Adoptions & Customer Experience Specialist

Collage; Peterborough; On-site; CAD 26,000 - 29,000; Part time

Benefits offered by this job

Group RRSP program with up to 3.5%

Employee & Family Assistance Program

Discounted veterinary services

Job summary

Peterborough Humane Society is seeking an Adoptions and Customer Experience Specialist to welcome clients and guide them through adoptions, intakes and donations. The role reports to the Manager, Shelter Services, and requires commitment to a compassionate, member-focused approach with excellent communication.

The position is casual, part-time (up to 32 hours/week), contract for 12 months, with weekend work required and union affiliation.

Qualifications

• Post-secondary education in a related field or equivalent experience.
• Minimum three years in a high-volume customer service role.
• Knowledge of administrative procedures and data handling.

Responsibilities

• Welcome and direct clients per shelter guidelines to create a welcoming experience.
• Coordinate adoptions and support from the Manager and delegates.
• Respond to customer queries via phone, email, social media, or chat.
• Provide guidance and paperwork for adoptions, intakes, donations, licensing, etc.
• Maintain data integrity and accurate animal adoption records.

Skills

Customer service

Interpersonal skills

Records management

MS Office

PetPoint/DocuPet

Animal handling

Education

Post-secondary education in related field

Tools

PetPoint

DocuPet

Job description

Adoptions & Customer Experience Specialist

Title: Adoptions andCustomer Experience Specialist

Reporting to: Manager, Shelter Services

Status: CasualPart-time (up to 32 hours/week), Contract (12 months), Union

Compensation: $19.00/hour (probationary rate), $20.61/hour (post-probation: 480 hours worked)

POSITION SUMMARY:

We are seeking to fill temporary vacancies.

We are currently looking for dedicated individuals to join our team as Adoptions and Customer Experience Specialists. Reporting directly to the Manager, Shelter Services, this is a role for someone who is passionate about helping animals and their owners. This role is integral to fostering and promoting our culture both internally and externally, and assisting the organization in achieving the goals that are set through our strategic plan. As the customer’s initial contact, you are an ambassador to PHS, and deliver a lasting impression with each interaction through positive engagement, education, professionalism and empathy.

• Open-admission, not-for-profit animal shelter
• Must be able to work weekends
• Collaborative, supportive, team-based workplace

DUTIES AND RESPONSIBILITIES:
Adoptions and Customer Experience:

• Welcome, assist, and direct clients according to shelter guidelines, creating a welcoming experience for all visitors
• Support the coordination, administration and execution of adoptions under the direction of the Manager, Community Services & Manager, Shelter Services, and their delegates
• Monitor and respond to customer queries in a timely and effective manner via phone, email, social media, or chat applications
• Provide guidance, support, and paperwork to customers using our services (adoptions, intakes, donations, licensing, etc.)
• Develop strong and positive relationships with PHS adopters and supporters

Data and Record Management:

• Maintain high standards of data integrity and record-keeping (donor, adopter, licensing clientele)
• Ensure accurate and effective record keeping of animal adoptions
• Assist with mail management, merchandise processing, ensuring supplies are stocked and cash reconciliations are accurate
• Cash management including daily cash reconciliation
• Mail management (arranging couriers, handling and sorting incoming mail for processing)

Collaboration and Support:

• Liaise with management and staff to ensure consistency in engagement initiatives, providing support to customers and animals in our care
• Support the business improvement initiatives through positive communication and teamwork
• Provide direct support to animal care staff and management as required
• Act as an effective, reliable member of the team by demonstrating teamwork and developing internal and external relationships

Facility Maintenance and Compliance:

• Maintain cleanliness of the reception and public areas within PHS
• Work in compliance with all centre policies and procedures
• Work in compliance with the Occupational Health and Safety Act
• Advocate for, and continuously embody the Mission, Vision, and Values of the Peterborough Humane Society

QUALIFICATIONS:

Education:

• Post-secondary education in a related field, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job

Experience:

• Must have a minimum of three (3) years progressive experience in a high-volume customer service role, preferably in a community service or social support setting

Knowledge:

• Knowledge of administrative and clerical procedures

Skills & Abilities:

• Strong ability to interact professionally with a diverse range of individuals and animals, ensuring excellent service even in challenging circumstances
• Comfortable working with many breeds of dogs, cats and small animals and have no known animal allergies
• Demonstrated organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail
• Excellent records management and experience handling confidential information
• Strong interpersonal and customer service skills to deal with emotional situations while maintaining a client-centred approach
• Proficient experience with Microsoft Office (Word, Excel, Power Point) and Google Drive
• Proven ability to use a variety of software programs (PetPoint, DocuPet experience an asset)
• Proven ability to remain organized and professional in a fast-paced environment
• A keen listener and problem solver with the ability to make decisions autonomously
• Superior listening/communication skills, both oral and written
• Experience in the animal care industry an asset
• Self-motivated and goal-oriented
• Positive and innovative attitude

BENEFITS:

Upon successful completion of the 480-hour probationary period, the following benefits may be available:

• Group RRSP program with up to 3.5% contribution-matching by employer
• Employee & Family Assistance Program for all employees
• Discounted veterinary services and pet food

If this role interests you but your past experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. Peterborough Humane Society encourages people from diverse backgrounds to apply and self-identify. We will provide employment accommodation during the recruitment process. Should you require any accommodation, please indicate this on your cover letter and we will work with you to meet your accessibility needs.

While we thank all for applying, only those candidates selected for interviews will be contacted.