East Bay SPCA · 14 hours ago
Adoptions & Client Service Lead
Oakland Adoption Center - Oakland, CA 94621
Full-time
Onsite
Entry Level
$25.25/hr - $25.75/hr
1+ years expEast Bay SPCA is a 501(c)3 non-profit committed to the welfare of dogs and cats in Alameda and Contra Costa Counties. The Adoptions and Client Service Lead (ACSL) role oversees daily operations at the Oakland Shelter, providing customer service and guidance to staff while ensuring a compassionate environment for both animals and adopters.
Non Profit
Responsibilities
Serve as a primary point of contact for owner surrender and ORE inquiries
Conduct compassionate, trauma informed conversations explaining processes, timelines, and expectations
Gather detailed behavioral, medical, and historical information from pet owners
Ensure all surrender and ORE documentation is accurate, complete, and policy compliant
Coordinate scheduling and handoffs with Shelter Medicine, Behavior, and Animal Care teams
Maintain professionalism and empathy during emotionally charged end of life discussions
Perform adoption counseling, complete necessary paperwork, and ensure customers are connected to the right resource quickly
Introduce clients to animals that are available for adoption and facilitate adoption matches between people and animals
Provide adopters with general education on pet care, expectations, and next steps regarding appropriate training
Verify all monetary transactions and reconcile them with end of day reports before submitting to the Adoptions and Intake Supervisor or Closing Manager each day
Assist with animal care tasks as needed, including feeding, cleaning, enrichment, and moving animals within the facility
Safely handle animals of varying sizes, ages, and temperaments, including those experiencing stress or fear
Observe and report animal health or behavior concerns to appropriate staff
Assist with maintaining accurate records in the shelter management system
Participate in cross departmental communication to ensure smooth daily operations
Deliver respectful, equitable, and compassionate service to all community members
Deescalate challenging interactions while maintaining organizational boundaries and policies
Represent East Bay SPCA values in all public facing interactions
Performs other duties as assigned
Qualification
Required
Minimum 1 to 2 years of experience in animal welfare, veterinary care, customer service, or a related field
Strong customer service and interpersonal communication skills
Ability to navigate complex, high pressure situations with professionalism and empathy in a fast paced, emotionally charged environment, maintaining a positive attitude while fostering strong, supportive relationships with clients and coworkers
Proven organizational skills and demonstration of excellent, clear, and effective written and verbal communication skills with a diverse population, including coworkers, partners and the public
Animal care knowledge of domestic animals including breeds, behavior, appropriate care and housing, common health problems, disease symptoms, and handling techniques
Team oriented, adaptable, and willing to assist when and where needed
Treats all animals humanely, with compassion and concern, both on and off the job
Maintains thorough, accurate documentation and consistently applies high attention to detail to ensure clarity, compliance, and operational efficiency
High school graduate or equivalent required
Pre employment background check and drug screening required. We do not screen for cannabis use
Valid California driver's license required
Preferred
Experience with owner surrender counseling, animal rehoming, adoption support, or shelter operations strongly preferred
Spanish language skills strongly preferred
Benefits
Medical and dental benefits are fully covered
401(K) Retirement Plan featuring a 3% company contribution
Life insurance
Short-term and long-term disability insurance
Employee Assistance Program
Generous paid time off
Starting at 120 hours per year, increasing to 160 hours after 5 years, and 200 hours after 10 years
80 paid holiday hours annually
An additional personal holiday after one year
Pets at Work Program
Waived pet adoption fees
Discounted veterinary care
Behavior and training classes
Up to $75/month public transit/vanpool commuter reimbursement
Various industry discounts, including Pet Food Express
Company
East Bay SPCA
East Bay SPCA is a nonprofit organization committed to the welfare of cats and dogs in the communities.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$0.01M2022-11-02Grant· $0.01M
Recent News
Maddie's Fund
2023-11-22
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