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Shelter Services Coordinator at Tree House Humane Society – Chicago, Illinois

Tree House Humane Society
Chicago, Illinois, 60645, United States
Posted on
Salary:$18 - $20

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About This Position


JOB DESCRIPTION

JOB TITLE: Shelter Services Coordinator

EMPLOYER: Tree House Humane Society

DEPARTMENT: Shelter Operations

REPORTS TO: Shelter Manager

EFFECTIVE DATE: 3/31/2026

SUMMARY:

The Shelter Services Coordinator provides high-volume, front-line customer service and operational support, ensuring clients, volunteers, and staff are connected to the appropriate services and resources. This role manages complex client interactions, coordinates appointments and service flow, maintains accurate records and financial transactions, and supports daily shelter operations.

Working with growing independence and judgment, the Coordinator ensures consistent application of organizational policies and procedures, supports efficient service delivery across programs, and helps maintain a welcoming and solution-oriented environment for all clients and visitors.


DUTIES AND RESPONSIBILITIES:

Front-Line Customer Service & Client Support
Provide professional, welcoming, and solution-oriented service to all clients, volunteers, and staff across multiple communication channels (in person, phone, email, messaging platforms).Serve as a primary point of contact for general inquiries regarding admissions, foster, adoption, clinic services, community cats, and external resources.Ensure each client interaction is accurate, thorough, and aligned with organizational policies and service standards.Handle complex, sensitive, or emotional customer situations using sound judgment and established policies, escalating concerns when appropriate.Support a welcoming, organized, and solutions-focused front desk and guest experience environment.Ensure consistent communication and accurate information is provided to all guests regarding programs, services, and next steps.
Scheduling, Service Flow & Operational Coordination
Coordinate and support daily service flow for shelter operations such as adoptions, intakes, foster appointments, clinic visits, and general shelter traffic.Coordinate communication between clients and staff to ensure efficient service delivery and accurate information sharing.Assist with opening and closing procedures and daily operational task lists.Identify scheduling or service bottlenecks and communicate challenges to the Supervisor or Manager.Make real-time adjustments to schedules and appointments to maintain efficient operations and positive guest experiences.
Data, Systems & Financial Transactions
Support data integrity across systems used for scheduling, point-of-sale, customer communication, and shelter management.Process client transactions and maintain accurate cash drawers, including end-of-day reconciliation.Assist with basic reporting and tracking related to appointments, services, and client interactions.Maintain accurate and timely records across shelter systems, including shelter software, scheduling platforms, and point-of-sale systems.Ensure client records, animal records, and service data are complete and accurate.Identify data discrepancies or system issues and report them to the Supervisor or Manager.
Administrative & Operational Support
Maintain updated forms, handouts, and resource materials.Monitor and order office and customer service supplies as needed.Assist with training volunteers on front desk procedures and customer service protocols.Provide general administrative support to shelter operations.
Volunteer & Front Desk Support
Provide guidance and support to front desk and guest services volunteers.Assist with training volunteers on front desk procedures, customer service expectations, and safety protocols.Serve as a daily resource for volunteers during shifts, escalating concerns as needed.
Organizational Collaboration
Work collaboratively with staff across programs to ensure consistent communication, accurate information, and smooth client experiences.Maintain up-to-date knowledge of organizational programs, policies, and services in order to provide accurate information and referrals.

Other Duties as assigned.

This role works under the daily guidance of the Shelter Services Supervisor and receives overall program direction from the Customer Service Manager.


QUALIFICATIONS:

Required:

Minimum 1–2 years of customer service, administrative, or client-facing experience.Strong communication and conflict resolution skills.Strong organizational skills and attention to detail.Comfort working in a fast-paced environment with frequent interruptions.Experience working with databases, scheduling systems, or point-of-sale systems.Ability to handle sensitive or emotional situations with professionalism and empathy.

Preferred:

Experience in animal welfare, veterinary clinic, shelter, or social services environment.Bilingual (Spanish) preferred.Experience with ShelterLuv, Acuity, HelpScout, Shopify, or similar systems.
Core Competencies
Customer Service & Communication: Provides consistent, professional service and manages complex client interactions appropriately.Operational Reliability: Follows established procedures while using judgment to manage service flow and client needs.Attention to Detail & Data Accuracy: Maintains accurate records and transactions across systems.Time & Task Management: Manages multiple priorities and high-volume workload effectively.Problem-Solving & Judgment: Resolves routine issues independently and escalates more complex situations appropriately.Collaboration: Works effectively with staff and volunteers across the organization to ensure smooth operations.Empathy & Professionalism: Handles sensitive situations with compassion while maintaining boundaries and policy adherence.Operational Awareness: Understands how daily front-line work impacts animal flow, client experience, and organizational capacity. Adjusts work and priorities to support efficient shelter operations.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:

● Frequently required to sit.

● The employee may occasionally lift and/or move less than 40 pounds.


The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tree House Humane Society is an equal opportunity employer and seeks to employ qualified individuals based on individual merit. Tree House Humane Society does not discriminate against any individual with respect to the terms and conditions of employment based on that individual’s race, sex, age, religion, color, national origin, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, housing status, or any other non-merit factor protected under state, local or federal laws. Equal Employment Opportunity applies to all personnel actions such as recruiting, hiring, compensation, benefits, promotions, training, transfer, termination, and opportunities for training. Tree House Humane Society is committed to a fair and equitable workplace where everyone is a respected and valued member of the team.


Wednesday to Sunday
up to 37.5 hours/week
Scheduled days may shift based on operational need.

Job Location

Chicago, Illinois, 60645, United States

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