Pet Services and Retail Coordinator

The Pet Services and Retail Coordinator leads the Pet Services team at Patty Baker Humane Society Naples (PBHSN) ensuring every visitor adopter and community member receives an exceptional experience from the moment they walk through our doors. This hands-on leadership role is ideal for someone passionate about animal welfare who thrives in a fast-paced environment excels at coaching others and understands that great customer service directly translates to more animals finding loving homes.

The Pet Services and Retail Coordinator oversees a team of Pet Services Specialists manages the adoption process and front-of-house operations and builds PBHSNs retail program from the ground up. This position requires strong organizational skills the ability to multitask in a dynamic shelter environment and a genuine commitment to providing compassionate service to both animals and people.

This is a full-time (40 hrs) position Tuesday thru Saturday.

Pay and Benefits

• $20/hr
• A generous benefits package that includes:
  • Medical dental and vision insurance
  • Paid time off and paid holidays
  • Paid parental leave
  • $25000 life insurance policy at no cost to you
  • Optional enrollment in supplemental insurance plans (disability accident etc.)
  • Optional enrollment in 403(b) retirement plan; matching contributions after one year of service
  • Discounts on veterinary services and pet food

Application Instructions:

• Apply online at communication with candidates will be over email and/or text - check your spam folder!
• If you have technical issues or questions please email
• No phone calls or walk-ins please

Team Leadership & Supervision

• Supervise assist in scheduling and provide day-to-day direction for Pet Services Specialists ensuring adequate coverage during all operating hours and that departmental goals are met
• Train new team members on adoption protocols customer service standards shelter software (ShelterLuv) and animal handling procedures
• Conduct regular check-ins with team members to provide feedback support professional development and address performance concerns
  

Customer Experience & Adoption Services

• Own the overall client experience from entry to exit ensuring visitors feel welcomed informed and supported throughout their time at the shelter
• Greet visitors and conduct initial conversations with potential adopters to understand their lifestyle household and what theyre looking for in a pet
• Provide guidance and recommendations on which animals may be a good fit based on adopter needs and available pets
• Coordinate meet-and-greets with pets working with Animal Care staff who will facilitate the interaction and answer specific questions about animal behavior and fit
• Communicate medical information to potential adopters working closely with the shelter veterinary team to ensure adopters understand each pets full health history and any ongoing care needs
• Ensure thorough and accurate completion of all adoption paperwork contracts and disclosures confirming that adopters understand and acknowledge each pets history before finalizing the adoption
  
• Ensure that all pets being handled by the public or volunteers are being handled appropriately according to PBHSN policies and standards and that people are provided necessary information to view and handle specific animals safely
• Handle escalated customer concerns with professionalism and empathy resolving issues in a manner that reflects PBHSNs mission and values
• Respond to phone calls emails and walk-in inquiries from the public directing individuals to appropriate team members or resources as needed

Retail Operations

• Build and manage PBHSNs retail program including merchandise selection display inventory management and sales tracking
• Maintain an organized visually appealing retail space that encourages purchases and supports the shelters revenue goals
• Track retail sales and inventory levels providing regular reports to leadership and recommending adjustments as needed
• Coordinate with vendors and internal teams to restock merchandise and introduce new products

QUALIFICATIONS

• High school diploma or equivalent
• Strong attention to detail particularly related to documentation and compliance
• Excellent communication skills both written and verbal
• Proficiency with basic computer applications including Microsoft Office Suite email and calendar management
• Ability to learn and effectively use shelter management software (ShelterLuv)
• Ability to work flexible hours including evenings weekends and holidays as needed
• Valid drivers license and reliable transportation

Preferred

• 2 years of customer service experience preferably in a high-volume environment
• 1 year of supervisory or team lead experience
• Experience working in an animal shelter veterinary clinic or animal care environment
• Experience with retail operations inventory management or point-of-sale systems (preferred retail leadership or management)
• Knowledge of animal behavior pet care and common companion animal needs
• Bilingual (English/Spanish) a plus

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

• Ability to stand walk bend and move throughout the shelter for extended periods
• Ability to lift and carry up to 50 pounds
• Comfortable working with and handling a variety of animals including dogs and cats of all sizes and temperaments
  
• May be required to work outdoors in various weather conditions

Required Experience:

IC