Adoption Counselor

Schedule

Weekdays: 11:00 am – 7:30 pm or 11:30 am – 8:00 pm
Weekends: 9:30 am – 6:00 pm or 10:00 am – 6:30 pm
Two consecutive weekdays off each week.

About the role

ACC is one of the nation’s largest open‑admission animal shelters, dedicated to ending animal homelessness in NYC. Each year we serve nearly 20,000 animals, achieving a 90 % placement rate through direct adoptions and partnerships with over 200 placement organizations. Our mission is to keep the human‑animal bond intact by finding loving homes for cats, dogs, guinea pigs, and rabbits, and by providing emergency rescue, 24/7 shelter access, and community resources.

The Adoption Program’s goal is simple and powerful: connect people and pets for adoption using an open‑adoption, conversation‑based, non‑judgmental approach. Adoption Counselors are the voice of the homeless pet population, promoting adoptions, delivering superior customer service, and providing post‑adoption support.

Responsibilities

• Provide exemplary customer service to adopters, guiding them through the adoption process and matching pets with families.
• Socialize and interact routinely with dogs, cats, rabbits, and guinea pigs.
• Process adoption paperwork, close animal records, enter rabies/dog license information, and handle payments and donations in the Shelterbuddy database.
• Escort clients to view animals, explain kennel cards, and assess client preferences.
• Review adoption applications, interview prospective adopters, and make adoption decisions.
• Conduct reference checks as needed.
• Respond to email inquiries via a shared adoption account.
• Occasionally attend off‑site adoption events and participate in community outreach.
• Answer phones and return voicemails promptly.
• Provide post‑adoption follow‑up, answering questions and addressing common challenges.
• Prepare animals for departure: fit dogs with collars/harnesses, place cats, rabbits, and guinea pigs into carriers using low‑stress techniques.
• Conduct and write rabbit evaluations to promote adoptions.
• Write bios and take photos to increase adoptability; capture “Happy Tails” stories for internal sharing.
• Clean and organize adoption areas.
• Obtain Fear Free Shelter certification within 30 days of hire.
• Complete other duties as assigned by the Adoptions Manager.
• Overtime eligible (non‑union hourly position).

Requirements

Required Qualifications:

• High School Diploma or GED.
• At least one year of customer service experience.
• Strong computer literacy.
• Ability to handle different breeds and sizes of dogs.
• Respectful, humane handling of animals and people.
• Ability to lift a minimum of 50 lb.

Preferred Qualifications:

• Bilingual in Spanish.
• Experience with Microsoft Office Suite.
• Prior animal‑handling experience with dogs, cats, or small animals.
• Comfortable in a fast‑paced, high‑stress, ever‑changing environment.
• Customer‑driven with a positive, upbeat demeanor.
• High attention to detail and strong work ethic.
• Ability to work independently and as part of a team.

Benefits

• Generous paid‑time‑off package (vacation, birthdays, personal days, sick pay).
• Open‑access Cigna medical, dental, and vision insurance at a low premium.
• 401(k) and pension plans.
• Life insurance.
• On‑the‑job training (2‑4 weeks) and periodic staff trainings (safety, DEI, cross‑training, etc.).
• Eligibility for Public Service Loan Forgiveness (PSLF) program.

Work Environment

ACC operates a hands‑on, team‑oriented shelter environment. Staff may work outdoors in various weather conditions and inside a noisy, busy facility housing hundreds of animals, with exposure to fur, odors, and airborne particles. Employees must remain calm and professional in stressful situations involving animals or the public. The role also includes occasional community outreach and off‑site events.