The posting
Job Summary Adoption Agents, under the direction of the Manager, Adoptions, will be primarily responsible for matching potential adopters with appropriate shelter pets through the daily operation of all adoption programs. This role involves guiding adopters through the adoption process, providing species-specific animal care advice, maintaining accurate records, and representing Toronto Humane Society with professionalism and empathy. Adoption Agents play a key role in ensuring that animals find a safe, loving home while delivering a positive experience for adopters.
Job Duties
Guide adopters through counselling sessions, meet-and-greets, and paperwork for their new companion animal. Oversee all aspects of the adoption process and ensure appropriate matching and placement of animals into new homes. Provide information to members of the public and adopters on species-specific animal welfare.
Including, but not limited to, husbandry, training, medical health, behaviour, and enrichment techniques.
Work closely with the other shelter departments to provide exceptional support to adopters. Ensure digital profiles for adoptable animals are up-to-date with all relevant adoption information. Handle base level client concerns related to adoption.
Escalate issues to leadership when necessary.
Answer client adoption inquiries via email and phone providing accurate information with professionalism, courtesy, and respect. Attend on-site and off-site adoption events and other events as they relate to Toronto Humane Society activities and programs. Be an active, engaged, and collaborative member of the adoption team, maintaining a positive attitude and work ethic. Place animal welfare first and foremost in daily tasks and work as an integral member of the Toronto Humane Society team committed to achieving our organizational mission. Present a positive and professional image of the organization when interacting with donors, employees, clients/customers, visitors, volunteers and other community partners. Attend and participate in workshops, seminars, and in-service training to further education, skills, and training. Be aware of and work within the regulations of all Toronto Humane Society policies and protocols. Work in compliance with the provisions of the Occupational Health and Safety Act (OHSA) and its regulations, including understanding and adhering to the requirements of the Health and Safety Manual, and any other rules and regulations established by the Toronto Humane Society. Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society.
Foster, promote, support and drive inclusion and influence others to promote, embrace and progress Diversity, Equity, and Inclusion at Toronto Humane Society. Other duties as required in the day-to-day operation of the Society.
Job Requirements
High school diploma or equivalent. Minimum of one year of experience in a customer service or client-facing role, preferably in an animal-related, social service, or community-based environment. Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job. Affection for animals, concern for their welfare, and strong knowledge of animal care and training. Ability to safely and confidently handle a diverse range of animal species and temperaments, including large-breed dogs displaying jumpy or mouthy behaviours, fearful or nervous cats, and shy or energetic small exotic animals. Superior interpersonal skills including telephone manner that allow one to work effectively in a diverse environment. Must demonstrate effective verbal and written communication skills. Organized with meticulous records maintenance skills and attention to detail. Ability to deal with people sensitively, tactfully, diplomatically, and professionally at all times. Ability to prioritize and manage conflicting demands. Highly flexible with the ability to respond quickly in a dynamic and changing environment. Ability to work individually as well as part of a team with minimal supervision and direction. Proficient in Microsoft Office programs (including Microsoft Teams, Word, Excel, and PowerPoint) Ability to adapt to new technology.
Work Conditions
Flexible hours including evenings and weekends Attendance and participation in training Operation of computer and peripherals Interaction with public, employees, and management Working in a busy office environment with frequent interruptions Occasional overtime Involves the lifting, carrying, pushing, and/or pulling of heavy to moderately heavy objects, materials, and live animals. Performance of essential functions may require exposure to adverse environmental conditions, such as dirt, dust, odors, noise extremes, hazardous materials, bright/dim lights, toxic agents, animal attacks, animal bites, disease, pathogenic substances, or rude/irate customers.
