Front Desk Volunteer

The Front Desk Volunteer contributes towards the success of our entire organization through the promotion of our programs, services and retail store, and by connecting prospective adopters, pet owners, donors and volunteers with the relevant parties. As a direct result of our Customer Care Team, 70 stray animals were reunited with their owners in 2022.

This role is designed for someone who loves people and animals, who sees the bigger picture and knows what it takes to engage people in a meaningful way. This role requires a high-level of enthusiasm, organization, hospitality, and a passion for ensuring a great customer experience.

Reporting directly to the Community Programs & Customer Care Manager, the Front Desk Volunteer oversees all reception and retail store activities, in-kind and financial donations, as well as Pet Pantry and Adoption supplies and support.
Time Commitment
One shift per week at the Animal Centre on Sundays from 11.30am until approximately 4.30pm.
Roles and Responsibilities
Customer Care
  • Ensures all GTHS visitors and supporters have an exceptional customer service experience when working with or visiting the GTHS Animal Centre
  • Responsible for the GTHS main phone lines and directing calls as required, whilst ensuring all GTHS clients receive ‘Best in Class’ service
  • Works to connect the dots between GTHS customers, adopters, donors and volunteers with GTHS programs and initiatives
  • Manages the general mailbox ensuring that inquiries are responded with an exceptional level of customer service and within a 24-hour time period
  • Ensures the GTHS retail store / front of house is stocked, clean and inviting
  • Sources items required for walk-in Pet Pantry requests and enters them into the Pet Pantry Requests Tracking Sheet
Adoption and Program Support
  • Is an ambassador of the Adopter’s Welcome program by developing a rapport with all GTHS potential adopters
  • Works with the Adoption Counselors to: process adoptions into Petpoint database, accept payment of adoption fees and prepare pet tags
  • Maintains an organized filling system for adopted animals and completes conversion of files to digital records
  • Enters Royal Canin points when time permits
  • Prepares adoption kits to ensure there are always enough on hand
  • Receives and processes registration forms and payment for various GTHS programs, including Outreach clinics, Humane Education classes and GTHS dog school
  • Scans any emailed or hand-delivered volunteer related correspondence, documentation and application forms to the Volunteer Coordinator
Donor Relations Support
  • Accepts in-kind and financial donations whilst providing excellent customer service and, as appropriate, records donations
  • Places in-kind donations in storage area when time permits
Daily Financial Transactions
  • Ensures daily financial transactions are accurately recorded in the GTHS CRM database
  • Produces accurate end-of-day reconciliation reports
  • 18 years of age minimum
  • A recent police check is required
  • Maintains a professional appearance and attitude
  • Excellent customer service skills
    • A solid understanding of customer relations and sales would be an asset
  • Exceptional interpersonal and communication skills
    • Speaks, listens and writes in clear, thorough and timely manner using appropriate communication tools and techniques
  • Establishes and maintains positive working relationships with others, both internally and externally, to achieve the goals of this volunteer role and of the organization
    • Demonstrated team player
    • Enjoys working with the public
  • Dependable
  • Strong time management skills
  • Organized with attention to detail
  • Completes tasks with competency and accuracy
  • Self-motivated, with the ability to work independently and be supportive of the GTHS policies and procedures
  • Cash handling skills required, experience with electronic card machine ideal
  • Proficient in the Microsoft Office suite of programs
  • Comfortable learning new computer programs and inputting data
    • Knowledge of, or experience with, Petpoint database systems would be an asset
    • Experience with CRM database system is an asset
  • Genuine interest in the welfare of animals and congruent values with the organization
  • Access to transportation
Working Conditions:
  • Physical demands of the position include bending, carrying and lifting up to 18kg

Stay informed on GTHS events, initiatives and programs. Learn how the GTHS team is serving the pets and people of the South Georgian Bay Area. Read heart-warming Happy Tails about GTHS Alumni. See a lot of really cute pictures of dogs and cats!