Adoption Counselor/Customer Service Specialist

Job Description

Job Description

Description:

It will be the responsibility of the Adoption Counselor, under the direction of the Operations Managers to :

• Provide an exceptionally welcoming, perceptive environment for all individuals.
• Assist the public with specific adoption-related needs, effectively address their questions and concerns, and provide other needed information when called upon.
• Project a positive professional image at all times as a primary representative of the VHS.
• Fully support, represent, and promote the mission of the Vanderburgh Humane Society

Essential Job Functions:

Ensure a positive experience for all customers, regardless of the nature or outcome of their call or visit. Interaction with customers, volunteers, and co-workers is positive, energetic, non-interrogative, non-condescending, and educational.

• Promote and perform quality pet adoptions of all species in accordance with VHS policies and guidelines.
• Seek guidance from management and opportunities to learn /maintain updated knowledge regarding species and breed-specific behavior, and learn temperaments and personalities of current shelter pets to promote optimal adoption matches to perform effective pet behavior counseling to callers and visitors.
• Review animal behavior profiles, get animals out of cages for customers, and engage using a conversational approach. Ask effective, non-threatening questions and assist potential adopters in selecting a pet that fits their lifestyle (discuss various responsibilities of pet ownership, give breed and individual animal information, and explain the adoption process).
• Provide a high standard of quality in cleaning and caring for all animals, rooms, and tasks assigned, and in accordance with VHS Standard Operating Procedures and other instructions or updates to those procedures as they occur.
• Be attentive to shelter animal health symptoms and behavior, immediately report concerns.
• Utilize computer programs to enter and search animal information regarding adoptions, lost/found animals, and other information as necessary.

Additional Duties and responsibilities :

• Treat all animals humanely, with compassion and concern, both on and off the job, and transmit these values to others.
• Answer all public telephone calls in a professional manner, route inquiries to the proper person/department, and initiate written messages for follow-up as necessary. Return voice mails and emails daily.
• Maintain a clean and safe environment for customers, staff, volunteers, and animals at all times.
• Consistently follow all organizational and departmental policies and procedures.
• Participate in Perform off-site adoptions as needed.

Knowledge, Skills, and Abilities :

• Must be highly adaptable and work well under pressure while remaining professional at all times.
• Must be detail-oriented, organized, and be readily able to prioritize and multi-task in a fast-paced environment.
• Basic knowledge of domestic animals including breeds, behavior, appropriate care and housing, common health problems, disease symptoms and handling techniques.
• Ability to read, write, comprehend and retain instructions, short correspondence and memos.
• Ability to effectively communicate and present information in one-on-one and small group situations to customers, volunteers, and co-workers.
• Practical knowledge of basic computer skills using standard programs such as Microsoft Office, and ability to quickly learn and effectively navigate in-house database programs.

Qualifications, Education and Experience :

• 18 years of age minimum.
• High school graduate or GED equivalent
• Minimum of 6 months related animal care experience and/or training.
• Valid driver’s license required.

Working Conditions and Physical Requirements :

• Must be able to deal with an emotionally-charged public and manage a fast-paced and changing workload which at times can be stressful.
• By nature of the job, there is occasional exposure to dead, injured, sick, unruly, vicious, and/or dangerous animals, in addition to exposure to zoonotic parasites and infectious diseases.
• Must be available and willing to work such weekends, holidays, overtime, and attend mandatory training and meetings as the employer determines are necessary or desirable to meet organizational needs.
• Must stand, walk, bend and stoop frequently to perform duties. Often requires repetitive scrubbing, mopping, lifting, pulling, and may require carrying objects weighing up to 40 pounds alone or up to 100 pounds with the help of fellow employees for short distances.
• Must follow all safety protocols and procedures.