Resource and Intake Coordinator

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 intake
• 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 stray pets as we try to find their owners. Contact owners in a timely fashion to reclaim
• Input pertinent information into the Shelter Buddy data base and client log
• Provide excellent communication, regarding demographics, medical and behavior issues as needed
• Handle customer complaints/issues and turn them over to the Admissions Manager as needed
• Ensure that all necessary forms are available in adequate supply
• Receive payments by cash or credit
• Affirm that the lobby area and Admissions workspace is neat and clean
• Afford assistance to Admissions Manager with training of new staff
• Complete any and all tasks as assigned by management

Qualifications

• A high school diploma or GED
• Excellent customer service skills, with ability to deal tactfully and effectively with staff, volunteers and the general public even in difficult situations
• Basic knowledge of animal breeds, animal health, animal handling and humane care
• Computer literacy required. Ability to use Microsoft Office including, Word, Excel, Outlook, and Teams. Google Voice should also be understood with the capability of using multiple platforms simultaneously
• 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

Physical Demands

• 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
• Working 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