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Adoptions & Customer Experience Specialist

Title: Adoptions andCustomer Experience Specialist

Reporting to: Manager, Shelter Services

Status: Part‑time, Contract (12 months)

Compensation: $19.00/hour (probationary rate), $20.61/hour (post‑probation)

POSITION SUMMARY

We are seeking to fill a 12‑month vacancy, with the possibility of extension based on organizational needs.

We are currently looking for a dedicated individual to join our team as an Adoptions and Customer Experience Specialist. 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.

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 skilled in a rapid‑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

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Apply on Kit Job: kitjob.ca/job/2g9gcq

📌 Adoptions & Customer Experience Specialist (Peterborough)
🏢 Peterborough Humane Society
📍 Peterborough