Best Friends Animal Society
  • 555- Westside Adoption Center
  • Los Angeles, CA, USA
  • Salary
  • Full Time

Join Best Friends and turn your career into a labor of love. The benefits package is one of the best! Medical, Dental, Vision, Basic and Supplemental Life Insurance, Short and Long Term Disability, Child Care reimbursement, Pet Sitting reimbursement, Flexible Spending Account, Health Savings Account, PTO, Paid Holidays, Employee Assistance Program, 401k and Staff Discounts.


Location: Los Angeles, CA - NKLA Pet Adoption Center

Position Summary: The NKLA Lead Adoption Specialist is responsible for the day-to-day adoption and client services activity along with and in the absence of the NKLA Pet Adoption Manager. These activities are including but not limited to: adoption facilitation and adoption placement of center animals, creating a positive experience for clients, meeting department adoption and revenue goals, ensuring quality customer service, ensuring accurate record keeping of animal intake, medical, and behavior documentation,, training of staff and volunteers in all aspects of the adoption department, oversight of the Pet Admission Specialist and the center's admission process with Best Friends Animal Society-Los Angeles and NKLA coalition members, assisting in various volunteer programs and animal care processes, and enthusiastically promoting animals and the NKLA Pet Adoption Center to the public.  

Essential and Primary Duties/Responsibilities include:

  • Facilitate the complete adoption process according to Best Friends' standards and philosophy to include: surveys, checklists, agreements, screenings, medical records, health certificates and follow-ups, written correspondence, email, and phone calls.
  • Ensure all adoptions staff and volunteers are trained in all policies and procedures of Best Friends Animal Society including: delivering exceptional client service, assisting all clients with finding appropriate pets by facilitating introductions to appropriate animals, disseminating appropriate information about animals and the organization, and communicating an understanding of the NKLA Pet Adoption Center's high level of life saving and positive productivity. Establish priorities of importance to ensure adoption specialists are on task and that these policies and procedures are met on a daily basis.
  • Perform and oversee the answering of client inquiries with adoption specialist support, including but not limited to: answering the phone and basic questions from the public, responding to general email inquiries, appropriately directing calls to other team members when relevant, checking voice mail messages, overseeing call backs and delivering information to appropriate staff, providing high quality client service to people who visit or call the NKLA Pet Adoption Center, resolving problems, and/or addressing any client dissatisfaction.
  • Assist with in-house adoption promotions and events as needed, including ensuring the NKLA PAC is decorated to fit said event.
  • Maintain written policies, procedures, protocols, forms and training materials for adoptions, client service, and admissions..
  • Work closely with the manager in various area of oversight of staff, including but not limited to:
    • Schedules
    • Payroll
    • Conflict resolution 
    • Identifying and addressing employee relations and operations issues
    • Identifying, addressing, and evaluating staff performance
    • Presenting recommendations to the manager about staff performance (areas for opportunity, strengths, future goals, potential, etc.) quarterly to encourage performance feedback that moves the department and staff forward.
  • Collaborate with the NKLA Pet Adoption Center Manager to host, or plan and lead independently, staff meetings or huddles to keep the team informed of goals, updates, training opportunities, and other pertinent information.
  • Keep animal records current with information which will help place them into suitable homes, including entering past and current medical examinations, observations and behavior notes in animal care software as needed.
  • Utilize animal care software to effectively and efficiently track animals coming to and going from the adoption center, and update files as required including tracking adoptions for coalition members and communicating with partners when an animal is adopted.
  • Work within budgets as directed by the Pet Adoption Manager and senior leadership. Assist NKLA Administrative Specialist in maintaining inventory of all adoption department supplies, including but not limited to: retail items, office supplies, adoption process required paperwork and take-home adoption packets, and collaborate with NKLA Administrative Specialist to ensure appropriate filing and tracking of adoption surveys, checklists, and contracts in accordance with CA law and BFAS policy.
  • Work with Volunteer Department to recruit volunteer support, and create/provide training through the staff & volunteer leads for new volunteers to fulfill volunteer roles. Additionally, work with volunteer department to identify most in-need shifts for volunteer staffing & program needs as well as volunteer recruitment.
  • Ensure the Pet Admissions Specialist is on task by communicating, observing, and stepping in as support when needed in department tasks including but not limited to:, performing of animal intake exams, scheduling animal care treatments and vaccines, data entry of animal health and history in animal care software, and other processes as outlined in the Admissions Protocol for both BFAS and NKLA coalition animals.

Additional Duties:

  • In assistance with the Pet Caregiving team when needed, ensure daily feeding, cleaning, medicating, and enrichment of the NKLA Pet Adoption Center's pet population is done in accordance to time frames and protocols.
  • In the absence of, or in assistance with, the Lead Pet Caregiver, monitor the activity in the pet care area regularly, including overlap with the overnight staff; and ensure all animal care staff and volunteers are trained in all policies and procedures of Best Friends Animal Society, including: delivering exceptional client service, assisting all clients with finding appropriate pets by facilitating introductions to appropriate animals, disseminating appropriate information about animals and the organization, and communicating an understanding of the NKLA Pet Adoption Center's high level of life saving and positive productivity.
  • Other duties as assigned by the NKLA Pet Adoption Center Manager and senior leadership.

Skills and Experience:

  • Experience interacting with the general public and excellent interpersonal skills strongly preferred.
  • 3 years of customer service experience, 2 years of management/team leading experience, and/or adoption counseling experience strongly preferred.
  • Strong leadership skills with the ability to act decisively in difficult and fast-paced situations.
  • Must be able to work with all dogs and cats, including those with health concerns/conditions as well as behavior conditions.
  • Ability to work independently and use judgement within established guidelines.
  • Must be able to administer animal vaccinations and microchips, as needed during intake process.
  • Must have the ability to make decisions on behalf of the organization and in partnership with NKLA Coalition Partners to maintain intake standards for animal admissions approval, and approval of animals into adoptive homes.Strong interpersonal skills to handle sensitive and confidential situations. The ideal person for this job would be a team player, positive, personable, upbeat, energetic, takes initiative, and uses tact and diplomacy. Resourceful, roll up the sleeves attitude. The successful candidate must have the initiative to resolve problems and seek answers independently and enthusiastically demonstrate flexibility to persist until goals are achieved. 
  • Knowledgeable of general pet care and characteristics of animals.
  • Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
  • Computer literate: Microsoft Office, Internet, animal care software, Google docs and mail.
  • Ability to professionally advocate Best Friends' position on issues.
  • Bilingual in English and Spanish preferred.

Physical and Job Requirements:

  • Must be able to perform full range of movement: stretching, bending, squatting, climbing, lifting, etc.
  • Valid driver's license with access to transportation to travel on organization business.
  • Ability to effectively interact with and handle all animals including cats and dogs.
  • Work at a computer for extended periods of time with repetitive typing, arm and hand motion.
  • Spend an extended period of time outdoors in all weather, including extreme heat and cold.
  • Must able to lift 65 pounds or more.
  • Daily hours and days of the week may vary according to the needs of the department schedule: includes weekends, nights, and holiday work.

Thank you for your interest in pursuing a career at Best Friends Animal Society.  Best Friends Animal Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition. 

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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