CUSTOMER EXPERIENCE AND ADMISSIONS SPECIALIST

Summary:  The Customer Experience and Admissions Specialist is responsible for daily customer service, patient data, patient admissions, and donation operations. This position helps manage the Wildlife InfoLine and other external communication channels.  The position requires a steady presence, five days/week with some weekends and holidays.  This position assists with facility cleanliness and daily activities within the hospital as needed.

Major Functions and Responsibilities

Manages customer service admissions team including presenter interaction with injured, orphaned, or ill wildlife, admissions and related donation and data entry systems, and volunteer groups and programs in accordance with Ohio Wildlife Center, Ohio Division of Wildlife, and United States Fish and Wildlife Service requirements and policies.  

• Trains admissions team and public-facing volunteers  in customer service and solicitation of financial donations
• Provides friendly, compassionate counsel to people presenting injured/young animals for care and professional support across departments, and provides updates to presenter
• Prioritizes calls and emails according to situation/need; routes to proper staff
• Actively solicits presenters to support Ohio Wildlife Center through financial donations
• Ensures the team assists customers with empathy and compassion, not judgment, and partners with them to find the best solution for their situation.  
• Ensures good communication with the animal care team regarding the history of patients
• Assists the Operational Director in coordinating transfers of patients from/to other rehabilitation groups or homecare alongside the Operational Director.
• Ensures accurate and timely data entry into RaptorMed
• Maintains mechanisms and equipment for data collection and financial and in-kind donation transactions. 
• Assist in processing RVS exposure reports for the health department
• Assists in training volunteers and seasonals in hospital foundation skills and operations.
• Manages logistics of distribution of all food, formula, and produce donations, and works in collaboration with the Operational Director and/or Rehabilitation Supervisor on providing necessary information for timely and accurate inventory orders.
• Maintains a positive attitude and professional public image at all times
• Assists with Infoline calls, providing the first point of contact for customers and presenters, and answers email inquiries 
• Ensures equipment (copiers, credit card machines, printers) is in working order
• Works with the development team to capture images, and videos and coordinated communications of patient stories
• Prevents guests from entering unauthorized areas
• Actively reunites healthy orphaned patients with parents by recording accurate history and tracking down, following through on, and documenting all leads available including reuniting and follow-ups  
• Provides administrative point of contact for the Hospital
• Manages daily intake log and ensures forms are current, correct, printed, and available

Other Duties

• Follows hospital policies and procedures, in compliance with local, state, and federal regulations; sets a good example for interns and volunteers
• Creates and maintains a positive working environment
• Prepares routine reports for Ohio Wildlife Center management 
• Actively participates in organizational and departmental fundraising efforts
• Personally commits to Core Values and organizational policies and procedures
• Assists other team members carry out organizational tasks when necessary
• Ensures a safe and clean working environment in office and communal spaces
• Attends required team and organizational meetings and participates in public events
• Assists in helping to: enforce hospital and Pre-Release Facility (PRF) protocols; coordinates hospital and PRF interns and volunteers
• Upholds policies and procedures of OWC animal care and humane treatment
• Confirms tools and equipment are in working order; alerts supervisor for needed repairs
• Works closely with the supervisor to ensure the safety and maintenance of the hospital.
• Instills a culture of collaboration, teamwork, and appropriate delegation and dispersal of responsibility 
• Regularly recognizes and thanks volunteers to encourage continued involvement
• Maintains constant focus on safe workplace practices 
• Possesses general knowledge of all services and programs; markets to the public
• Works evenings and weekends as required, willingness for occasional travel is necessary
• Performs additional duties as assigned 

Necessary Knowledge and Experience

• Bachelor or Associate degree in a related field (e.g., wildlife management, zoology, biology) or equivalent experience, desired
• Minimum one year of customer service experience
• Experience in wildlife-related fields preferred
• Extensive knowledge of the general biology of native Ohio wildlife
• Working knowledge and understanding of wildlife rehabilitation in Ohio

Required Abilities and Skills

• Excellent oral and written communication skills
• Competency in basic word processing, spreadsheet, and presentation software
• Experience in conflict resolution and strong creative problem-solving skills
• Understanding of and commitment to the role and mission of Ohio Wildlife Center
• Physically fit; able to lift 50 pounds and no aversion to inclement weather
• Obtain rabies vaccinations (upon employment) and maintain titers
• Clean background check, valid Ohio motor vehicle operator’s license, and good driving record
• Willing to learn and follow the laws of the U.S. Fish and Wildlife Service, Ohio Division of Wildlife, and animal regulations of local municipalities
• Maintain a professional appearance (includes wearing an appropriate, well-kept uniform)
• Adhere to the policies and operating standards of the Ohio Wildlife Center
• Positively promote Ohio Wildlife Center’s programs and services
• Maintain a positive attitude and public image at all times

Working Conditions and Physical Requirements: 

The following physical requirements must be met by a candidate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  Employee is regularly required to use steps; stand on feet for up to four hours at a time; balance, stoop, and kneel; lift and/or move 25 pounds and sit at a desk while using a keyboard.  The position also requires employees to see, read, talk, or hear; use hands to finger, handle, or feel. The employee is also frequently required to walk and reach with arms and hands. The employee is occasionally required to climb and lift and/or move up to 50 pounds and work outdoors in inclement weather. The noise level in the work environment is usually moderate.