Pet Support Services Counselor

FLSA: Non-exempt (Hourly) REPORTS TO: Pet Support Services Supervisor REVISED: 07/11/2026 SUPERVISES: None REVIEWED: 04/19/2026 Position Summary: Responsible for interacting with guests to provide information in response to inquiries about services offered by the organization. Responsible for the resources necessary to keep pets with owners.

Responsible for the care and concern for animals in the initial shelter intake.

Essential Duties and Responsibilities

Answers guests' questions and provides accurate information on The Animal Foundation’s policies and procedures in person or on the telephone. Provides resources and referrals for pet owners needing assistance. Obtains and ensures detailed records are kept on animals entering the shelter. Triage incoming animals; ensures that all animals are properly tagged with animal identification numbers issued through the Chameleon software system; takes photos for every animal upon arrival and ensures the photo is uploaded to Chameleon; performs Parvo test, verification of death, or vaccinates the animal, as applicable.

Creates a kennel card. Assists guests with completion of setting appointments. Receives incoming telephone calls, checks voice mail messages throughout the day, and makes follow up calls to ensure accurate and timely information is provided to guests. Handles a variety of animals throughout the day. Cleans kennels in compliance with proper cleaning protocols.

Processes return to owner transactions; sets up a microchip, if needed, and assures vaccinations are up to date; issues licenses and rabies vaccination certificates/tags if absent; assures animals are spayed or neutered or authorized by the applicable Animal Control department to remain intact. Ensures that all necessary forms and supplies are available and in adequate supply.

Dresses appropriately to project a positive image to the public. Contributes to the efficiency and effectiveness of the organization’s service to its guests by offering suggestions and participating as an active member of a work team. Provides responsive, meaningful and compassionate service to all guests. Assist to achieve a high volume of animal participation in Enrichment activities, including in kennel enrichment as well as running for playgroup.

Other duties as assigned.

Education and Experience

HS/GED minimum Minimum of one (1) year of customer service experience Equivalent combination of formal education and appropriate related experience may be considered. License & Certification Requirements: ● The incumbent may hold a valid driver’s license for a minimum of three (3) years and maintain an acceptable driving history.

Required Knowledge and Skills: Knowledge of: ● Principles and practices of customer service. ● Basic knowledge of administrative practices and procedures. ● MS Word, MS Excel, Google Chrome, Google Apps and other basic computer related skills. Skill in: Techniques for dealing effectively with co-workers and the public, both in person and over the phone Communicating effectively in oral and written form.

Correct business English, including spelling, grammar and punctuation. Animal handling and reading body language Working Conditions and Physical Effort: Physical ability and mobility to walk, reach with hands and arms, climb, balance, stoop, kneel, crouch and crawl. Strength to lift and/or move materials weighing up to 50 pounds frequently, 75 pounds occasionally.

Vision to read printed materials. Stamina to sit and work at a computer for extended periods of time. Hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation. Team Members are continuously exposed to animals, animal waste, pet dander, peanut butter, cleaning chemicals, high noise and potentially hazardous conditions, including the risk of animal bites and occasional work outdoors for extended periods of time while exposed to cold and extremely hot temperatures.

All Team Members work in a culture of continuous improvement and are expected to support our mission. Team members must be able to clearly articulate our goals, actively participate in outstanding guest service and accept responsibility for maintaining our culture of philanthropy. This job description is intended to describe the general nature and level of work expected of this position.

This description is not intended to be construed as an exhaustive listing or description of all responsibilities, duties and skills required of incumbents in the job. I have read and understand the above to be a general description of the duties, physical demands and occupational exposures of the position for which I am being hired.