Client Services Representative - Carson City

Nevada Humane Society; Carson City (NV); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Employer-paid medical & vision premium

Paid Time Off starting day one

Nine paid holidays

Pet-focused perks (free vaccines, spay

Adoption discounts and employee pet_福利

Job summary

Nevada Humane Society’s Carson Campus seeks a Client Services Representative to be the first contact for the public, delivering compassionate, professional service and guiding people through surrender, licensing, reclaim, and adoption processes.

You will support Animal Services at the Carson City campus, coordinate with Humane Enforcement Officers, schedule appointments, process documentation, and maintain shelter software accuracy while ensuring a positive experience for pets and people.

Qualifications

• High School Graduate or equivalent.
• Prior experience in customer service or hospitality field.
• 18 years of age or older.
• Valid Driver's License with registration and insurance for personal vehicles.

Responsibilities

• Serve as the first point of contact for the public, providing compassionate, professional customer service.
• Triage incoming animals and customers, determine needed services and provide options or resources.
• Schedule and process surrender appointments with complete documentation.
• Counsel potential adopters to ensure the right pet match and complete adoption procedures.
• Check-in and check-out patients for veterinary appointments and related services.
• Manage multi-line phone system and respond to emails professionally and promptly.

Skills

Customer service

Public relations

Communication

Education

High School Diploma

Job description

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 Carson 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 OVERVIEWCARSON CLIENT SERVICES REPRESENTATIVEDepartment:Carson Client ServicesReports To:Carson Assistant Shelter ManagerSupervises:NoneFLSA/Work Hours Status:Full-TimeDOL 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 DOOur 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 the 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. At the Carson City campus, you also support Animal Services functions unique to the location, including stray and protective custody, animal reclaim, licensing, and Humane Enforcement Officer (HEO) services. Your role reflects our commitment to building the human-animal bond, creating positive experiences, strengthening community connections, and making services accessible as we care for pets, find them homes, and save lives.Essential ResponsibilitiesPosition-Specific ResponsibilitiesAdheres 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.Process animal licensing transactions, including issuing new and renewal licenses, verifying required documentation, collecting applicable fees, and providing information regarding local licensing requirements.Assist owners reclaiming stray or impounded animals by verifying ownership, explaining applicable fees and requirements, processing reclaim documentation, and coordinating with Humane Enforcement Officers (HEOs), Animal Care, and Medical staff to facilitate safe and efficient reunification.Support Humane Enforcement Officer (HEO) operations by receiving and processing reports, coordinating citizen interactions, maintaining accurate records, processing citations and case-related documentation as assigned, and directing members of the public to appropriate resources or personnel.Receive and process stray and protective custody animals by completing required documentation, verifying ownership information when available, coordinating with HEOs and Animal Care staff, and ensuring all records are accurately entered into shelter software.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 animals—including dogs, cats, rabbits, guinea pigs, and others—may be required, following NHS safety protocols to ensure the safety of both animals and humansBENEFITS & PERKSIn 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 packagesPaid 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 perksFull-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) ProgramAll 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 work–life 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 PlaysNorthern 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 awayHere, 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 RequirementsPosition-Specific RequirementsHigh School Graduate or equivalentPrior experience in customer service or hospitality field.Demonstrable public relations and customer service skills.General Requirements18 years of age or older.Ability to work autonomously, manage multiple tasks, and meet deadlines efficiently.Staying updated on community developments, particularly in animal welfare.High degree of accuracy and meticulous attention to detail.Excellent verbal, written, and observational skills.Self-starter with a goal-oriented mindset, willing to exceed prescribed work and time schedules to meet deadlines.Possession of a valid Driver’s License with valid registration and insurance for personal vehicles, essential for positions requiring driving.Demonstrated commitment to the welfare of animals and alignment with the mission of the NHS.Consistently treat animals with compassion and respect, both professionally and personally, and promote these values to others.Strict adherence to all local regulations concerning the ownership and care of personal animals.Comprehensive understanding of pet behavior and care, with the capability to handle various animals safely and responsibly.Maintaining a consistently positive and professional demeanor is essential.A sincere interest in the NHS’s mission and vision.Position-Specific Desired ExperienceBilingual- Spanish speaking preferred.Bachelor’s Degree.Extensive customer service experience.Experience working in the public sector of customer serviceGeneral Desired ExperienceExperience in same or related position in a nonprofit setting-preferably animal welfare.Record of continually increasing responsibilities with measurable results.Additional Beneficial QualificationsCollege degree.Experience in a nonprofit agency.Animal welfare experience