Job DetailsJob Location: Reno Campus - Reno, NV 89502Position Type: Full TimeEducation Level: High SchoolSalary Range: $19.00 - $23.00 HourlyJob Category: Customer ServiceCare for pets. Find them homes. Save lives. That’s the mission at Nevada Humane Society.

We’re a high-save organization helping nearly 34,000 animals in our community each year and caring for approximately 10,000 across both of our campuses. through sheltering, adoptions and community-centered programs and services that help find pets loving homes and keep them there. We are seeking a (Job Title) to join our team at our (Campus Name) Campus. In this role, you’ll provide daily care, support positive outcomes, and help match pets with the families who will love them for life.

At NHS, lifesaving work is powered by dedicated professionals. We support our team with competitive pay, meaningful benefits, and a workplace rooted in compassion, teamwork, and purpose.

POSITION OVERVIEW





Department:


Client Services


Reports To:


Assistant Manager Client Services




Supervises:


None




FLSA/Work Hours Status:


Full-Time 40+ hours per week


DOL Status:


Non-Exempt




Base Pay Range:


Base pay range is calculated by position title, and experience. It is determined within the departmental budget. Changes to the range are approved by the CEO.





WHAT YOU’LL DO

Our Client Services Representative plays an important role in advancing Nevada Humane Society’s mission. 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.

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.
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 all 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.
Perform 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 balanced. Report all discrepancies to Client Services Management following the proper procedures.
Maintain physical shelter secur