This isn’t just a customer service job. It’s an opportunity to make a difference.

Some people see this role and think front desk, adoptions, and lost and found.

We see something much bigger.

We see the first hello when someone walks through our doors. We see the excitement of a family finding their new companion, the relief of someone being reunited with a lost pet, and the comfort of having someone compassionate to turn to during a difficult situation.

Every day brings something different. You might be helping someone navigate the adoption process, answering questions about an animal in need, supporting someone who has lost a beloved pet, or simply making sure every visitor feels welcomed and supported.

We're looking for someone who genuinely enjoys working with people. Someone who is approachable, patient, organized, and understands that great customer service is about more than answering questions. It's about listening, finding solutions, and making people feel heard and cared for.

You don't need to know everything about animal welfare or shelter operations when you walk through our doors. We're happy to help you learn. What matters most is your ability to communicate with compassion, adapt to changing priorities, and approach every interaction with kindness and professionalism.

The right person for this role is comfortable balancing a variety of responsibilities, can remain calm when things get busy, and understands that some conversations require an extra level of patience and empathy. They enjoy being part of a team, are willing to learn different areas of the department, and take pride in creating positive experiences for both people and animals.

At HSOMH, customer care is an important part of animal care. By supporting the people who come to us for help, guidance, and support, you play a meaningful role in the lives of the animals and the community we serve.

If you're someone who enjoys connecting with people, loves animals,



and wants to be part of a team where your work makes a difference every day, we'd love to meet you.

This isn't simply a job answering phones or working at a front desk.

It's an opportunity to make a difference in the lives of people and animals, one interaction at a time.

What You Bring To The Role:

- High school diploma or equivalent required; post-secondary education in business, customer service, animal care, or a related field is an asset.
- Previous customer service experience required; experience in an animal shelter, veterinary setting, animal care, adoptions, or lost and found services is an asset.
- Knowledge of animal health, behaviour, welfare, and responsible pet ownership, with the ability to learn and communicate relevant information to the public.
- Comfort working around and handling animals of varying sizes, species, and temperaments, while following established safety and handling procedures.
- Strong communication, interpersonal, and public relations skills, with the ability to communicate clearly and compassionately with a diverse range of people.
- Strong organizational and time-management skills, attention to detail, and the ability to manage competing priorities in a fast-paced environment.
- Proficiency with Microsoft Office and the ability to learn databases, point-of-sale systems, and other organizational software.
- Sound judgment, tact, diplomacy, discretion, and the ability to handle sensitive or emotionally charged situations professionally.
- Ability to work independently while contributing positively to a collaborative team environment.




- Flexibility to work assigned shifts, including weekends, holidays, and occasional overtime, as required by the position.
- Satisfactory criminal background check.

As with all roles at HSOMH, you will successfully perform and be measured on the following key competencies:
- Understands role, systems and processes
- Organizes tasks and assignments
- Ensures accuracy and completeness in work delivery
- Maintains focus and prioritizes use of time
- Completes work within expected timeframe, takes initiative
- Works well without close supervision, initiates action
- Observes assigned work hours, is conscientious of time management
- Accountable for all actions and areas of responsibility
- Uses creativity and problem-solving skills to arrive at positive solutions
- Strives to produce results of a high standard
- Positive and approaches all interactions with a customer service mindset
- Consistently conducts themselves at a high standard
- Maintains composure and performs well under pressure
- Listens, understands, and expresses themself clearly and openly
- Has patience, tolerance and demonstrates empathy
- Eagerly supports and encourages team success
- Can be relied upon by others for the completion of work and as a teammate
- Assumes responsibility for all instances of behaviour
- Treats others with respect in all instances
- Uses creativity to solve problems positively

Note: This position typically involves working in a shelter workplace with exposure to animals of various species and sizes. You may be required to handle animals of various species, sizes and temperaments. Depending on organisational needs, you may also be required to on occasion work evenings, unscheduled weekends, or holiday hours. The job may also involve physical tasks such as lifting, bending, and standing for extended periods. Pay: $20.81 per hour

Work Location: In person

📌 Customer Care Team Member (Oakville)
🏢 Oakville u0026 Milton Humane Society
📍 Oakville