Animal Adoption Counselor

Adoption Counselor

FLSA Status: Non-Exempt

Summary

Caring for over 17,000 animals each year, finding animals new homes in our community is a primary focus of ACCT Philly. Bringing together Philadelphians (and others) and animals in need helps create a stronger, more humane community, invested in the quality of life of the City’s animals. The Adoption Counselor is a key part of this, responsible for providing a warm, customer service focused approach to helping people and pets find their perfect match. The Adoption Counselor is expected to be able to coach and help our adopters navigate through the adoption process including discussion of: fees, medical/behavioral notes, legal requirements, recommendations for integrating a new pet into the household, and any other questions the adopters may have. Retail sales and soliciting donations when appropriate are also a key part in the role. Cleanliness in the presentation of the adoptions area and Welcome Center kennels are part of the daily routine and ensure a great experience for all - animals and humans alike. ACCT Philly believes in a people positive, same day adoption experience, and the Adoptions Counselor ensures that each client leaves feeling satisfied about their interaction with our organization and matched with the right pet; and with the support needed to set them up for success.

Core Responsibilities

General Customer Service

• Greet all visitors to ACCT Philly verbally with a warm and welcoming tone
• Actively engages in the practice of empathy and non-judgment with all clients
• Multi-task between in-person customers and phone/email customers, in a professional courteous manner, ensuring communication in a timely manner
• Provide information about ACCT Philly departments and services, as well as other relevant services across the city, to ACCT Philly clients
• Help triage client’s needs, directing them around the shelter and to the appropriate ACCT Philly point people including partners, volunteers, and staff
• skills and helping clients get animals into or out of the shelter
• Maintains professional personal appearance and neat work space at all times
• Assists other departments when advised and as needed
• Advise management when a client may need above and beyond service for a successful outcome

Adoption Counseling

• Meet with prospective adopters to determine their needs and work collaboratively to find the right match
• Discuss and provide insight into animals’ behavioral and medical profiles, ensuring the potential adopter has clarity around the pets’ needs
• Facilitate adoption interactions between potential adopters and animals through direct animals handling and interaction, both indoors and outdoors
• Ensure safe interactions for pets and people by demonstrating exceptional animal handling skills and by providing advice and instruction to new adopters on same
• Provide daily kennel maintenance for animals housed within the Welcome Center, ensuring the space provides a great first impression to potential adopters and visitors
• Interact with animals on an ongoing basis to develop knowledge about their needs and personalities
• Perform associated follow up to ensure long term success for adoption matches, including proactive outreach via phone or email; provide coaching and counseling to resolve issues in adoptive homes
• Collaborate and coordinate enthusiastically with ACCT Philly Volunteers throughout all aspects of the adoption process

Administrative/Other

• Ensure that all animal and person records are accurately updated and entered in the shelter management system
• Take photos and videos of animals to help update profiles and for promotion, and to document great stories and situations to amplify the message and mission of ACCT Philly
• Collect and accurately document relevant fees, and solicit donations and organizational support
• Ensure appropriate cash handling processes and accurate documentation of daily cash.
• Other duties and special projects as assigned by management
• Work as part of a team to maintain welcoming lobbies and public spaces that are neat, tidy, and clean
• Answer phones, check voicemails, and return calls

Job Type: Full-time

Pay: $17.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Weekends as needed

Ability to Commute:

• Philadelphia, PA 19140 (Required)

Ability to Relocate:

• Philadelphia, PA 19140: Relocate before starting work (Required)

Work Location: In person

Salary : $17