Adoptions & Client Service Lead

East Bay SPCA is a 501(c)3 non-profit committed to the welfare of dogs and cats in Alameda and Contra Costa Counties. Our mission is to transform the lives of cats and dogs by enriching the human-animal bond through respected and accessible expertise. Established in 1874, East Bay SPCA has a long history of compassionate care and receives no funding from any national organizations. You can find more information about East Bay SPCA on our website at www.eastbayspca.org.  

The Adoptions and Client Service Lead (ACSL) role is an exciting opportunity to play a key part in strengthening the human-animal bond at one of the oldest animal welfare organizations in the country.  

The ACSL oversees the daily operations of the public reception area under the guidance of the Adoptions and Intake Supervisor. The ACSL provides timely, accurate, and welcoming customer service at our Oakland Shelter. The ACSL works with Customer Care Associates, providing guidance and coaching to deliver professional and courteous customer care. The ACSL also provides appropriate and efficient animal care and maintains a clean and orderly work area. This role plays an important part in setting a compassionate, accessible, and professional tone for our customers as we help them navigate their individual needs. As the first escalation receiver/responder for customer situations, the ACSL models high standards of interpersonal communication with customers, staff, and volunteers. This position requires an individual who can lead by example and who is a confident decision maker. The ACSL also serves as a liaison for all customer care and adoption counseling volunteers, facilitating a rewarding volunteering experience.  

This position serves as a key resource for owner surrenders, owner-requested euthanasia (ORE) coordination, and adoptions, while maintaining flexibility to assist with daily shelter operations during high-volume periods. The role works under the direction of Customer Care Supervisor and supports shelter-wide priorities. 

The Adoptions and Client Service Lead (ACSL) is also responsible for basic animal care (feeding and cleaning) and disease control in all assigned animal habitats and kennels.  

Category: Full-time; Non-exempt 

Location: Oakland 

Reports to: Customer Care Supervisor/Shelter Operations Director  

Benefits: East Bay SPCA offers a comprehensive benefits package designed to support the well-being and future of our employees. Medical and dental benefits are fully covered, along with optional vision coverage. Employees can plan for their future with a 401(K) Retirement Plan featuring a 3% company contribution, life insurance, short-term and long-term disability insurance, and an Employee Assistance Program. The company also provides generous paid time off, starting at 120 hours per year, increasing to 160 hours after 5 years, and 200 hours after 10 years, plus 80 paid holiday hours annually and an additional personal holiday after one year. Employees enjoy extra perks such as the Pets at Work Program, waived pet adoption fees, discounted veterinary care, behavior and training classes, up to $75/month public transit/vanpool commuter reimbursement, and various industry discounts, including Pet Food Express. 

Responsibilities 

• Serve as a primary point of contact for owner surrender and ORE inquiries 
• Conduct compassionate, trauma informed conversations explaining processes, timelines, and expectations 
• Gather detailed behavioral, medical, and historical information from pet owners 
• Ensure all surrender and ORE documentation is accurate, complete, and policy compliant 
• Coordinate scheduling and handoffs with Shelter Medicine, Behavior, and Animal Care teams 
• Maintain professionalism and empathy during emotionally charged end of life discussions 
• Perform adoption counseling, complete necessary paperwork, and ensure customers are connected to the right resource quickly. 
• Introduce clients to animals that are available for adoption and facilitate adoption matches between people and animals. 
• Provide adopters with general education on pet care, expectations, and next steps regarding appropriate training. 
• Verify all monetary transactions and reconcile them with end of day reports before submitting to the Adoptions and Intake Supervisor or Closing Manager each day. 
• Assist with animal care tasks as needed, including feeding, cleaning, enrichment, and moving animals within the facility 
• Safely handle animals of varying sizes, ages, and temperaments, including those experiencing stress or fear 
• Observe and report animal health or behavior concerns to appropriate staff 
• Assist with maintaining accurate records in the shelter management system 
• Participate in cross departmental communication to ensure smooth daily operations 
• Deliver respectful, equitable, and compassionate service to all community members 
• Deescalate challenging interactions while maintaining organizational boundaries and policies 
• Represent East Bay SPCA values in all public facing interactions 
• Performs other duties as assigned. 

Qualifications 

• Minimum 1 to 2 years of experience in animal welfare, veterinary care, customer service, or a related field 
• Experience with owner surrender counseling, animal rehoming, adoption support, or shelter operations strongly preferred 
• Strong customer service and interpersonal communication skills 
• Ability to navigate complex, high pressure situations with professionalism and empathy in a fast paced, emotionally charged environment, maintaining a positive attitude while fostering strong, supportive relationships with clients and coworkers. 
• Proven organizational skills and demonstration of excellent, clear, and effective written and verbal communication skills with a diverse population, including coworkers, partners and the public. 
• Animal care knowledge of domestic animals including breeds, behavior, appropriate care and housing, common health problems, disease symptoms, and handling techniques. 
• Team oriented, adaptable, and willing to assist when and where needed 
• Treats all animals humanely, with compassion and concern, both on and off the job. 
• Maintains thorough, accurate documentation and consistently applies high attention to detail to ensure clarity, compliance, and operational efficiency 
• Spanish language skills strongly preferred 
• High school graduate or equivalent required. 
• Pre employment background check and drug screening required. We do not screen for cannabis use. 
• Valid California driver’s license required 

Working Conditions 

• Work is performed in an animal shelter environment with exposure to detergents, cleaning products, wet and humid environments, and seasonal outdoor conditions.  
• Must be competent for handling dogs and cats of all sizes, ages, and temperaments. Requires the ability to leash, walk, and maintain control over large and extra large dogs, which can include dogs 90 pounds and over. 
• Weekend work required: must be available to work evenings, holidays and occasional overtime as needed. 
• Animal contact and related injuries, including bites and scratches, may occur. May occasionally handle sick, injured, or deceased animals.  
• Noise exposure varies and often includes uncontrolled barking and other animal vocalizations.  
• Animal waste contact, smells, and visual exposure are prevalent.  
• Must be able to lift 50 pounds on a frequent basis and occasionally lift up to 75 pounds with assistance. 
• Must be able to push and/or pull over 50 pounds occasionally.  
• Frequent standing, walking, bending, twisting, crouching, kneeling, and stooping.  
• Eligible and approved drivers will occasionally transfer animals between all East Bay SPCA campuses and offsite locations (fleet vehicle provided or mileage reimbursement if using a personal vehicle). 

Salary : $25 - $26