Maryland SPCA

Job Description

Job Title: Admissions Coordinator

Department: Admissions

Reports to: Admissions Manager

FLSA Status: Non exempt

Prepared Date:6/28/2023

Schedule: Full-Time Tuesday-Friday (10:30am-7pm) and Saturday (9am-5:30pm)

The Admissions Department is responsible for counseling dog and cat owners looking to rehome their pets or for owner-requested euthanasia. Admissions Coordinators counsel pet owners by phone, Google Voice, 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 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
• Perform intake for owner surrender, stray surrender and Owner Requested Euthanasia.
• 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
• Ensure that the lobby area and Admissions workspace is neat and clean
• Assist Admissions Manager with training of new staff
• Complete any and all tasks as assigned by management

Qualifications:

• 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

Working Conditions:

• 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

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