The Admissions Department is responsible for counseling dog and cat owners looking to rehome their pets or for owner-requested euthanasia. This position is often the first point of contact with the public, therefore may handle inquiries outside of Admissions. Admissions Coordinators primarily counsel pet owners by phone, email, and in person to help resolve problems, provide re-homing resources, and determine fitness for the shelter adoption program in accordance with our lifesaving mission. When pets are brought to the Maryland SPCA for adoption, it is the Admissions Coordinator’s role to accurately collect and report information on the animals entering the shelter. On-the-job training in animal behavior and handling will be provided, but some experience with dogs and cats is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide customer service excellence in all interactions with the general public.
- Counsel clients wishing to admit their pets into the adoption program. This includes fielding calls regarding admissions.
- Obtains information and history on each owner surrendered animal.
- Provide re-homing resources in accordance with our lifesaving mission.
- Schedule and confirm appointments, reschedule no shows and/or follow up as needed.
- Accurate track of all surrendered animals as they move through the shelter. Contact owners in a timely fashion to reclaim.
- Input pertinent information into the Shelter Buddy data base, client log and on our website as necessary.
- Provide excellent communication, regarding demographics, medical and behavior issues as needed.
- Perform intake for owner surrender, stray surrender and Owner-Requested Euthanasia.
- Handle customer complaints/issues and turn them over to the Admissions & Transport Manager as needed.
- Perform behavior assessments on dogs entering the shelter or during transports to determine placement into our adoption program.
- Ensure that all necessary forms are available in adequate supply.
- Receive payments by cash or credit.
- Ensure that the lobby area and Admissions workspace is neat and clean.
- Assist Admissions & Transport Manager with training of new staff.
- Complete any and all tasks as assigned by management.
- High school diploma or GED.
- Excellent customer service skills, with ability to deal tactfully and effectively with staff, volunteers and the general public.
- Basic knowledge of animal breeds, animal health, animal handling and humane care.
- Computer literacy required.
- Effective written and verbal communication skills for in-person and telephone contacts.
- Reliable and detail oriented.
- Ability to multi-task and stay calm under pressure.
- Commitment to and enthusiasm for the mission, programs and services of the Maryland SPCA.
- Work is performed in an office setting within an animal shelter.
- Noise level is usually moderate.
- Exposure to disinfecting solutions when cleaning with exposure to unpleasant odors and high noise levels when in kennel area.
- Frequent sitting, use of computer keyboard and telephone up to 8 hours per day with some bending, stooping and walking.
- May assist kennel team with walking dogs.
- Handling large and high-energy dogs.