Front Desk/Customer Service

Front Desk Customer Service Representative

Classification: Non-Exempt

Reports to: Customer Service Manager

Department: Customer Service

Date of Revision: February 9, 2026

Summary

The Front Desk Customer Service Representative is responsible for providing information about the Beaver County Humane Society (BCHS) policies and procedures, and the animals in the shelter’s care, answering and returning inquiries, completing adoption/intake paperwork, promoting retail sales, and collecting and maintaining accurate records.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Customer Service

a. Greet visitors and potential adopters with a professional, respectful, and positive attitude.

b. Disseminate animal care information to visitors and adopters.

c. Manage difficult or emotional situations; respond promptly to customer needs.

d. Accept monetary and itemized donations from the public.

e. Answer all incoming calls and messages, deliver messages to appropriate personnel in timely manner.

f. Maintain the public areas in a safe, sanitary, and attractive manner.

2. Administrative

a. Perform administrative tasks such as email, phone messages, and compile daily reports.

b. Maintain excellent verbal and written skills, including clear and effective communication with others (staff, public, volunteers) that is professional, respectful, positive and educational.

c. Demonstrate proficiency in use of Google Docs/Microsoft Outlook by maintaining spreadsheets, word documents and communication through e-mail.

d. Data entry including intake of animals and profiles, animal and person memos, adoptions applications, and medical data entry if necessary.

3. Adoptions and Intake

a. Utilize Chameleon(shelter software) to complete adoptions/intakes.

b. Ensure data and accuracy of information input to Chameleon and information given during intake or adoption.

c. Scan all paper copies to the appropriate records daily.

d. Provide information and answer questions regarding intake, adoption, medical, or behavior paperwork.

e. Maintain and update adoptions packet information.

f. Assist in off-site adoption events if needed.

4. Follow-up

a. Return daily phone calls, messages and e-mails.

b. Provide follow-up with adopters if needed.

Other Duties

· Maintain a clean and stocked retail space and promote sales

· Communicate with the Community Engagement Manager regarding volunteer questions, concerns, or feedback that you may be aware of

· Assist the medical team with scheduling foster pick up’s and returns AND

· Performs other duties as assigned; this job description is not designed to cover or

contain a comprehensive listing of activities, duties or responsibilities that are

required of the employee for this job.

Competencies

· Customer Oriented

· Empathetic

· Friendly

· Organized

· Reliability

· Tactful

· Working Under Pressure

· Communication, Oral

Supervisory Responsibility

Ø There are no direct reports to this position, but they may be responsible to oversee staff/technicians on assigned projects.

Job Type: Full-time

Pay: From $13.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• customer service: 2 years (Required)
• Clerical: 2 years (Required)
• animal: 1 year (Preferred)

Work Location: In person

Salary : $13