Client Services Coordinator

This position requires in-office work Monday through Friday from 8:30am to 1:30pm and may run later into the afternoon, for 25-30 total hours per week. Occasional weekend work is required for special events and activities. This position has the capacity for increased hours as the organization continues to grow. We anticipate an early-June start date.

Essential Job Functions 

• Serve as the first point of contact for walk-in visitors, callers, and general email inquiries
• Help community members navigate animal-related concerns, including stray animals, owned animals in crisis, surrender inquiries, adoption and foster questions, and general animal welfare issues, using approved scripts and guidance
• Maintain a calm, respectful, and organized front desk environment while managing visitor flow and routing individuals to appropriate staff
• De-escalate emotionally charged situations with empathy and professionalism while maintaining clear boundaries and following escalation protocols
• Assist with scheduling and appointment coordination as directed
• Maintain positive and professional relationships with community members, partners, and potential donors by speaking knowledgeably and positively about HSMC’s mission and work
• Support donor-facing conversations and direct individuals to appropriate staff when needed
• Perform basic data entry, recordkeeping, and paperwork preparation using shelter and clinic software systems
• Assist with document organization, internal communication, and general office tasks as assigned
• Maintain front desk supplies, signage, and informational materials
• Communicate recurring questions, concerns, or community needs to staff to support continuous improvement
• Work collaboratively with foster, clinic, adoption, and operations teams
• Complete special projects and activities, as assigned
• Perform other duties, as assigned

Interpersonal Skills and Professional Attributes

• Strong interpersonal and communication skills
• Ability to remain calm, empathetic, and professional in difficult conversations
• Comfort using basic computer systems and learning new software
• Ability to follow procedures and ask for guidance when needed
• Reliable attendance and punctuality
• Customer service, administrative, or front desk experience
• Experience in animal welfare, veterinary, nonprofit, or human services settings
• Familiarity with digital tools such as email, shared drives, and web-based systems

Company Mission and Workplace Core Values 

All employees of HSMC are expected to embrace the organizational mission of providing a second chance for companion animals. In addition, adhering and contributing positively to our team core values is required. These values embody: Team over ego, solutions over blame, psychological safety, progress not perfection, and a “compassion first” approach.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.



The Client Services Coordinator works primarily in an office and front desk setting with frequent interaction with the public, staff, volunteers, and animals. 

• Sitting: Remaining in a seated position for prolonged periods
• Keyboarding & Mouse Usage: Using a traditional keyboard and mouse to input data, requiring fine manipulation and repetitive hand/finger motions.
• Near Visual Acuity: The ability to see clearly at 20 inches or less to read documents and view computer screens.
• Talking & Hearing: Communicating in person and over the phone to exchange information.
• Reaching: Extending arms at or below shoulder level to reach files, phones, or office supplies.
• Standing & Walking: Moving around the office to use printers, copiers, or file cabinets.
• Lifting & Carrying: Lifting, carrying, or moving small items, typically ranging from light files to boxes of paper (e.g., up to 20 lbs).
• Stooping/Bending: Occasional bending of the body forward and down at the waist.

Company Benefits include: Health, Dental and Vision, with company premium contribution, Annual clothing/uniform allowance of $100, Professional Development Opportunities, Vacation/Paid Time Off accrues at 1.5 hours earned per 40 hours paid, Sick Leave accrual of 1 hour earned per 40 hours paid, and 6 Paid Holidays per year.