Job Description Summary
The Animal Care Specialist – A is responsible for achieving successful dog, cat, puppy and kitten adoptions to forever homes. The Adoption Counselors must support the mission of the Mary S. Roberts Pet Adoption Center and ensure all pets are handled in a humane, positive manner.
Main Responsibilities/Functions
- Greet visitors promptly and courteously upon arrival at the Adoption Center and ensure they sign in.
- Respond to phone calls and emails, providing accurate information and resources to all inquiries.
- Become familiar with the names, behaviors, and personalities of all animals to help match them with suitable adopters.
- Accompany first-time guests through the kennels and/or cattery, offering information and guidance.
- Review adoption applications and ask appropriate follow-up questions to help ensure successful matches.
- Learn and correctly utilize ShelterLuv software for adoption processing and record-keeping.
- Manage all transactions at the Pet Store, accurately handling cash, checks, and other forms of payment.
- Help with the cleaning and upkeep of kitten condos, cattery, kennel, isolation and observation areas when required.
- Keep the front counter clean and visitation rooms, especially after contact with animals.
- Clean, mop, and sanitize the front lobby promptly in the event of pet accidents.
- Review and assemble adoption folders, ensuring all documentation is accurate and up to date.
- Support laundry duties to maintain a clean and sanitary environment.
- Engage in animal socialization by walking dogs and spending time with them in play areas.
- Socialize cats through gentle handling, petting, and interactive play.
- Complete all assigned daily side work to maintain a clean and organized environment.
- Perform additional duties as assigned to support the overall operations of the Adoption Center.
Qualifications/Skills
- 2-3 years of Customer Service experience including phone and face to face.
- Able to understand the importance of working as a team.
- Computer skills; including word and excel.
- Excellent verbal and written communication skills.
- Comfortable handling all sizes of cats and dogs.
- Respectful and positive attitude in handling of the animals.
- Willing to work a flexible schedule.
- Must be able to comfortably lift a minimum of 25 pounds.
Competencies
- Attendance & Reliability: Maintains consistent and punctual attendance. Follows instructions accurately and responds positively to management guidance. Delivers high-quality work in a timely manner, honors commitments, manages time effectively, and takes ownership of responsibilities.
- Customer Service: Demonstrates respectful, courteous, and empathetic interactions with both internal and external customers. Anticipates needs, listens attentively, and responds promptly to concerns. Navigates emotionally sensitive situations with professionalism and care. Actively seeks opportunities to enhance service delivery and fosters a culture of respect, inclusion, and open communication.
- Diversity & Inclusion: Collaborates respectfully and productively with individuals of all backgrounds, embracing and valuing diversity in race, gender, age, culture, and experience. Recognizes and appreciates the contributions of team members from all walks of life.
- Ethics & Integrity: Maintains confidentiality and demonstrates honesty in all professional interactions. Acts in accordance with organizational values, avoiding conflicts of interest and inappropriate conduct. Represents the organization with integrity, transparency, and accountability.
- Teamwork & Collaboration: Engages constructively with colleagues, actively listens, and responds with thoughtful feedback. Offers support and shares expertise willingly. Acknowledges and values the contributions of others, prioritizes team goals over individual interests, and fosters a positive and cooperative work environment.
Physical Requirements & Work Environment
- This position requires the ability to perform essential physical tasks, including but not limited to standing, walking, sitting, speaking, and hearing. Must be able to bend, squat, kneel, stoop, reach overhead, and perform repetitive hand and finger motions, such as typing or operating a computer.
- Must have the ability to lift, push, or pull up to 50 pounds on a regular basis, including restraining animals and handling food or supply items.
- The role involves frequent movement of the neck and torso, including bending, twisting, and reaching.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
- Work is performed in an office setting located within an animal shelter environment. The individual must be comfortable working in conditions that may include loud noise, such as barking, and exposure to animals of various species, sizes, and temperaments.
Culture of Philanthropy & Event Preparation
At the Mary S. Roberts Pet Adoption Center, we embrace a culture of philanthropy—where every team member, regardless of role, plays a part in advancing our mission. All employees are expected to support this spirit by positively representing our work, participating in fundraising efforts, and helping foster meaningful relationships with our supporters.
Participation in our two major fundraising events—Walk with the Animals and Barktoberfest—is a companywide expectation. These events are crucial to funding our lifesaving work, and we count on every staff member’s support. All employees, regardless of position, are expected to contribute their time and talents unless alternate arrangements are made in advance with their supervisor.
As part of our ongoing commitment to creating a culture of philanthropy, all staff members are expected to actively contribute to the organization’s fundraising efforts. This may include soliciting donations, participating in fundraising events, and helping promote initiatives that support our mission. Staff will have the opportunity to be recognized for their involvement in key fundraising activities. We encourage all employees to engage in these efforts and work together to advance the success of our programs.
Other
Equal Employment Opportunity Statement
The Mary S. Roberts Pet Adoption Center is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Job Description Disclaimer
This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Duties may change at any time with or without notice as business needs evolve.
Animal Welfare Work Environment
This position may involve direct contact with animals of varying temperaments and medical conditions. Employees must be comfortable working in an environment where humane euthanasia may occur and where exposure to pet dander, waste, cleaning agents, and zoonotic diseases is possible. Physical requirements may include lifting up to 50 pounds, standing for extended periods, and handling animals safely and compassionately.
All employees are expected to support the mission, vision, and values of the Mary S. Roberts Pet Adoption Center, including a commitment to animal welfare, lifesaving work, and community engagement. A deep sense of compassion, emotional resilience, and a team-oriented mindset are essential to success in this role.
Pay: $17.00 - $20.00 per hour
Application Question(s):
- 1. When a customer is upset or frustrated, your first instinct is to...
A. Stay calm and listen carefully to understand their issue.
B. Try to quickly offer a solution before they finish talking.
C. Ask another team member to handle it.
D. Get defensive — it’s hard when customers are rude.
- 2. You’ve just received negative feedback from a customer. You...
A. Reflect on it and see what you can do better next time.
B. Feel discouraged and take it personally.
C. Ignore it — you can’t please everyone.
D. Ask your supervisor for advice on how to improve.
- 3. A coworker is struggling with a long line of customers. You...
A. Step in and help as soon as you can.
B. Wait to be asked — you don’t want to interfere.
C. Focus on your own work.
D. Complain that the shift is too busy.
- 4. When learning something new at work, you prefer to...
A. Take notes and ask questions until you fully understand.
B. Try to figure it out as you go.
C. Wait until someone tells you exactly what to do.
D. Avoid new tasks if possible.
- 5. A customer asks a question you don’t know the answer to. You...
A. Admit you’re not sure but promise to find out and follow up.
B. Make your best guess to keep things moving.
C. Redirect them to someone else.
D. Avoid the question.
- 6. How do you feel about working in a fast-paced environment?
A. Energized — I like staying busy.
B. It can be stressful, but I can manage.
C. I prefer a slower environment.
D. I find it overwhelming.
- 7. Your manager gives you feedback on your performance. You...
A. Appreciate the feedback and use it to grow.
B. Listen but don’t really change much.
C. Feel annoyed — you think you’re doing fine.
D. Get defensive and argue your point.
- 8. Which statement describes you best?
A. I’m patient and understanding.
B. I’m efficient but sometimes blunt.
C. I’m quiet and prefer to work alone.
D. I’m assertive and like being in charge.
- 9. When working on a team, you are usually the one who...
A. Encourages others and keeps morale high.
B. Follows directions and completes your part.
C. Stays in the background.
D. Likes to take control of decisions.
- 10. What motivates you most at work?
A. Helping people and making their day better.
B. Meeting goals and earning recognition.
C. Having predictable routines.
D. Finishing your shift and going home.
Work Location: In person
