Associate, Adoption Services

Job Summary

The Associate, Adoption Services serves as the “front face” of PAWS Chicago, ensuring an exceptional level of customer service is delivered to all customers, volunteers, and staff interacting with the Lincoln Park Adoption Center. As a member of the Adoption Services Team, the Associate is responsible for welcoming and engaging guests, volunteers, and adopters while executing the tasks critical to the day-to-day adoption program operations at the Lincoln Park Adoption Center. This position works closely with volunteers and other staff members. The Associate, Adoption Services should be passionate about PAWS Chicago’s purpose and mission.

Duties and Responsibilities

Guest Experience

• Provide exceptional customer service to all adopters, volunteers, and visitors at the Lincoln Park Adoption Center.
• Maintain a professional and customer-focused attitude in all circumstances; set a positive tone among staff, interns, and volunteers.
• Respond to email and phone inquiries in a timely manner; assist guests with questions.

Adoption Matchmaking

• Review adoption applications and interact with adopters; provide guidance to clients in selecting the right animals for their homes.
• Review animals’ medical files and discuss behavioral traits, health history, and lifestyle needs of specific animals with potential adopters.
• Be comfortable discussing complex animal behaviors and backgrounds in a vernacular that can be easily understood.
• Understand and communicate tenets of pet ownership, animal care, PAWS Chicago’s adoption policies, and training suggestions with potential adopters.

Adoption Program Operations

• Perform opening and closing duties included but not limited to: stocking supplies, reconciling reports, processing merchandise, and adoption transactions.
• Utilize web-based tools including Shelterluv, Salesforce, and Volgistics to process adoptions, maintain the adoptions pages of the website, and view the volunteer schedule.
• Support a team of interns and volunteers in assisting with adoption program operations; guide, coach, and empower interns and volunteers to execute program responsibilities.
• Complete other duties as assigned.

Requirements

• This position is designed for a Tuesday through Saturday schedule. Applicants should be available to work these days on a regular basis.
• Share a passion for animals and communicating PAWS Chicago’s no-kill model to the general public.
• Excellent skills in customer service and discernment.
• Ability to multitask in a fast-paced environment.
• Availability to work holidays, weekends, and evenings.
• Ability to work with both dogs and cats.
• Excellent organizational skills with a keen attention to detail.
• Knowledge of Microsoft Office including Excel, Word, and Outlook.
• Proficient in web-based CRM tools.
• Strong communication skills (both written and verbal).
• Excellent teamwork skills.
• Ability to lift and move up to 40 lbs.
• Ability to stand for sustained periods of time.