Admissions Representative

JOB/POSITION TITLE: Admissions Representative

STATUS: Non-Exempt

PRIMARY PURPOSE: Serve as an admissions advisor, handling public inquiries, working directly with animals while facilitating successful customer care. Extend assistance and compassionate care to patrons relinquishing animals to the organization. Process animal intakes and/or evaluations to determine next steps for placement.

Reports To: Admissions Manager

Supervises: Volunteers

ESSENTIAL DUTIES/FUNCTIONS:

• People Care. Leading by example, ensuring internal and external patrons (employees, volunteers, Hawaiian Humane partners and community members) and their needs are a primary focus. Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances and will occur through face to face, telephone, and electronic mail. Employees are expected to actively support a positive team environment, directly address conflict with the goal of problem solving and appropriately express concerns. This position interacts with and collaborates with employees and volunteers at all levels of the organization.
• Customer Care. Deliver high-level customer service to Hawaiian Humane community members via the Admissions Center including animal admissions, adoption follow up appointments, foster volunteer appointments and Lost & Found walk-ins. Manage emotionally difficult situations with strong communication skills and empathy.
• Animal Admissions. Provide daily animal relinquishment and stray intake services. Work with patrons to gather information to create animal records in the PetPoint database. Safely handle, restrain, and move animals. Administer vaccinations, microchips and preventative medications. Process animal evaluations to assess health and behavior. Provide end-of-life services for animals at their owner's request.
• Lost & Found. Assists community members with lost and found animals and works towards reunions. Posts and updates all photos of lost & found animals to the shelter database.
• Animal Care Management. Works with the veterinary services team to expedite urgent care of sick, suffering or injured animals.
• Financial Reports. Daily cash handling protocols. Prepare and reconcile statements of daily financial transactions and deposits.
• Admissions Center Care. Ensures a sanitized, organized, and welcoming admissions center, distributing and properly organizing donations or supplies. Cleans and sanitize evaluation and intake areas according to industry best practices.

OTHER DUTIES/FUNCTIONS:

• Operations Support. Provides support within the Operations division when needed. Perform euthanasia and euthanasia related tasks. May include vehicle training for animal transport and supporting Field Services team members with onsite assessment, dispatching of officers for emergencies when appropriate based on Hawaiian Humane protocol.
• Other Duties as Assigned. May include organization-wide support as needed such as but not limited to participation in events, fundraising, and Hawaiian Humane's role as a first responder to disasters.

JOB CONDITIONS:

• Work Environment: Indoors and outdoors as needed.
• Equipment Use: Computer, database, and telephone systems. Use of all sheltering related animal equipment including tools for containing animals humanely, safely, and securely. Shelter related medical equipment and tools for administering vaccines humanely and safely. Use of Hawaiian Humane Vehicles.
• Hours: Based on operational requirements. Must be available 40 hours a week with overtime as needed any 7 days of the week, weekends and holidays.

MENTAL, PHYSICAL AND COMMUNICATION DEMANDS:

• Handle and restrain animals of various sizes, weights, and temperaments. Subject to animal bites or scratches. Work performed in high noise level areas. Exposure to cleaning solutions, fumes, dust, animal dander and bodily fluids. Physical efforts require constant bending, stooping, standing, climbing stairs, and walking. Frequent lifting of animals and objects with or without reasonable accommodation.
• Must be willing to drive company vehicles including animal transport trucks. Must pass a driving background check with a valid driver's license and acceptable driving record as may be required to drive as needed according to organizational policy.
• Must be able to maintain professionalism, composure, and compassion in emotionally charged situations and able to resolve conflicts effectively.

QUALIFICATION REQUIREMENTS:

• Skills/Knowledge: Customer service experience. Excellent organizational skills with strong attention to detail. Demonstrated ability to work in a fast-paced environment. Excellent customer service skills including verbal and written communications. Ability to accurately perform cash, computer, and paperwork transactions.
• Education/Training: High school diploma or equivalent.
• Experience: One year of customer service experience and animal handling preferred.

The above information on this job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.