Front Desk Associate

Job Description

Job Description

Front Desk Associate (Full-Time)

Position Summary

The Front Desk Associate serves as the first point of contact for the Appalachian Highlands Humane Society (AHHS) and plays an essential role in creating a welcoming, organized, and compassionate environment for visitors, volunteers, donors, and community members. This position supports daily front-office operations, provides customer service and clerical assistance, and offers as-needed support with animal care tasks to help ensure smooth daily shelter operations.

Key Responsibilities

Front Desk & Customer Service

• Greet visitors, volunteers, donors, and community members in a friendly, professional, and compassionate manner
• Answer incoming phone calls and emails; route inquiries to appropriate staff
• Assist with check-ins for appointments, meetings, and events
• Provide general information about AHHS hours, services, and procedures as directed
• Maintain a clean, organized, and welcoming front office and lobby area

Clerical & Administrative Support

• Assist the Office Manager with filing, scanning, copying, and record organization
• Support routine data entry and updates in the shelter management system as directed
• Prepare and assemble basic forms and informational packets as assigned
• Assist with office supply inventory 
• Perform general clerical tasks to support daily operations

Shelter Management System Support

• Enter and update basic records in the shelter management system as assigned
• Ensure paperwork is properly scanned and linked to appropriate records
• Flag missing or incomplete documentation for the Office Manager

Shelter Operations Support

• Assist animal care staff with basic animal care tasks as needed
• Provide basic enrichment, including toys, treats, calm interaction, and dog walks, as directed
• Assist with routine cleaning, sanitation, and organization of animal housing, office, lobby, and other shelter areas in accordance with shelter protocols and as directed
• Safely handle animals for short transfers (e.g., kennel to meet-and-greet area) following training and established protocols

Communication & Team Support

• Relay messages accurately between staff, volunteers, and the public
• Assist with off-site adoption events, community outreach activities, and fundraising events as assigned
• Support special projects and events as assigned by the Office Manager or Director

Qualifications

Required

• High school diploma or equivalent
• Strong customer service and communication skills
• Basic computer skills (email, data entry, office software)
• Ability to multitask and remain organized in a busy environment
• Comfortable working around dogs and cats
• Compassionate, calm demeanor in public-facing and animal-care settings

Preferred

• Previous receptionist or customer service experience
• Experience in animal welfare, nonprofit, veterinary, or public-facing roles
• Familiarity with shelter management systems or ability to learn quickly

Physical & Work Environment Requirements

• Ability to sit or stand for extended periods
• Ability to lift up to 25 lbs
• Regular exposure to animals, noise, odors, and typical shelter conditions

Team Culture

AHHS values a collaborative, respectful, and mission-driven environment rooted in compassion and accountability. All staff are expected to support one another and contribute to a positive workplace that advances the welfare of animals and the community we serve.