Intake & Adoption Counselor

Humane Society for Hamilton County • Fishers, IN

3d • Onsite

About The Position

At the Humane Society for Hamilton County, our Intake & Adoption Counselors are often the first people someone meets when they walk through our doors—and sometimes the last person they speak with before taking their new family member home. We're looking for someone who can make people feel welcome, stay calm when emotions are high, and keep dozens of moving pieces organized without losing sight of why the work matters. This isn't ordinary front-desk customer service. Some conversations will be joyful. You'll watch families meet the animal they've been waiting for and help make the adoption official. Others may be difficult. Someone may have lost their pet. Someone may believe they can no longer keep an animal they love. An adopter may be frustrated. The lobby may be busy, the phone may be ringing, and three people may need you at the same time. You'll need the empathy to understand what someone is going through and the judgment to figure out what needs to happen next. It's fast-paced. It's emotional. Plans change quickly. But if you're someone who can stay kind under pressure, genuinely enjoys helping people, and wants your work to directly help animals find and stay in loving homes, this could be exactly where you belong.

Requirements

• At least one year of customer service experience
• Genuinely enjoy working with people from many different backgrounds and circumstances
• Comfortable having conversations that can sometimes be emotional, stressful, or difficult
• Communicate clearly and professionally in person, by phone, and through email
• Can multitask without making the person standing in front of you feel like they're just another task
• Comfortable using computers, Microsoft Office, email, and database systems such as PetPoint
• A self-starter who can recognize what needs attention and take initiative
• Can problem-solve, prioritize, and pivot quickly when the day changes unexpectedly
• Perform physical activity including bending, standing, and lifting throughout an 8–10 hour workday
• Flexible to work nights and weekends
• Comfortable working in an animal-shelter environment with animal sounds, odors, hair, and allergens
• Believe every life is worth saving—our No-Kill Philosophy and “whatever it takes” culture are part of who we are

Nice To Haves

• Fear-Free Certified or willing and able to become certified

Responsibilities

• Reviewing and pre-approving adoption applications and helping match adopters with appropriate animals
• Completing adoption paperwork and speaking with prospective adopters about placement
• Processing animal intakes and providing shelter-diversion resources when appropriate
• Helping reunite lost animals with their families
• Providing animal-welfare information and resources to the public
• Greeting visitors and helping them find the right department or service
• Answering calls, emails, and customer questions
• Entering accurate information into PetPoint
• Processing donations and completing end-of-day cash and credit-card reconciliation
• Working closely with other HSHC departments
• Keeping customer-facing areas clean, organized, and welcoming

Benefits

• Medical, dental, and vision insurance
• Short- and long-term disability coverage
• FSA/HSA options
• Life insurance
• 401(k) matching
• Generous vacation and PTO accruing from day one
• A robust employee pet-benefits program, including discounted veterinary care and select free pet supplies

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed