Director of First Impressions

Job Title :

Director of First Impressions Reports to:

Administrative Services Manager Summary:

Provide welcoming, attentive customer service to our customers through communication and proficiency in all aspects of reception and clerical duties. Answering incoming calls in a timely professional manner; assist caller with questions and/or transfer calls to appropriate staff member or voicemail. Greeting and directing walk in customers to the appropriate person and or place. Assist in pet licensing, animal turnovers, collecting adoption fees, merchandise sales and donations. Must have the ability to work both cooperatively in a team environment, as well as, independently.

Essential duties and responsibilities:

Answering incoming calls in a timely manner. Direct call to the appropriate staff or to a voice mailbox when associate is unavailable. Work as a team leader to ensure staff and customer satisfaction Provide caller with information such as the facility address, directions to the facility, company fax number, company website, and other relevant information related to the shelter. Acknowledge and greet each customer promptly in a professional, courteous manner Assist with the purchase and processing of animal licensing, adoption fees, animal surrenders, donations, fundraising or retail merchandise sales or other services provided by the shelter. Must be able to collect fees, make change, process credit card transactions; ensure start-up funds and close out funds balance with daily totals in computer system. Assist with related clerical duties such as photocopying, faxing, and filing. Other assigned tasks, as necessary

Qualifications:

High School Diploma or equivalent required Strong organizational skills and attention to detail Exceptional customer service and interpersonal skills both in person and over the phone Handle emotional/controversial situations with professionalism and compassion Handle routine customer complaints and problems Accurately process monetary transactions and issue receipts Computer literate with the ability to quickly learn software specific to animal shelters Working knowledge of all types of office equipment and internet proficient Flexible with the ability to manage multiple tasks in a fast paced environment Energetic and enthusiastic Must be able to work independently, as well as, in a team environment

Physical Demands and Abilities:

Frequently required to stand, sit, walk, bend, stoop, kneel; reach with hands and arms; talk or hear; taste or smell; use hands to handle, or feel objects, tools or controls. Occasionally lift and/or move up to 50 pounds. Close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is regularly exposed to noxious odors, fumes or airborne particles; toxic or caustic chemicals. Exposure to animal diseases and in the presence of injured, vicious, or frightened animals and potentially volatile situations which can present risk of violence or injury. The noise level in the work environment is usually moderate to occasionally loud. The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the associate a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.