Front Desk Lead- Animal Shelter

Position Summary

The Front Desk Lead serves as the primary supervisor for front desk operations, ensuring excellent customer service, accurate administrative processes, and smooth daily intake/outreach functions. This role acts as a liaison between the public, shelter staff, volunteers, and management, while maintaining compliance with municipal policies and animal welfare standards. This person directly supervises the customer service specialists, working collaboratively with the Operations Manager to ensure program success and excellent customer service, especially during high stress situations.

Key Responsibilities

Front Desk Operations & Customer Service

• Oversee daily front desk operations, ensuring timely, professional, and compassionate service to the public


• Serve as the first point of contact for adopters, pet owners, animal control inquiries, and community members


• Handle complex or escalated customer interactions, complaints, and sensitive situations


• Ensure accurate dissemination of shelter policies, adoption procedures, licensing requirements, and municipal ordinances

Staff Leadership & Training

• Lead, support, and mentor front desk staff and volunteers


• Assist with onboarding and training of new front desk team members


• Assign daily tasks, manage coverage, and ensure adequate staffing levels


• Promote a respectful, inclusive, and customer-focused work environment

Administrative & Record Management

• Ensure accurate data entry and maintenance of animal records, intake forms, adoption files, citations, and licensing documentation


• Monitor cash handling, payment processing, and daily reconciliation according to municipal finance policies


• Maintain front desk supplies, forms, and informational materials

Coordination & Communication

• Coordinate with animal care staff, veterinary teams, animal control officers, and management to ensure smooth operations


• Communicate urgent or high-priority cases (bite cases, cruelty investigations, aggressive animals, emergencies) to appropriate personnel


• Support shelter-wide initiatives such as adoption events, licensing campaigns, and public education efforts

Policy Compliance & Safety

• Ensure front desk procedures comply with municipal regulations, public health guidelines, and shelter policies


• Uphold confidentiality and data protection standards


• Assist with emergency procedures and maintain a calm, organized front desk environment during high-stress situations

Community Engagement

• Support positive public relations by modeling professionalism and empathy


• Provide accurate information to the public regarding responsible pet ownership and available shelter services
  


• Assist with volunteer and foster inquiries as needed

Qualifications

• Experience: A minimum of two (2) years of documented experience in a customer service role that regularly involves handling high-stress situations and emotionally charged conversations.


• Leadership: Proven ability to manage, motivate, and coordinate staff and volunteers.


• Skills: Exceptional written and verbal communication, organizational skills, and proficiency with shelter management software or databases.

Physical Demands & Work Environment

• Work is primarily office- and coordination-based but includes regular animal handling.


• Must be able to lift up to 50 pounds safely


• Regular exposure to animals, cleaning chemicals, loud noise, and zoonotic diseases


• Standing, bending, and working on your feet for extended periods required at times


• Emotional resilience needed when working in a shelter environment and supporting animal outcomes

Schedule

Full-time, 38 hours per week.
Standard shift is 8:00 AM to 5:00 PM (with one hour unpaid break)

This position is expected to work both weekend days to start, official schedule will include Sunday. 
Weekend availability is required.
Participation in the foster support on-call rotation is expected.