Adoptions Team Lead

Job Title: Adoptions Team Lead

Department: Customer Service

Salary Range: $16/hour

Job Code: Non-Exempt

Reports To: Director of Animal Initiatives

Job Status: Full-Time

Revision Date:March 18, 2024

The Adoptions Team Lead (ATL) will serve as a liaison between adopters and the shelter, recognizing that adopters are vital to the shelter's success. Overseeing four Adoption Counselors, the ATL maintains a welcoming environment and ensures a professional, consistent, and courteous experience for visitors. In this role, the ATL motivates the Adoption Team to engage in proactive matchmaking, facilitate conversation-based adoptions, create innovative and mission-based promotions, and provide friendly and courteous customer service to all clients.

§ The adoption Team Leader sets and maintains high customer service standards for the adoption staff, who are often the public face of the shelter and leads the team in providing exceptional customer support.

§ Actively engages in open, dialogue-based adoption practices and assures that staff are following that same practice.

§ Proficient in applying Standard Operating Procedures.

· Supervises, schedules, supports, and assists Adoptions personnel to meet or exceed established standards. Ensures all services are delivered professionally.

· Works with and motivates Adoptions staff, and encourages them to present new ideas, solutions, and promotions.

· Engages visitors in HSWC’s vision and mission, via the promotion of events, fundraising opportunities, and programs.

· Fosters a sense of belonging to volunteers, especially those who work closely with Adoptions staff.

· Promotes discussing our animals with potential adopters in a positive light, keeping personal opinions and preferences aside.

· Makes himself/herself present on the adoption floor, facilitating adoptions, answering phones, showing animals, and greeting patrons as needed.

· Reports to the Director of Animal Initiatives any feedback or concerns in the Adoptions Department

· Interacts with animals and handles individual animals in a caring and respectful manner.

· Fosters a positive work environment.

· Works in a manner that reflects a safe environment for animals, the public, volunteers, and other employees.

· Resolves elevated customer questions, concerns, and complaints promptly.

· Exhibits an attitude that we are one organization and advocates assisting other departments when the need arises (at times staff will need to jump in to assist another department.)

· High School Diploma or GED.

· 1 yr. Supervisory experience is required.

· Animal/sheltering background a plus!

· Ability to work weekends and holidays.

· Basic knowledge of animal breeds, animal health, sex, and age of animals.

· Advanced interpersonal and communication skills, even in tense (escalated) situations.

· Working knowledge of open-admission shelter operations is strongly preferred.

· Ability to work in a fast-paced environment and to pivot if departmental directives quickly change based upon the situation.

· Ability to expertly oversee staff and lead volunteers.

· Ability to work with limited supervision and make decisions based on established policy/procedures.

· Advanced computer skills.

· Valid driver’s license (Insurable driving record)

· Criminal record check void of felony arrests or convictions

· Proof of rabies vaccination, positive titer in the last year, or ability to receive pre-exposure rabies vaccine within 90-day introductory period.

· Basic understanding of animal care standards, the humane treatment of animals, and positive animal training philosophies.

Working Conditions

Work environment may have regular exposure to adverse environmental conditions, such as zoonotic disease, parasites, dirt, dust, pollen, odors, humidity, rain, fumes, temperature and noise extremes, pathogenic substances, animal attacks or animal bites. The noise level in the work environment can be very loud. Occasional lifting of up to 50 pounds with reasonable accommodation. Standing on feet for 8 – 10 hours per day. Computer usage.

Employment Disclaimer: This job description is not a contract. Management reserves the right to change its contents at any time. The HSWC complies with guidelines set forth in the Americans with Disabilities Act of 1990 and does not discriminate based on race, color, religion, national origin, ancestry, sex, age, disability, or status as a disabled veteran or veteran of the Vietnam era. This organization is an Equal Opportunity Employer. The Humane Society of Washington County is an at-will employer.

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Day range:

• Monday to Friday
• Rotating weekends

Shift:

• 8 hour shift
• Day shift

Work setting:

• In-person

Ability to Relocate:

• Hagerstown, MD 21740: Relocate before starting work (Required)

Work Location: In person