WINNIPEG HUMANE SOCIETY – JOB POSTING #2025-4-14

Date: August 15th, 2025
Position Title: Supervisor, Adoption & Retail Operations and Adoption Counsellor - Part Time TERM
Department: Adoptions and Retail Operations
Reports to: Manager, Adoptions and Retail Operations
Classification: Union
Rate: $17.85/hr (start)- $23.43/hr (Year 10) – Adoptions Supervisor
$16.81/hr (start)- $21.85/hr (Year 10) – Adoption Counsellor
Hours: 28 hours/week; Tuesday 11am-7pm, Friday 11am-7pm, Saturday 10am -6pm and Sunday 2pm-6pm
Term end date: February 10th, 2025

POSITION SUMMARY:

The Adoption and Retail Operations Supervisor has knowledge of all staff positions and provides training, supervision, and direction for Adoptions department and Retail Operations staff and volunteers, reviews paperwork for accuracy and completeness, ensures partner program requirements are met, communicates with partner vet clinics, and provides feedback on staff performance to management. Reporting to the Manager Adoptions and Retail Operations, the Adoptions and Retail Operations Supervisor ensures clients receive impeccable service, is the next-in-line for elevated service concerns and is empowered to make decisions with regard to adoptions, fees, and supplemental staffing.
The Adoptions and Retail Operations Supervisor is also responsible for promoting and selling retail items in the Pet Shop at The Winnipeg Humane Society as well as managing the online store and all related E-commerce. They will provide cashier services to WHS clients, re-stock and price inventory, and oversee ordering of retail merchandise for the WHS Pet Shop. The Adoptions and Retail Operations Supervisor will collect and review online orders, prepare online orders for pick-up and delivery, and monitor back-end processes such as customer service, logistics, and payment. This position is expected to foster a high standard of client service, frequently communicating and working with Society staff, management, volunteers, suppliers, and vendors.

ACCOUNTABILITIES

Directly accountable to the Manager Adoptions and Retail Operations.

QUALIFICATIONS & EXPERIENCE

The following are mandatory qualifications for this role:
· Grade twelve education
· Demonstrated experience in effective leadership
· Driver’s license and clean driving record

KNOWLEDGE & SKILLS

· Computer literacy essential
· Exceptional customer service skills

POSITION SUMMARY:

The Adoption Counsellor is responsible for all customer service duties with special attention to encouraging adoptions and making successful matches between animals and adopters. They are often the first point of contact for clients visiting The Winnipeg Humane Society, and are responsible for greeting visitors, providing reception services, answering telephones, responding to emails, determining client needs and directing clients accordingly. The Adoption Counsellor has frequent contact with all visitors, staff, management, and volunteers, and should be professional and respectful to everyone they encounter.

EDUCATION, TRAINING & EXPERIENCE

1. Minimum of Grade 12 or equivalent required,
2. More than six (6) months of experience in customer service, retail, and/or animal handling will be given priority.
3. An equivalent combination of education and experience will also be considered.

ABILITIES, SKILLS & KNOWLEDGE:

1. Excellent customer service skills are a must; positive, pleasant attitude and good interpersonal skills.
2. Excellent communication skills, both oral and written.
3. Good organizational skills with attention to detail.
4. Ability to learn quickly and willingness to vaccinate, microchip, and perform various treatment techniques once trained.
5. Ability to work with others as part of a team.
6. Ability to lift and haul heavy bags and boxes up to 50 pounds.
7. Ability and confidence to work with animals of all sizes and strengths, including large and sometimes challenging dogs who are still working on becoming good canine citizens.
8. Ability to operate computers without assistance.
9. Mature, ability to work independently and use good judgment to solve problems.
10. Ability to take direction from Adoption Supervisors, Managers and Directors.

DUTIES AND RESPONSIBILITIES

Adoptions
· Directing and supervising adoption staff and volunteers, including satellite staff.
· Perform adoption consultations as needed; processing of adoptions as necessary, including vaccinating and microchipping.
· Daily review of adoptions processed paperwork, Petplan activations are done, and Welcome Home Program information is delivered to veterinary clinics.
· Assists in training of new staff and volunteers
· Ability to give direct, constructive feedback to staff in a timely, respectful manner
· Delegation of duties to staff to ensure smooth delivery of all services
· Communicate promptly with Manager of Adoption
· Communicate effectively with all staff, volunteers and customers with exemplary service skills
· Ensuring all clients receive impeccable service
· Delivering feedback to Manager regarding staff and service issues
· Be guided by and guide by empathy and being trauma informed with a harm reduction lens for true community service.
· Other duties as assigned

Retail Operations

• Develop knowledge about other services provided by the Society and find opportunities to match available services to interested clients
• Handle cash and cash balancing
• Provide direct and constructive feedback to staff in a timely, respectful manner
• Deliver feedback to Manager Adoptions and Retail Operations regarding staff and service issues
• Delegate duties to staff to ensure smooth delivery of all services
• Work with other staff and volunteers as required
• Support evaluation of customer feedback and optimization of processes and systems to continually improve customer experience
• Processing retail sales and other transactions on computerized cash register
• Open or close of Pet Shop as part of daily routine
• Stock shelves and participate in general upkeep of the Pet Shop
• Daily monitoring of order management including returns, inventory issues, payment issues etc.
• Support back-end payment operations
• Update retail site as required
• Order inventory in Manager Adoptions and Retail Operations absence
• Set up and take down retail displays for special events as required, including transporting of fixtures and merchandise in WHS vehicle
• Greet clients promptly and courteously and determine their service requirements
• Resolve customer inquiries in a timely manner
• Offer exemplary customer service and coach and mentor staff on customer service expectations
• Communicate with Manager Adoptions and Retail Operations to ensure merchandise is available at the Pet Shop
• Other duties as reasonably assigned

DUTIES AND RESPONSIBILITIES:

1. Educate the public about our services and policies in a manner that is respectful and informative.
2. Promptly and courteously greet clients and determine their service requirements.
3. Answer telephone and return voicemail and email messages in a prompt and polite manner.
4. Process adoptions in their entirety and make sure animals go home with all relevant items and medications.
5. Develop knowledge about the other services provided by the WHS and find opportunities to match available services to interested clients.
6. Demonstrate proficiency with computers and accuracy with data entry.
7. Perform animal maintenance (clean-up) in kennels & rooms as required.
8. Participate in social media videos or photos to help promote adoptable animals.
9. Keep all shared spaces organized and clean, especially the front desk.
10. Report to Adoptions Supervisors and follow their instructions.
11. Other duties as reasonably assigned.

ACCOUNTABILITY

Directly accountable to the Manager, Adoptions and Retail Operations.