Front Desk Receptionist

Job Title: Front Desk Receptionist

Department: Adoptions

Classification: Part time, non\-exempt

Job Relationship: Reports to Adoptions \& Retail Supervisor.

Position Summary: Greets and provides accurate information to visitors. Answers telephones and assists APL clients by handling their questions or appropriately redirecting calls.

\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_Essential Job Functions:

Ensures optimal, professional customer service experience

• Models “Compassion” core value behavior: Treats animals \& people with respect, empathy, and kindness. Listens and responds to the needs of people who call the APL, use our programs and services, support us, work and volunteer for us, and to other animal welfare organizations that turn to us for help. Represents the APL in a professional and courteous manner at all times.
• Presents a welcome, helpful, and empathetic first impression to clients.
• Provides prompt and courteous in\-person and telephone customer service; counsels and educates clients; assists them with problem\-solving and discusses options
• Provides accurate information about the APL’s programs and services; directs clients to the appropriate departments or other agencies for further assistance as needed
• Schedules client appointments, assists with virtual adoption process
• Promotes integration and utilization of volunteers; assists with volunteer training.
• Actively solicits donations. Assists with accepting in\-kind donations.

Performs other duties as assigned including but not limited to:

• Keeps supervisor informed of visitor and client concerns
• Accepts responsibility for incoming and outgoing mail and deliveries; ensures timely delivery of or communication to necessary staff/departments.
• Assists adoption clients with questions, explains adoption process, reviews PetPoint records as needed
• Keeps Petfinder website up to date with available animals
• Stocks area and cleans public areas throughout the day as needed
• Informs supervisor of special needs cases for potential public relations or direct mail pieces
• Follows all safety guidelines to ensure a safe work environment for staff and living environment for animals. Takes immediate action to address any safety concern or noncompliance of safety rules that could put an employee, volunteer, client, animal, or the organization at risk
• Promotes communication and cooperation between APL departments
• Performs other duties and special projects as assigned

Qualifications

• High school diploma or equivalent
• Minimum one year customer service experience
• Able to read, understand, and follow instructions
• Experience in animal welfare strongly preferred

Knowledge and Skills

• Ability to work in a fast\-paced environment with a variety of people
• Ability to work with a computer in a Windows environment
• Knowledge of animal breeds, behavior, and handling
• Excellent communication skills and proven ability dealing with the public
• Demonstrated ability to handle high\-stress and emotionally charged situations
• Detail oriented and able to prioritize and perform duties efficiently and effectively and with an adequate degree of independence
• Committed to maintaining the Cleveland Animal Protective League’s high standard of animal care and mission to foster compassion and end animal suffering.
• Fear Free Certified or must become certified within six months of hire
• Supports the APL’s desire to celebrate a diverse and inclusive culture that fuels the compassion that connects us to one another.

Working Conditions

Work is performed constantly in an animal shelter that operates seven days per week with exposure to animals, including some with questionable health and temperament concerns, high noise levels, zoonotic diseases, and cleaning agents. The person in this position needs to be able to sit and stand for long periods of time, constantly operate a computer, telephone, and other office equipment (i.e. calculator, copier, fax machine, and printer). Occasionally positions self to perform shelter cleaning functions. Constantly communicate with visitors, staff members and volunteers who have inquiries about all aspects of the APL’s operations and must be able to exchange accurate information in these situations. Must be able to detect and recognize animal behavior that is potentially dangerous. Occasionally move animals weighing up to 50 pounds (i.e. through the shelter on leash or using other safe restraint and animal handling equipment, into and out of cages in the shelter, into and out of shelter vehicles, onto and off of exam tables). Must be able to modify schedule to meet the APL’s operational needs.

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at\-will” relationship.

Our Core Values

Compassion – We are compassion in action. We believe every animal and person has value and worth and should be treated with respect, empathy, and kindness to support the human\-animal bond.

Advocacy \- We are the voice for animals, dedicated to lifesaving solutions that advance their quality of life, and promote their place in society.

Leadership – We act with integrity, creativity, duty to community, and have the courage to change. These are driving forces that make us a leading animal welfare organization.

Innovation – We are devoted to pioneering new approaches to the evolving challenges animals face by developing ethical, humane solutions and working in partnership with the public and animal welfare community.

Teamwork – We are one team and believe we must all work together to best fulfill our mission.