Adoption Counselor

Adoption Department Assistant

Assists in finding quality, caring homes for adoption animals based upon information obtained through discussion and support of potential adopters. Focuses on creating an outstanding guest experience for all patrons through compassionate, professional, and personalized service. This position may require rotation between the main campus, offsite adoption events.

Essential Duties and Responsibilities:

• Assists in the day-to-day operation of the Adoption Department, composing correspondence, inputting animal data, and performing clerical duties as assigned.
• Maintains adoption areas in a clean, neat, and orderly fashion at all times to create a positive guest experience.
• Meets and greets patrons in a friendly, courteous, and professional manner; ensures an outstanding service experience at every touchpoint.
• Directs and accompanies adopters to all areas, providing knowledgeable and compassionate guidance throughout the adoption process.
• Works closely with adopters to match the appropriate animal to the adopters' needs, educating them on general proper care of the species.
• Processes adoptions in the Chameleon system, ensuring accuracy and excellent service.
• Clearly explains animal return and refund policies, medical history, and future care needs.
• Maintains adoption records and paperwork in a neat and orderly fashion to support a seamless patron experience.
• Collects adoption fees, issues receipts, and maintains accurate sales transaction records.
• Educates adopters on medical treatments provided (e.g., vaccines, deworming, spay/neuter surgery) and advises on future veterinary needs.
• Complies with organization and local government policies regarding microchipping, vaccinations, and spay/neuter laws in a supportive and educational manner.
• Ensures that all necessary forms, brochures, rabies tags, and information packets are readily available for patrons.
• Coordinates and participates in the transport of animals when needed, maintaining a focus on animal welfare and guest service.
• Maintains a professional appearance at all times and follows the official uniform policy, including appropriate use of treat pouch/fanny pack.
• Assists with the care of shelter animals as needed, including feeding, cleaning, monitoring, handling, playgroups, and enrichment activities. Offer support to other departments and programs, including the ability to understand and effectively share available resources with adopters and the community.
• Sets a positive tone that welcomes and engages volunteers; provides ongoing support so they may serve as valued, integrated members of the Adoption Team.
• Assists in the informal training, mentoring, and onboarding of new Adoption Team members to ensure consistency and quality in guest service and department procedures.
• Contributes to the efficiency and effectiveness of the organization's service to patrons by offering suggestions and participating actively in teamwork.
• Provides responsive, meaningful, and compassionate service to all patrons, emphasizing empathy, respect, and service excellence.
• Other duties as assigned.

Education and Experience Requirements:

• Equivalent to a High School diploma.
• One (1) year of demonstrated guest service experience.
• Equivalent combination of formal education and appropriate related experience may be considered.

License & Certification Requirements:

• The incumbent must hold a valid driver's license for a minimum of three (3) years and maintain an acceptable driving history.

Required Knowledge and Skills:

• Knowledge of: Principles and practices of guest service and customer experience excellence. Basic interviewing techniques. Standard office administrative practices and procedures, including record-keeping systems and computer operation. Basic animal health, nutrition, and humane care practices. Basic knowledge of animal breeds and characteristics. Techniques for dealing effectively with co-workers and the public, including during challenging interactions. Correct business English, including spelling, grammar, and punctuation
• Skill in: Creating positive, empathetic experiences for a diverse range of patrons. Gathering and compiling information; preparing accurate reports and summaries. Dealing tactfully and effectively with staff, volunteers, and the public. Using business software and associated computer hardware efficiently. Communicating clearly and compassionately in both oral and written forms. Working independently within standard work situations. Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities. Preparing clear and concise reports, correspondence, and instructions. Training and mentoring new team members informally to ensure service quality. Communicating and interacting with individuals from various socio-economic, ethnic, and cultural backgrounds, especially where relations may be strained.

Working Conditions and Physical Effort:

Physical ability and mobility to walk, reach with hands and arms, climb or balance, stoop, kneel, crouch and crawl. Strength to lift and/or move materials weighing up to 50 pounds frequently, 75 pounds occasionally. Vision to read printed materials. Stamina to sit and work with a computer for an extended period of time. Hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation. Team Members are continuously exposed to animals, animal waste, pet dander, peanut butter, cleaning chemicals, high noise and potentially hazardous conditions, including the risk of animal bites and occasional work outdoors for extended periods of time while exposed to cold and extremely hot temperatures. All Team Members work in a culture of continuous improvement and are expected to support our mission. Team members must be able to clearly articulate our goals, actively participate in outstanding customer service, and accept responsibility for maintaining our culture of philanthropy.