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Adoption Counselor/Customer Service Representative

Peninsula Humane Society
Burlingame, CA
  • Posted: over a month ago
  • $20 to $23 Hourly
  • Full-Time
Job Description

Adoptions Counselor/Customer Service Representative

FLSA Status: Non-Exempt/ Full Time/Union

Salary: $20.00 to $23.00 per hour (DOE)

Who we are: Peninsula Humane Society & SPCA (PHS/SPCA) is a local, private, non-profit charitable organization dedicated to animal welfare. It is our mission is to build healthy relationships between people and animals. PHS/SPCA is truly an open admission shelter, not only accepting many pet animals who might be refused at other shelters, but also taking care of injured and orphaned native wildlife from San Francisco through San Mateo and the northern half of Santa Clara County. Our work means 6,300 lives saved each year. To learn more about us, visit

Who you are: Someone that truly believes in animal welfare and is ready to make a lasting impact in the lives of our adoptable animals. You have strong customer service skills, enjoy speaking with members of the public and are quick learner to develop the skills of being an efficient “matchmaker”.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

This is an on-site position; remote work is not available.

  • Perform job duties operating in a manner that is consistent with the goals/objectives of PHS, ensuring policies are being applied in a manner that is effective in reaching those goals.

  • Show animals available for adoption in an educational and informative manner, seeking to make logical and lasting matches by utilizing the animals’ medical and behavioral evaluations as well as the potential adopter’s profile information.

  • Counsel visitors on safe behaviors when meeting adoptable animals to ensure a positive experience for all and to prevent avoidable quarantines to animals like puppies and kittens that can play rough in adoption visits.

  • Be able to work with a diverse customer bases – listening to and communicating with various personality types to work towards positive adoption outcomes for the animals as well as the people we serve.
  • Actively make suggestions for more appropriate animals to adopters who may be looking at an animal that doesn’t quite fit their experience level – rather than simply saying no.
  • Participate in Behavior Playgroups to increase adoptability of shelter dogs.
  • Make additions to our website as new animals are brought up for adoption – including photos and bios. Also removing animals from our website in a timely fashion as they are adopted.

  • Daily care, cleaning and feeding of Adoptable Exotic Animals at Lantos, as well as educating the public and adopting them into suitable homes.

  • Maintain a positive, educational approach with a willingness to listen when dealing with the public, the staff and volunteers.

  • Administer microchip IDs to public animals at owner’s request.

  • Vaccinate dogs and cats and occasionally administer medication to exotic animals.

  • Counsel and work with the public on issues related to responsible animal care, such as spaying/neutering, vaccinations, vet care, identification, animal behavior, adoptions, etc.

  • Handle all counter transactions, which include, but are not limited to: adoption interviews, cashier duties, dog/cat licensing, and microchips/ID tags.

  • Provide spot cleaning in kennels and maintain the Adoption Center’s appearance throughout the business day. This also includes putting away donations, keeping shelter laundry running and other tasks associated with general cleanliness.

  • Safely handle and socialize all animals PHS/SPCA makes available for adoption, including exotics (birds, reptiles, mammals).

  • Work effectively under pressure to deliver results in a fast-paced environment.

  • Work professionally and effectively with the public, volunteers and fellow co-workers.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

  • Proficient using Microsoft office and Chameleon database.

  • Upon hire, must complete and pass a pre-employment screening and reference check.

  • Upon hire, must be fully vaccinated against Covid-19 and able to show COVID Vaccination Card as proof of vaccination.

  • Upon hire, must complete procedures to join union.

  • Possess a valid California driver's license with a satisfactory driving record, to be insured by our insurance company.

  • Good working knowledge of animal breeds, nutrition, general care, training and related information.

  • Knowledge, appreciation and respect for animals, including birds, reptiles, rodents and small animals.

  • Ability to work with and handle animals. Highly motivated toward the welfare and humane treatment of all animals.

  • Must demonstrate clear and professional communication skills, addressing issues as they arise with our shelter animals for quick resolution by Behavior or Veterinary staff, as appropriate.

  • Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Excellent Benefits Package Available

  • Medical /Dental /Vision/Life/ Flex Spending
  • Sick, Vacation and Holiday pay
  • Continued education opportunities/reimbursement
  • Employee Assistance Plan
  • Retirement plan & employer matching

Available to all employees with pets:

  • Free vaccines, spay/neuter, microchipping, and two pet adoptions
  • Discounted euthanasia services/cremation, bloodwork, urinalysis, prescription food, and discounts at our retail stores.

For more information about our available job opportunities and how to apply, please visit our website at

The Peninsula Humane Society & SPCA is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. EOE/M/F/D/V/SO

Peninsula Humane Society


Burlingame, CA
94010 USA



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