Job Description

Posting number: 07631

Department: Animal Shelter & Adoption Ctr

Division: Animal Shelter

Job classification: Customer Care Supervisor

Posting type: Regular

Categories: Community Services, Miscellaneous, Animal Control, Animal Services, Customer Service, Zoo, Wildlife

The Customer Care Supervisor reports to and supports the Customer Manager to ensure competent, dignified care for both human and animal clients served at the Riverdale Animal Shelter. This is a working supervisor position responsible for the direct oversight of Customer Care staff, as well as the effective facilitation of shelter services to include adoptions, reclaims, intakes, animal records, referrals, financial transactions, and customer support for animal protection officers. The ideal candidate for this position is a positive minded, team player with demonstrated leadership abilities and a strong desire to support and serve both people and animals in a fast-paced shelter environment.

Examples of duties

• Perform all customer care-related services to include animal adoptions, admissions, pet licensing, retail, phone, and email inquiries on a daily basis.
• Assist the Customer Care Manager with updating and implementing policies and procedures that reflect best practices in animal welfare and help advance the shelter’s mission.
• Provide direct supervision and support for Customer Care staff.
• Assist with scheduling, hiring, training, coaching, and disciplinary action as required.
• Perform data entry and ensure accuracy of animal and patron records
• Answer phone and email inquiries and respond in timely manner
• Respond proactively to customer grievances and actively seek positive resolutions
• Maintain customer care-related documents, files, and supply inventories
• Assist with training and supervision of staff and volunteers helping with customer care operations
• Oversee reconciliation of daily monetary receipt balances at the end of each shift.
• Represent the shelter in a professional and courteous manner at all times.
• Operate within all local, county, and state guidelines and regulations.
• Represent Riverdale Animal Shelter in a professional and courteous manner at all times.
• Perform other related duties and responsibilities as required.

SUPERVISORY RESPONSIBILITIES:

• Exercises direct supervision over staff

Qualifications

• A genuine passion for and enjoyment of working with people from a range of diverse backgrounds, ages, perspectives, and experiences
• Demonstrated commitment to diversity, equity, and inclusion.
• Professional experience in a customer service environment and a strong commitment to customer service excellence.
• Working knowledge of animal welfare, sheltering best practices, and a demonstrated commitment to the humane treatment of animals.
• Ability to exercise good judgment and maintain confidential information.
• Ability to model and facilitate open and productive communication with staff, patrons, and volunteers
• Ability to prioritize, problem solve, and address challenges in a constructive manner.
• Ability to successfully manage tasks within in a fast-paced environment.
• Exceptional work ethic to include consistent attendance and punctuality.
• Excellent listening, verbal, and written communication skills.
• Highly organized, detailed, and process orientated.
• Intermediate to advanced skill and experience with Windows operating systems.
• Strong clerical and administrative skills, including data entry.
• Proficiency in, or ability to learn, Chameleon data base system.
• Ability to establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work.

Supplemental information

Education and Training:

• High School Diploma or G.E.D.
• Bachelor’s degree in a related field is a plus.

Experience:

• A minimum of one (1) year of professional experience in a supervisory or management role exercising direct supervision of paid staff strongly preferred
• A minimum of one (1) year providing front-facing client or customer service required
• A minimum of one (1) years of professional or volunteer experience in animal welfare organization, veterinary clinic, or similar type of humane organization required
• At least one (1) year of experience in an open admissions animal shelter providing impound services for animal protection strongly preferred
• Proficiency with animal shelter data base/software systems strongly preferred
• Bilingual in both Spanish and English a plus

License or Certificate:

• Background Check: Must pass a criminal background check.
• Work Environment
  • Work is performed throughout shelter and internal office settings
  • Exposure to high noise levels, zoonotic diseases, potentially fearful/fractious animals, and/or animal bites/scratches
  • Exposure to cleaning agents
  • Work can be emotionally taxing.
• Physical Requirements:
  • Occasional lifting and carrying of up to 40 pounds.
  • Frequent computer use.
  • Potential for standing, walking, sitting for extended periods of time.
  • Bending, reaching, squatting, kneeling, pulling, pushing, and cleaning.
  • Regular animal handling and restraint; regular handling of microchip scanners, syringes, and needles.