Adoption Specialist

Adoption Specialist

The Adoption Specialist guides visitors through the adoption process and helps connect adopters with pets who are a good match for their needs and lifestyle. This position shares relevant behavioral and medical information about animals in SPCA care, facilitates pet meetings, processes adoptions, and provides pet-care education and support.

The Adoption Specialist provides excellent customer service by phone, email, and in person and engages prospective adopters through a conversational, inclusive, and judgment-free adoption process. Success in this role requires the ability to listen openly, understand different perspectives and approaches to pet ownership, and help adopters make informed decisions without imposing personal preferences or expectations.

This position is responsible for maintaining accurate adoption records and paperwork, using computer-based systems throughout the adoption process, handling a variety of animals safely and compassionately, assisting with cleaning and disease-prevention activities as needed, and working closely with Animal Care and other teams to support timely pet meetings and positive adoption outcomes.

The role requires strong customer service, communication, computer literacy, sound judgment, adaptability, and a collaborative approach in a fast-paced animal welfare environment.

Schedule Typically 9:45-6:15 5 days a week. The schedule varies based on operational needs and may include weekdays, weekends, holidays, emergency coverage, and inclement weather coverage as needed.

Our Core Values:
Hell, Yeah! Be Kind Do What You Say Forward Focused Loose & Wiggly Drop the Mic

Adoption Services & Customer Experience

• Guide prospective adopters through the adoption process by providing compassionate, professional, and responsive customer service in person, by phone, and through electronic communication.
• Engage adopters in open, conversational discussions to understand their needs, lifestyle, expectations, and preferences.
• Help adopters identify pets who may be a good match while recognizing that responsible pet ownership may look different across individuals and households.
• Approach conversations with curiosity, respect, and an open mind rather than seeking predetermined or "right" answers from prospective adopters.
• Share relevant behavioral, medical, and care information about pets to help adopters make informed decisions.
• Provide pet-care education and answer questions related to adoption, pet ownership, and available organizational resources.
• Support conversations related to pet retention, rehoming, scheduling, pet meetings, and other adoption-related services.
• Facilitate positive interactions and pet meetings between prospective adopters and animals in SPCA care.
• Maintain professionalism, compassion, and sound judgment during sensitive or emotionally challenging conversations.

Adoption Processing & Recordkeeping

• Process adoption paperwork accurately and in a timely manner.
• Enter, update, and maintain accurate adopter, animal, and adoption information in organizational databases, CRM systems, shelter management systems, and other technology platforms.
• Complete required daily tasks, reports, checklists, and documentation.
• Maintain efficiency, accuracy, confidentiality, and attention to detail when handling adopter and organizational information.
• Use computers and electronic systems efficiently throughout the adoption process.
• Learn and adapt to changes in programs, procedures, technology platforms, and organizational workflows.

Animal Handling & Operations

• Safely and compassionately interact with and handle animals of varying sizes, ages, temperaments, and medical or behavioral conditions.
• Work closely with the Animal Care…