ANIMAL ADOPTIONS & CUSTOMER SERVICE COORDINATOR (4 DAYS/WEEK)

Position Summary: Reporting to both the Director of Operations and the Community Programs Manager, this hybrid role combines customer service and adoptions coordination to support the overall mission of providing exceptional care and experiences for both animals and people. This position is ideal for someone who is passionate about both people and animals, who sees the bigger picture and knows what it takes to engage clients in a meaningful way.
On Friday’s and Saturdays, the role focuses on front-line customer service, coordinating the daily functions of a busy reception desk, handling paperwork, forms and systems between multiple departments and overseeing retail sales. It requires a high-level of enthusiasm, professionalism, organization, and a passion for ensuring an exceptional customer experience in a welcoming and supportive environment for all visitors.
On Sunday’s and Mondays’, the role shifts to coordinating all aspects of feline and canine adoptions withing the Animal Centre and through off-site partners. This includes working closely with the animal care team and potential adopters to ensure thoughtful matches and positive adoption experiences for animals and their future families.
Throughout both aspects of the role, success depends on high levels of enthusiasm, communication, and hospitality, along with a dedication to animal welfare and community engagement.
Position Schedule: 30 hours per week across 4 working days. This schedule includes 2 days (Fridays & Saturdays) from 9:30 am -4:30 pm AND 2 additional days (Sunday’s & Monday’s) from 8:00am – 4:30pm. All workdays include a 30 minute unpaid lunch. All work is performed on-site at the GTHS Animal Centre in Collingwood, with occasional participation in community-based events. Evening and after-hours work may be required infrequently and flexibility to provide occasional vacation coverage on non-working days is preferred when possible.

The Georgian Triangle Humane Society (GTHS) envisions a community that is compassionate and caring towards pets and each other. At the GTHS, we are passionate about solving the impossible until it becomes possible. We support lifelong learning in our team’s continued pursuit of information to empower them in their current role. Our values direct our organization in all that we do, from the programs and services we create, to our policies and procedures, our team, and to how we ultimately care for our pets and community. Our values include:

• Compassion for Pets and People
• Well-Being
• Perseverance
• Inclusivity
• Lifelong Learning

QUALIFICATIONS:

Education & Experience:

• Experience in administration with a focus on customer service (two years minimum)
• Administrative education is an asset (e.g. business or office administration diploma/degree)
• Minimum 2 years of supervisory experience

Animal Handling & Welfare:

• Ability to work with all temperaments and sizes of cats and dogs with basic animal handling, and/or animal behaviour (aligned with GTHS handling protocols)
• Demonstrate understanding of, and passion for, animal welfare

Customer Service & Cash Handling:

• Superior customer service skills; sales skills would be an asset
• Experience with cash handling skills required, experience with electronic card machine or POS ideal and end of day closing procedures

Communication & Interpersonal Skills:

• Able to develop positive, productive relationships with others, both internally and externally
• Superior customer service and communication skills (verbally, listening, and written). Communicate in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques

Productivity:

• Strong time management skills demonstrated through past work
• Self-motivated with a proven ability to complete tasks with competency and accuracy
• Highly detail-oriented with experiences in scheduling, planning methods, and data entry accuracy

Technology:

• Strong computer proficiency in the Microsoft Office suite of programs (MS Outlook, Excel, Word) and data entry with keen attention to detail and accuracy
• Able to learn and utilize multiple databases/systems simultaneously
• Knowledge of or experience with PetPoint or CRM database systems is an asset
• Knowledge of or experience with Social Media platforms to promote adoptable animals

Licensing & Transportation:

• Clean driving record, current Full Ontario driver’s license – Class G, and ability to drive the GTHS cargo van to off-site locations on occasion is a condition of employment

Work Clearance:

• Clear criminal record check

ROLES AND RESPONSIBILITIES COMBINED

Customer Service Coordinator Responsibilities:

Customer Care

• Works to ensure all GTHS visitors and supporters have an exceptional customer service experience when working with or visiting the GTHS animal centre
• Responsible for the GTHS main phone lines, answering queries and directing calls as required.
• Works to connect the dots between GTHS customers, adopters, donors, and volunteers with GTHS programs and initiatives
• Supports the administration and execution of adoptions and intakes of GTHS animals supporting the related Program Coordinator’s as necessary
• Manages the general email ensuring that inquiries are responded to with an exceptional level of customer service and within the same business day
• Coordinates GTHS retail store ensuring that the front of house is always stocked, clean and inviting

Adoption and Program Support

• Be an ambassador of the Adopter’s Welcome, connecting potential adopters to adoption counsellors, and creating a warm and friendly environment
• Working with the Adoptions Coordinator & volunteer Adoption Counsellors, processing paperwork & utilizing adoption software
• Prepare and monitor stock of adoption kits ensuring there are always enough on hand
• Coordinates administrative aspects of various GTHS programs including Pet Health clinics, Humane Education classes and dog school, pet pantry and pet support services. Includes receiving and processing registration forms & payment
• Maintain an organized filling system for adopted animals and complete conversion of files to digital records
• Complete requests for medical records of adopted animals from vet clinics or owners
• Process municipality forms and contracts for stray animals
• Social media advertising of lost animals

Donor Relations Support

• Responsible for accepting donations, both financial & in-kind, providing excellent customer service. In addition, completing the administrative duties in recording donations
• Encourages visitors to donate and/or volunteer to support the mission

Daily Financial Transactions

• Ensures daily financial transactions are accurately recorded in the CRM database
• Produces accurate & balanced end-of-day reconciliation reports
• Be able to complete inventory counts on retail inventory as required

ADOPTIONS COORDINATOR RESPONSIBILITIES:

Adoption Programs

• Oversee and administer the GTHS Adoption program to ensure that we maintain a professional, approachable, and responsible reputation in the community
• Ensure all adoption materials, paperwork, and database records are accurate and up-to-date including adoptions and post-adoption information
• Create detailed, engaging animal profiles with photos and videos, including all information needed for potential adopters to assess compatibility matches. Seek clarification of information from the Animal Care team as required
• Ensure all adoptable animals are well promoted on the GTHS website, aiming for professional-quality photographs whenever possible - Use photos that capture and highlight the personality of each animal
• Work in partnership with the Development and Communication team to promote adoptable animals through social media including Facebook Live videos and other platforms
• Create public relations related collateral including Pet of the Week bios, social media posts, and radio segments
• Coordinate and grow programs such as Signature Pets, Pet of the Week, and Pet of the Month
• Monitor the adoptions process ensuring exceptional customer service is at the forefront of our adoptions program
• Resolve customer complaints in a timely manner using tact and diplomacy
• Administer and oversee off-site adoption events with partner organizations (pet stores) including monthly “Pup-Up” adoption events at pet stores
• Strengthen relationships with off-site adoption partners to grow our off-site adoption program
• Train and support off-site adoption partners to ensure they follow GTHS adoption policies and procedures
• In partnership with the Foster and Intake Coordinator, administer the Foster-to-Adopt program, conducting pre-adoption conversations with foster volunteers, maintaining communication throughout the fostering period, and ensure adherence to program guidelines

Volunteer Team Leadership

• Communicate organizational and departmental information clearly, effectively, and in a timely manner to the Adoption team
• Orient and train new team members on GTHS policies and procedures and monitor their compliance
• Coordinate follow-up and ongoing refresher training for the adoptions team
• Support conflict resolution within your team in consultation with the Volunteer Program Manager (VPM) and Community Programs Manager
• Ensure that your team works in a safe, healthy, and supportive environment in accordance with relevant legislation and regulations
• Ensure appropriate team coverage by monitoring schedules and initiating recruitment campaigns for new volunteers when required
• Develop strong team relationships by keeping the team engaged, informed, and recognized for their contributions

The Georgian Triangle Humane Society (GTHS) envisions a community that is compassionate and caring towards pets and each other. At the GTHS, we are passionate about solving the impossible until it becomes possible. We support lifelong learning in our team’s continued pursuit of information to empower them in their current role. Our values direct our organization in all that we do, from the programs and services we create, to our policies and procedures, our team, and to how we ultimately care for our pets and community. Our values include:

• Compassion for Pets and People
• Well-Being
• Perseverance
• Inclusivity
• Lifelong Learnin