Position Summary

The Adoption Specialist guides visitors through the adoption process and helps connect adopters with pets who are a good match for their needs and lifestyle. This position shares relevant behavioral and medical information about animals in SPCA care, facilitates pet meetings, processes adoptions, and provides pet-care education and support.

The Adoption Specialist provides excellent customer service by phone, email, and in person and engages prospective adopters through a conversational, inclusive, and judgment-free adoption process. Success in this role requires the ability to listen openly, understand different perspectives and approaches to pet ownership, and help adopters make informed decisions without imposing personal preferences or expectations.

This position is responsible for maintaining accurate adoption records and paperwork, using computer-based systems throughout the adoption process, handling a variety of animals safely and compassionately, assisting with cleaning and disease-prevention activities as needed, and working closely with Animal Care and other teams to support timely pet meetings and positive adoption outcomes.

The role requires strong customer service, communication, computer literacy, sound judgment, adaptability, and a collaborative approach in a fast-paced animal welfare environment.

Schedule
Typically 9:45-6:15 5 days a week. The schedule varies based on operational needs and may include weekdays, weekends, holidays, emergency coverage, and inclement weather coverage as needed.

Our Core Values:
1- Hell, Yeah!
2- Be Kind
3- Do What You Say
4- Forward Focused
5- Loose & Wiggly
6- Drop the Mic

Essential Duties and Responsibilities

Adoption Services & Customer Experience

Guide prospective adopters through the adoption process by providing compassionate, professional, and responsive customer service in person, by phone, and through electronic communication.
Engage adopters in open, conversational discussions to understand their needs, lifestyle, expectations, and preferences.
Help adopters identify pets who may be a good match while recognizing that responsible pet ownership may look different across individuals and households.
Approach conversations with curiosity, respect, and an open mind rather than seeking predetermined or “right” answers from prospective adopters.
Share relevant behavioral, medical, and care information about pets to help adopters make informed decisions.
Provide pet-care education and answer questions related to adoption, pet ownership, and available organizational resources.
Support conversations related to pet retention, rehoming, scheduling, pet meetings, and other adoption-related services.
Facilitate positive interactions and pet meetings between prospective adopters and animals in SPCA care.
Maintain professionalism, compassion, and sound judgment during sensitive or emotionally challenging conversations.

Adoption Processing & Recordkeeping

Process adoption paperwork accurately and in a timely manner.
Enter, update, and maintain accurate adopter, animal, and adoption information in organizational databases, CRM systems, shelter management systems, and other technology platforms.
Complete required daily tasks, reports, checklists, and documentation.
Maintain efficiency, accuracy, confidentiality, and attention to detail when handling adopter and organizational information.
Use computers and electronic systems efficiently throughout the adoption process.
Learn and adapt to changes in programs, procedures, technology platforms, and organizational workflows.

Animal Handling & Operations

Safely and compassionately interact with and handle animals of varying sizes, ages, temperaments, and medical or behavioral conditions.
Work closely with the Animal Care team and other departments to support timely pet meetings and efficient adoption operations.
Observe and communicate relevant animal behavior or health concerns to the appropriate teammates.
Support humane, low-stress, and Fear Free® animal-handling practices whenever possible.
Assist with cleaning and sanitation of designated work areas as needed.
Follow organizational disease-prevention, sanitation, safety, and animal-handling procedures.
Help ensure the safety of employees, volunteers, visitors, adopters, and animals.
Treat pets and people humanely and contribute to an environment of kindness and respect.

Team & Organizational Support

Contribute to a positive, collaborative, and respectful work environment for teammates and volunteers.
Communicate effectively with Animal Care and other departments to support adoption activities and animal movement.
Demonstrate reliability, initiative, professionalism, and sound judgment in daily responsibilities.
Read, understand, and follow organizational instructions, policies, procedures, schedules, and operational expectations.
Perform other duties as assigned, requested, or required by the organization.

Qualifications

Required Qualifications

High school diploma or equivalent.
Excellent verbal and written communication skills.
Strong customer service and interpersonal skills with the ability to communicate compassionately and professionally with members of the public.
Computer literacy and the ability to efficiently navigate computer-based systems, enter information accurately, and type effectively as part of daily adoption processing responsibilities.
Experience using or ability to quickly learn databases, CRM systems, shelter management systems, and similar technology platforms.
Ability to approach conversations with curiosity, respect, and an open mind and to work effectively with people whose perspectives, lifestyles, or approaches to pet ownership may differ from one’s own.
Strong judgment and problem-solving ability.
Effective time-management and organizational skills.
Ability to learn and quickly adapt to changes in programs, procedures, and operational needs.
Positive, collaborative, and team-oriented approach.
Ability to work independently and take initiative with limited supervision.
Ability to meet the physical requirements of the position with or without reasonable accommodation.
Must possess and maintain a valid driver’s license and meet SPCA of Wake County driving eligibility requirements.
Must be able and willing to safely operate an SPCA vehicle, as assigned, to transport animals, supplies, and equipment between SPCA facilities, veterinary partners, transfer partners, foster homes, and other approved locations.
Must maintain an acceptable driving record and promptly notify the organization of any change in license status, driving eligibility, or ability to safely operate a vehicle.

Knowledge, Skills & Abilities

Excellent customer service skills and ability to communicate with people compassionately and professionally.
Ability to facilitate conversation-based adoption discussions without imposing personal preferences or assumptions on prospective adopters.
Working knowledge of companion-animal behavior and humane, low-stress animal-handling techniques.
Working knowledge of common veterinary terminology.
Ability to safely interact with and handle animals of varying sizes, temperaments, and medical or behavioral conditions.
Ability to read, understand, and follow instructions.
Strong attention to detail and ability to maintain accurate electronic records.
Ability to prioritize responsibilities and manage multiple tasks in a fast-paced environment.
Excellent judgment and ability to escalate concerns appropriately.
Ability to promote and support a positive, inclusive, and collaborative working environment.
Ability to remain calm, professional, and adaptable during challenging customer or animal-related situations.

Preferred Qualifications

Previous experience working in animal welfare, animal sheltering, veterinary medicine, adoption counseling, or a related environment.
Experience using Salesforce or a similar CRM, database, or shelter management system.
Experience with low-stress handling, Fear Free®, or other humane animal-handling approaches.
Experience working in a customer-facing role that requires navigating sensitive conversations, differing viewpoints, or emotionally charged situations.
Experience supporting pet adoptions, pet retention, rehoming, or other community-facing animal welfare services.

Work Environment

This role operates within a fast-paced animal welfare and customer-service environment and involves frequent interaction with animals, adopters, visitors, staff, volunteers, and other community members. Responsibilities are performed primarily within the SPCA of Wake County Pet Adoption Center and may include adoption spaces, animal housing areas, meeting areas, offices, cleaning areas, and other organizational locations as needed.

The position requires maintaining professionalism, compassion, sound judgment, and effectiveness while working in an environment that may include high noise levels, strong or foul odors, cleaning chemicals, disinfectants, animal waste, emotionally sensitive situations, and animals of varying sizes, temperaments, and medical or behavioral conditions.

Regular onsite presence is required to support adopters, facilitate pet meetings, process adoptions, collaborate with operational teams, and provide direct customer service.

Physical Requirements

Ability to stand, walk, bend, stoop, kneel, crouch, crawl, climb, balance, reach overhead, grasp, and remain physically active throughout the workday.
Ability to lift, carry, push, and pull up to 50 pounds.
Ability to safely handle animals of varying sizes, temperaments, and medical or behavioral conditions.
Ability to communicate effectively in person, by phone, and through electronic communication methods.
Ability to use computers, keyboards, phones, and other office equipment throughout the workday.
Ability to work in environments with high noise levels, strong or foul odors, and animals who may be fearful, stressed, or fractious.
Ability to work around and use cleaning chemicals and disinfectants, including bleach and other approved sanitation products.
Ability to work safely in environments where exposure to parasites, viruses, bacteria, fungi, zoonotic diseases, and other animal-related environmental conditions may occur.
Ability to work the required schedule, including weekends, holidays, varied shifts, emergency coverage, and inclement weather coverage as operationally necessary.

Benefits:

Medical and Dental: Employer pays 90% of employee coverage (full-time)
Insurance includes wellness, dental, vision, life, mental health care, prescriptions, emergency & urgent care, chiropractic care, and physical therapy
Telemedicine options, 24/7 access to virtual health & wellness care and virtual behavioral health care

PAID TIME OFF –

All part-time and full-time staff receive paid time off.
Paid Holidays - 9 paid holidays per year (full-time)
Vacation Time - 10 paid vacation days per year (full-time) with scheduled increases at milestone anniversaries of hire date
Sick Time - 6.5 paid sick days per year (full-time)

FINANCIAL –

Healthcare: Flexible Spending Account
401k Plan
Coastal Federal Credit Union Membership
20% discount on pet adoptions and in SPCA Wake retail store

OTHER –

Bereavement time off
Federal & State Leave of Absence options

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may change based on organizational needs.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position, consistent with applicable federal, state, and local laws.

Equal Employment Opportunity

The SPCA of Wake County is committed to fostering an inclusive workplace where employees, volunteers, applicants, and community members are treated with dignity and respect. Employment decisions are based on qualifications, merit, organizational needs, and applicable law.

Only the most qualified candidates will be contacted for interviews. No phone calls or emails, please — we’ll have our people call your people!

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