Customer Care & Adoptions Lead at Washington Humane Society

Washington, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Feb, 26

Salary

0.0

Posted On

08 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Animal Care, Shelter Operations, Communication, Organizational Skills, Leadership Skills, Interpersonal Skills, Data Entry, Animal Handling, Adoption Counseling, Training, Collaboration, Problem Solving, Compassion, Multilingual Abilities, Teamwork

Industry

Non-profit Organizations

Description

About the Humane Rescue Alliance (HRA) For more than 150 years, the Humane Rescue Alliance has championed the protection of animals, support for people, and service to the community. With campuses in the District of Columbia and New Jersey, along with the nation’s leading pet transport initiative, it stands as the largest and most comprehensive animal services provider in the region. Each year, HRA transforms the lives of tens of thousands of animals through rescue and adoption, humane protection, access to medical care, innovative community programs, and legislative leadership. Its broad reach and deep expertise enable HRA to reimagine traditional sheltering and address the most complex challenges facing animals and the people who love them.   JOB SUMMARY The Customer Care & Adoptions Lead plays a key role in ensuring smooth, compassionate, and efficient customer service operations within the Humane Rescue Alliance (HRA). This position supports and leads the daily functions of both the Customer Care and Adoptions teams by assisting with oversight of the intake and outcome processes, mentoring staff, and ensuring consistent adherence to HRA’s standards of excellence in animal welfare and client experience. The Lead works closely with the Pet Support Supervisor & Manager, medical, animal care, and behavior teams to provide guidance, resolve issues, and help achieve departmental goals, including maintaining high adoption rates, supporting positive client interactions, and ensuring animals receive the best care from intake to outcome. This position actively participates in daily operations while serving as a resource and support to Customer Care and Adoptions staff. THE ROLE: WHAT YOU’LL DO * Serve as the point person for daily Customer Care and Adoptions operations, ensuring smooth workflow and coverage across the department. * Support and mentor Customer Care and Adoptions staff, providing training, guidance, and performance feedback as directed by the Pet Support Supervisor. * Oversee intake and outcome processes for all animals, including adoptions, returns, transfers, and owner surrenders. * Ensure accurate and timely data entry for all animals in PetPoint, including background information, intake memos, and outcome details. * Provide direct assistance to customers and adopters, modeling excellent customer service and ensuring a welcoming, solution-oriented experience. * Guide adopters through the full adoption process - from introductions and counseling to finalizing paperwork and post-adoption support. * Work with the Pet Support Supervisor to address and resolve customer or adopter concerns and complaints in a timely, compassionate manner. * Collaborate with medical, animal care, and behavior teams to coordinate animal readiness for adoption. * Assist in the training, scheduling, and supervision of volunteers and interns supporting Customer Care and Adoptions operations. * Help develop and implement new procedures to improve service efficiency and adoption success. * Ensure all customer-facing areasremainclean, organized, and welcoming to the public. * Handle monetary transactions accurately and in compliance with HRA policies. * Prepare reports and updates related to adoption numbers, customer feedback, and departmental performance as assigned. * Support adoption and community events as needed, ensuring a positive representation of HRA. * Perform additional duties as assigned by the Pet Support Supervisor or Manager. ABOUT YOU: SKILLS & QUALIFICATIONS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. * Minimum of 2 years of experience in customer service, animal care, or shelter operations; previous lead or mentorship experience preferred. * Excellent communication, organizational, and leadership skills. * Strong interpersonal skills and ability to manage emotionally charged or challenging situations calmly and professionally. * Basic computer proficiency, including Microsoft Word, Excel, and shelter software (PetPoint preferred). * Knowledge of animal handling, behavior, and adoption counseling best practices. * Certified in or willing to complete Fear Free Shelters training. * Bilingual or multilingual abilities a plus. * Team-oriented with a collaborative, proactive attitude. Qualifications – Education & Experience * High school diploma or GEDrequired;additionalcoursework in animal science, business, or related field preferred. * Experience in customer service and/or animal welfare setting required. * HRA is committed to being an Equal Opportunity Employer. Accommodation will be provided to qualified individuals requiring them. Where You’ll Work: * Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted. * Must be comfortable working with dogs, cats, small animals, reptiles, fish, and wildlife. * Requires daily movement including bending, lifting, standing, walking, and animal handling. * Exposure to sick, injured, aggressive, or deceased animals, as well as strong odors or noises. * Ability to remain calm and compassionate in emotional or stressful situations. * Must be available to work weekends, evenings, holidays, and overtime as needed. The Humane Rescue Alliance (HRA) offers a comprehensive benefits package including healthcare, vision, dental and select offerings for pets. Additional information may be provided upon request. Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing. HRA is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them.

Responsibilities

The Customer Care & Adoptions Lead ensures smooth and compassionate customer service operations within the Humane Rescue Alliance. This role involves overseeing intake and outcome processes, mentoring staff, and maintaining high adoption rates.