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Job Description
JOB OVERVIEW
The Front Office Coordinator serves as the first point of contact for visitors, adopters, fosters, volunteers, and donors at the Ashtabula County Animal Protective League (ACAPL). This position plays a key role in creating a welcoming, compassionate, and professional environment while supporting the daily administrative and operational needs of the shelter. Responsibilities include greeting visitors, answering phones and emails, assisting with adoptions and animal showings, processing donations, maintaining accurate records, supporting front office organization, and assisting with retail and customer service tasks. The Front Office Coordinator helps ensure efficient communication and smooth front desk operations in a fast-paced animal shelter environment.
VISION:
To provide excellent customer service and administrative support that reflects ACAPL's mission and values while ensuring every guest, adopter, donor, and community member has a positive and informative experience.
DUTIES AND RESPONSIBILITIES
Reception & Guest Services Greet visitors, adopters, fosters, volunteers, and donors in a friendly and professional manner Answer and direct phone calls, voicemails, emails, and general inquiries promptly and courteously Provide accurate information regarding shelter services, available animals, adoption procedures, and organizational programs Maintain a welcoming, organized, and professional front lobby/reception area Adoption & Animal Support Assist with adoption applications, contracts, paperwork, and follow-up communication Provide support for animal introductions and showings as directed Share information regarding adoption fees, animal care, and shelter policies Assist adopters and visitors with locating appropriate resources and information Provide humane, low-stress handling of animals when assisting with adoptions or front office operations Administrative & Data Entry Support Enter and maintain accurate records in shelter software systems (e.g., PetPoint) Update animal, adopter, donor, and intake information as needed Maintain organized files, forms, binders, and front office documentation including the appointment and event calendar Provide clerical and administrative support to shelter leadership and staff Donations & Retail Support Process donations and issue receipts or acknowledgments in accordance with organizational procedures Assist with organization, stocking, pricing, and maintenance of retail merchandise and donation displays Provide excellent donor service to ensure a positive giving experience Maintain accountability and accuracy when handling cash, credit card transactions, and donation records Communication & Team Collaboration Serve as a liaison between the public and shelter staff Communicate visitor concerns, customer service issues, and operational updates promptly and professionally Collaborate with staff and volunteers to support smooth daily shelter operations Assist with scheduling and communication tasks as assigned Additional Responsibilities Post stray animals and other approved public communications as directed Follow all shelter protocols related to sanitation, disease prevention, safety, and customer service Assist with light cleaning and organization of front office and public-facing areas Perform other duties as assigned to support shelter operations Safety & Compliance Follow and enforce safety protocols to protect staff, volunteers, visitors, and animals Ensure humane treatment of all animals at all times Report incidents, injuries, hazards, or concerns promptly Maintain confidentiality regarding shelter operations, records, and sensitive information when applicable
QUALIFICATIONS
High school diploma or equivalent required Previous customer service, receptionist, administrative, or animal shelter experience preferred Strong verbal and written communication skills Strong organizational, multitasking, and problem-solving skills Basic computer proficiency required; experience with PetPoint or shelter software preferred Comfort handling animals or willingness to learn basic animal handling techniques Ability to remain calm, professional, and compassionate in a fast-paced and emotionally challenging environment Ability to work collaboratively with staff, volunteers, and members of the public Physical ability to perform duties including standing, walking, bending, and occasional lifting up to 25 lbs. Commitment to the mission and values of the organization Reliable transportation required Must be at least 18 years old Weekend and occasional evening availability required Must submit to a background check and have no felony alcohol or drug-related convictions Completion of Fear Free Shelters Certification within 30 days of hire (provided by ACAPL)
WORKING CONDITIONS
Schedule:
Part-time or Full-time, including weekends and occasional evenings
Environment:
Animal shelter setting with exposure to animals, noise, cleaning chemicals, and emotionally sensitive situations
Must maintain professionalism, compassion, and emotional resilience in situations involving animal illness, neglect, injury, euthanasia, and difficult public interactions
AT WILL EMPLOYMENT
Employment with Ashtabula County APL is at-will, meaning that employment is for no specified period and may be terminated by either the employee or the organization at any time, with or without cause. Ashtabula County APL is an equal opportunity employer and does not discriminate based on race, color, sex, religion, age, national origin, disability, or any other legally protected basis. Employment decisions are based solely on qualifications.
NOTE:
This position description is not exhaustive. You may be required to perform other related duties within your skill set as negotiated and/or directed to meet the evolving needs of the department and the organization.
