Client Services Representative Care for pets. Find them homes. Save lives. That's the mission at Nevada Humane Society. We're a high-save organization helping nearly 34,000 animals in our community each year and caring for approximately 10,000 across both of our campuses. through sheltering, adoptions and community-centered programs and services that help find pets loving homes and keep them there. We are seeking a Client Services Representative to join our team at our Reno Campus. In this role, you'll provide daily care, support positive outcomes, and help match pets with the families who will love them for life. At NHS, lifesaving work is powered by dedicated professionals. We support our team with competitive pay, meaningful benefits, and a workplace rooted in compassion, teamwork, and purpose. POSITION OVERVIEWClient Services Representative
Department: Client Services - Reports To: Assistant Manager Client Services
Supervises:
NoneFLSA/Work Hours Status: Full-Time 40+ hours per week - DOL Status: Non-ExemptBase Pay Range: Base pay range is calculated by position title, and experience. It is determined within the departmental budget. Changes to the range are approved by the CEO.
WHAT YOU'LL DO:
Our Client Services Representative plays an important role in advancing Nevada Humane Society's mission. As a Client Services Representative you contribute to Nevada Humane Society's (NHS) mission by serving as first point of contact for the public, providing compassionate, professional and empathetic customer service that shapes each person's experience and builds lifelong connections with our community. Your responsibilities include but are not limited to scheduling and processing services such as surrenders, adoptions, and clinical appointments, while collaborating with coworkers, volunteers and other departments. Your role upholds and supports our values of building the human-animal bond, creating warm and positive experiences, strengthening community connections, and making service accessible- reflecting on our commitment to care for pets, find them homes and save lives.
Position-Specific Responsibilities:
Adheres to high quality standards of customer service and performance is consistent with protocols, including but not limited to demonstrating empathetic care and services for customers in various emotional states; communicating with members of the public through various channels; interacting with patrons to address their concerns, answer their questions, and assist them with their needs. Acts as a liaison to triage incoming animals and customers, determining the level of services needed and providing appropriate options, resources, or service information. Ensures customer satisfaction and support by assisting with processes such as surrender, humane euthanasia services, or referral to alternate resources. Assists the community by scheduling and processing surrender appointments, ensuring all documentation is completed accurately and in a timely manner, while also providing resources and support to help keep pets and people together whenever possible. Process owner-requested euthanasia requests in a compassionate and judgement free manner. Guides and counsels' potential adopters to ensure they find the right pet match, provide compassionate support throughout the process and complete all adoption procedures accurately and in a timely manner. Check-in and check-out patients for veterinary appointments, including but not limited to emergency services, surgeries, spay/neuter, vaccinations, euthanasia requests, foster and post adoptions. Provides accurate information and support to the public about all NHS programs and services, including all services listed above, as well as trap rentals, pet food assistance, and other community resources. Manages incoming communications by answering a multi-line phone system, redirecting calls as needed, and responding to email correspondence in a professional and timely manner. Maintaining the integrity of data in animal software systems, ensuring all intakes, outcomes and necessary information is documented and recorded accurately and effectively. Support daily administrative tasks such as filing, copying, scanning, and data entry. Perform cash and financial transactions, including processing payments, refunds and donations, issuing receipts, and accepting cash, credit/debit, and checks; and performs end-of-day reconciliation to ensure all transactions are accurate and balanced. Report all discrepancies to Client Services Management following the proper procedures. Maintain physical shelter security by unlocking and locking entry/exits doors at appropriate times. Maintain a clean and organized shared work environment. Accurately and efficiently complete opening and closing duties to ensure the shelter is prepared for daily operations. Maintain Client Services supplies and inventory, restock as needed or request the order of items when necessary. Assisting with training of volunteers and community service members in related work areas. This role is not primarily focused on animal care or handling; however, interaction with and minimal handling of animalsincluding dogs, cats, rabbits, guinea pigs, and othersmay be required, following NHS safety protocols to ensure the safety of both animals and humans.
General Responsibilities:
Helps promote fundraising activities and solicit support of the agency overall.
Interacts with co-workers and volunteers in an efficient and courteous manner to ensure a cooperative team environment amongst all departments.
Maintain and promote a positive public image relevant to NHS standards.
Represents NHS, professionally with customers, donors, and business partners.
Attend and participate in departmental and shelter meetings. Attend educational conferences/seminars as recommended/approved.
In the event of an emergency, assist with the handling and evacuation of animals located at any Nevada Humane Society campus.
Participate in disaster preparedness and response activities for the organization and community as it pertains to pet related needs.
Address and/or report any safety hazards or unsafe activities.
Perform other responsibilities as requested by direct management, and/or the CEO.
BENEFITS & PERKS:
In NevadaNevada employers often provide competitive benefits, but NHS stands out with: Employer-paid medical & vision premium option (Full-Time Employees) Pet-centric benefits not typical in most benefit packages Paid Time Off (PTO) accrual starting on day one rather than waiting periods. This puts NHS at or above local and national trends for comprehensive total compensation and unique personal perks Full-Time Employees Are Eligible For: Nine paid holidays 90% employer-paid buy-up options and low-cost dental plans Eligibility for the Federal Public Service Loan Forgiveness (PSLF) Program All Employees are eligible for: Low-cost supplemental plans including Life Insurance, Accident, and Short-Term Disability Pet-focused perks such as free vaccines, spay/neuter, and end-of-life services for employee-owned pets Free and reduced-cost pet adoptions Up to 50% off major brand and prescription pet food delivered directly to the shelterWHY NORTHERN NEVADA?Northern Nevada offers an exceptional blend of career opportunity, quality of life, and outdoor adventure, making it an ideal place for professionals who value meaningful work and true worklife balance. Anchored by Reno and Carson City, the region continues to attract people who want to make an impact while enjoying everything life outside of work has to offer. A Community That Works and Plays Northern Nevada is home to: Approximately 300 days of sunshine each year Easy access to Lake Tahoe, Pyramid Lake, and the Sierra Nevada mountains World-class skiing, hiking, biking, paddling, and year-round recreation just minutes away Here, it's possible to start your morning on a trail, spend your day doing meaningful work, and unwind by the river or in the mountains after hours. With no state income tax, abundant sunshine, a diverse economy, and unmatched access to outdoor recreation, Northern Nevada is an ideal home for animal welfare professionals seeking both purpose and balance. Experience and Qualification Requirements
Position-Specific Requirements:
High School graduate (or equivalent).Prior experience in customer service or hospitality field. Demonstrable public relations and customer service skills. Confident computer skills including experience with Microsoft Word, Excel, Outlook, OneDrive, social media, and internet navigation
