Pet Resource Counselor

About the role

The Pet Resource Counselor creates a welcoming, supportive experience for adopters, pet owners, and community members seeking assistance. Rotating between the Adoption Center, Animal Services (SNIP), Warehouse (Giveaways), and fieldwork, this role ensures seamless support across adoption and outreach services.

Responsibilities

• Counsel adopters to ensure a successful match, providing thorough pet behavior and care education using a nonjudgmental, strength-based approach.
• Process adoptions, returns to owners, and transfers, ensuring all records are complete and accurate.
• Absorb guests in the kennels and cattery, ensuring safe interactions.
• Answer community inquiries about adoption, rehoming, and pet behavior resources.
• Returning voicemails and replying to general inbox inquiries promptly.
• Absorb an organized front desk and lobby.
• Monitor and document animal health concerns, stress, or behavioral issues.
• Train and collaborate with volunteers to support adoption and animal care efforts.
• Absorb and sort donation drop-offs, ensuring they are appropriately stored or distributed.
• Represent BRHS at adoption and community outreach events.
• Work cooperatively with volunteers to provide quality care, enrichment, and socialization for the animals in our care.
• Guide volunteers in their tasks to ensure the animals receive consistent and enriching care.
• Participate in adoption and community outreach events when needed.
• Always represent Blue Ridge Humane Society in a professional and friendly manner: in appearance, demeanor and following the behavior expectations for an Adoption Counselor.
• Greet clients, check in SNIP appointments, handle pet transport, and provide post-op education.
• Operate a 15-passenger van for animal transport, ensuring safe handling and secure crating of animals.
• Absorb and assist in giveaway events, including pet food and supply distribution.
• Use a strength-based approach when working with pet owners, ensuring they feel empowered and supported in keeping their pets.
• Process vet assistance requests, ensuring appropriate allocation of funds.
• Support the rehoming program by assisting pet owners in marketing their pets and connecting them with resources.
• Absorb and deliver pet food and supplies, coordinating wellness visits.
• Return messages on the Community Support Helpline and update phone logs.
• Absorb and assist in lost pet reunification efforts through guidance and resource connection.
• Oversee scheduling of SNIP appointments, ensuring at least two weeks' advance scheduling and working proactively to minimize no-shows.
• Collaborate with Henderson County Sheriff’s Department and other local partners as needed for community support initiatives.
• Participate in public education and outreach events, including school and community presentations.

Requirements

• High school diploma or equivalent preferred.
• Experience in customer service, social services, animal welfare, or a related field preferred.
• Knowledge of proper animal handling and restraint techniques.
• Strong organizational, interpersonal, and customer service skills.
• Excellent verbal, written, and problem-solving skills.
• Ability to work independently while also contributing effectively as part of a collaborative team.
• Proficiency with Microsoft Office applications and the ability to learn additional software systems.
• Ability to establish and maintain positive working relationships with staff, volunteers, donors, clients, and members of the public.
• Ability to interact professionally and compassionately with individuals from diverse backgrounds.
• Demonstrated sound judgment, professionalism, and the ability to maintain confidentiality.
• Ability to effectively de-escalate challenging situations and interact tactfully with upset or emotional individuals.
• Highly motivated, dependable, self-directed, and able to prioritize multiple responsibilities in a fast-paced environment.
• Demonstrated commitment to excellent attendance and punctuality.
• Conversational Spanish is a plus.
• Must support and uphold Blue Ridge Humane Society's mission, vision, and values.
• Must enjoy working with both animals and people and contribute positively to a collaborative workplace culture.

Qualifications

• High school diploma or equivalent preferred.
• Experience in customer service, social services, animal welfare, or a related field preferred.
• Knowledge of proper animal handling and restraint techniques.
• Strong organizational, interpersonal, and customer service skills.
• Excellent verbal, written, and problem-solving skills.
• Ability to work independently while also contributing effectively as part of a collaborative team.
• Proficiency with Microsoft Office applications and the ability to learn additional software systems.
• Ability to establish and maintain positive working relationships with staff, volunteers, donors, clients, and members of the public.
• Ability to interact professionally and compassionately with individuals from diverse backgrounds.
• Demonstrated sound judgment, professionalism, and the ability to maintain confidentiality.
• Ability to effectively de-escalate challenging situations and interact tactfully with upset or emotional individuals.
• Highly motivated, dependable, self-directed, and able to prioritize multiple responsibilities in a fast-paced environment.
• Demonstrated commitment to excellent attendance and punctuality.
• Conversational Spanish is a plus.
• Must support and uphold Blue Ridge Humane Society's mission, vision, and values.
• Must enjoy working with both animals and people and contribute positively to a collaborative workplace culture.

Work Environment

• Regular interaction with animals of varying sizes, temperaments, and medical conditions in a busy, often noisy environment.
• Frequent interaction with staff, volunteers, donors, clients, and the public.
• Work is performed both indoors and outdoors and may involve exposure to varying weather conditions and temperatures.
• This position may involve exposure to animal-related allergens, zoonotic diseases, cleaning chemicals, and other biohazards common in an animal welfare environment.
• This is an essential position supporting animal care operations and may require scheduled work on holidays or during emergency situations, including inclement weather.

Physical Demands

• Ability to stand, walk, bend, stoop, kneel, crouch, crawl, and sit for extended periods throughout the workday.
• Ability to safely lift, carry, push, and pull up to 50 pounds and maneuver large or cumbersome objects.
• Ability to safely handle animals of varying sizes and temperaments using appropriate restraint techniques.
• Ability to perform repetitive movements, including reaching, grasping, and operating standard office equipment.
• Ability to work safely with cleaning and disinfecting products while following established safety procedures.