The Customer Care Manager (CCM) provides leadership, direction, and guidance for day-to-day management of Customer Care departments to ensure smooth operations and to maximize customer experience within the resources provided. As a member of the leadership team, the CCM must consistently exemplify, mentor, and reinforce Willamette Humane Society (WHS) values and mission-driven culture of service.
DUTIES AND RESPONSIBILITIES
- Perform job duties in a positive, helpful manner providing exceptional customer service.
- Represent WHS with activities and behaviors designed to improve our reputation in the community and enhance the public’s knowledge of animal welfare as well as their knowledge of WHS’s mission, vision, and programs.
- Oversee aspects of the guest experience, ensuring a truly memorable and fulfilling experience for each guest.
- Develop a customer-centered culture that identifies, nurtures, and reinforces visitor and guest experience as a primary value.
- Participate in daily walk-throughs to verify the health and well-being of animals in WHS’s care, the safety and cleanliness of the facility, and the accuracy of visible information. Communicate results with all relevant staff and ensure follow through on assigned duties.
- Resolve customer grievances.
- Implement Follow-up Program via post-adoption and customer satisfaction surveys working in conjunction with Adoption staff, Behavior and Training Department, IT Specialist, Animal Care Manager, Volunteer Manager, and Operations Director.
- Perform duties of front line adoption staff and customer service representatives as needed.
- Perform the duties of a Certified Euthanasia Technician as needed.
- Lead and supervise Customer Care staff to achieve clearly articulated and jointly established goals in support of WHS’s mission.
- Ensure the Adoptions staff and Customer Service Representatives are well-managed and reflective of the culture of WHS as a whole.
- Provide supervision and training of Adoptions staff and Customer Service Representatives to ensure all customers (human and animal) receive the highest level of care and compassion including, but not limited to, animal care and customer service standards, disposition and placement, and training methods.
- Develop and implement goals, objectives, and work standards for the Adoptions staff and Customer Service Representatives.
- Lead staff in meeting expectations for productivity, quality, and goal accomplishment.
- Ensure that supervised staff is completing expected duties to provide the best quality customer service and animal care at all times.
- Identify personnel needs. In collaboration with Supervisors, manage interviews and selection of personnel, choosing the right people for the right roles.
- Assist staff with the resolution of complex or difficult situations, suggest alternatives, and promote and assure a high quality customer experience.
- Create and maintain training materials including manuals, forms, policies, and procedures.
- Evaluate personnel performance including professional growth and development, compensation recommendations, and required disciplinary action. Ensure employees adhere to WHS standards and performance expectations. Prepare and deliver performance evaluations for direct reports.
- Maintain a positive shelter culture through training, communication, and accountability of the Customer Care team. Promote teamwork and unity among department staff members that allows for disagreement over ideas, conflict resolution, the appreciation of diversity, and cohesive, supportive, and effective working relationships to enable each staff member and department to succeed.
- Mentor Supervisors in management skills.
- Ensure a safe workplace and compliance with applicable WHS policies and governing regulations.
- Contribute to the annual budget process by making recommendations for maintaining or improving on the budget and monitor budget line items as assigned.
- Plan for and consider the cost of short and long term needs and goals to support department budget requests, participate in budget development, and control budgeted expenses.
- Approve and ensure purchase orders are submitted to the business office in a timely manner.
- Manage policies and procedures for the departments promoting best practices for the humane treatment and safety of animals and people.
- Recommend policy changes to incorporate new ideas, technology, and operational changes as required to improve effectiveness and reduce cost.
- Plan, evaluate, and improve the efficiency of department processes and procedures to enhance speed, accuracy, efficiency, and output.
- Provide ongoing statistical data and anecdotal information in relation to adoptions, customer service, returns, and follow-up surveys.
- Attend meetings as assigned including, but not limited to, weekly 360 meetings, weekly Support Team meetings, weekly Adoption meetings, and monthly Leadership meetings.
- Participate in strategic planning and develop comprehensive annual plans for all programs within the animal care department.
- As a member of the leadership team, collaborate and coordinate actions with other directors, managers and staff to assist in the implementation of activities and endeavors beyond customer care activities that support the overall organizational mission.
- Perform other duties as assigned by the Operations Director (OD).
The CCM directly supervises the Adoptions Supervisor and the Customer Service Representatives.
CONTROLS OVER WORK
The CCM works under the general direction of the OD and is expected to pursue the established duties exercising prudent discretion and judgment.
CONTACTS WITH OTHERS
The CCM will have regular, ongoing contact with other shelter staff from all departments, members of the public, and volunteers. Some interactions may be difficult due to the nature of customer’s needs. External contacts include vendors, other shelters, rescue groups, veterinary clinic staff, county animal control officers and agencies, and other animal-related organizations. Contacts with others will require tactful exchanges and a positive, professional demeanor. Contact and communication is carried out through face to face, telephone, and electronic interactions.
- Work takes place in an animal shelter, both indoors and outdoors.
- Will have regular contact with animals with varying degrees of domesticity and physical condition. (Will be expected to work around live and deceased animals.)
- Will work directly with animal wastes, potentially harmful cleaners and disinfectants, high noise, and potentially hazardous conditions, including the risk of animal bites and zoonotic diseases.
- May be exposed to heights, such as step stools or ladders.
- Must employ basic safety standards at all times. Will have access to, and be required to use, protective equipment such as boots, gloves, protective eye and ear wear, etc.
- Evening, weekend, and holiday work is required.
- Frequently required to stand, walk, sit, and reach.
- Must be able to lift 40 pounds.
- Must be able to lift 20 pounds repetitively.
- Work performed requires lifting, bending, stooping, twisting, pushing, and other strenuous activities for extended periods of time.
- The position requires regular use of a computer, telephones, and other standard office equipment.
- Work is often done in a time sensitive and demanding environment.
- May be required to take a physical examination paid for by WHS prior to the start of work activities.
- Evening, weekend, and holiday work will be required.
KNOWLEDGE, SKILLS, AND ABILITIES
- Must be able to thoroughly learn WHS policies and procedures, including, but not limited to animal care, admissions, adoptions, human resources, and business operations.
- Strong organizational skills, attention to detail, accuracy, and good follow-up skills, time-management skills with the ability to implement priorities, and the ability to consistently meet deadlines with steadfast dependability.
- Must understand and support humane options of training and be able to counsel the public in matters of training, behavior modification, and socialization.
- Must possess the ability to use exceptional judgment to provide the best counsel and customer service to both customers and animals even under stressful conditions.
- Ability to create and sustain positive working relationships within WHS with volunteers, colleagues, and the public and be a team player.
- Must be able to deal with conflict in a professional and constructive manner.
- Proficient at developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most effective and efficient manner.
- Able to develop and implement goals, objectives, policies, procedures, and work standards.
- Must work in a manner that reflects a safe environment for animals, the public, and other employees.
- Ability to handle animals safely and with patience, gentleness, and compassion.
- Ability to handle multiple tasks in a busy workplace environment.
- Ability to learn and quickly adapt to changes in programs and procedures.
- Facilitate decisions that result in our customers and animals receiving outstanding, personalized service.
- Capable of learning industry databases, i.e. PetPoint and QuickBooks Point of Sale software.
- Ability to speak and understand Spanish is desirable but not required.
EDUCATION AND EXPERIENCE
- Must be a high school graduate or equivalent and be able to read, write and speak clearly in English so that written and verbal instructions can be communicated effectively.
- Work experience, education and/or training relevant to the work described.
- A minimum of one year supervisory experience.
- Previous experience demonstrating a capability to define program objectives and carry out program direction on schedule using independent judgment.
- Proficiency in Microsoft Office and a Google environment.
- Must exhibit an ability to identify needs and trends, conduct solid research, and provide solutions.
- Have an Oregon Animal Euthanasia Technician certificate or receive certification within 6 months of hire. Experience as a euthanasia technician is preferred.
Additional requirements: A demonstrated interest and enthusiasm for animal welfare and WHS mission; be willing to work weekends and evenings as required by the job; have a valid Oregon driver’s license and insurable by WHS vendors; meet the physical requirements of the job, and be bondable.
Note: Under the provisions of the Immigration and Reform Control Act of 1986, the successful candidate will be required to provide evidence of identity and eligibility. WHS is an Equal Opportunity Employer that does not discriminate on the grounds of race, religion, national origin, marital status, disability or any class protected by law.
Wage: Starting at $32,000 annually DOE. There is no relocation benefit for this position.
Schedule: Between 9 am and 7:30 pm, Thursday through Monday, may change with the changing needs of the animals.
Benefits: Medical, Dental, and Life insurance available after 60 days, paid time off provided after 90 days. Employee Assistance Program benefits available. A 401(k) retirement plan is available after one year of service.Apply Online!
INCOMPLETE APPLICATION PACKAGES WILL NOT BE ACCEPTED
Due to the large volume of responses, WHS will contact only those candidates who are selected for interview.
Completed application materials received by the business office will be reviewed upon receipt. This position may close at any time.
All WHS employees are committed to the following mission-driven values:
Positive Service to All
Collaborative Problem Solving
Initiative and Innovation
Accountability and Responsibility
Under the provisions of the Immigration and Reform Act of 1986, the successful candidate will be required to provide evidence of identity and eligibility for employment. WHS is an Equal Opportunity Employer that does not discriminate on the grounds of race, color, sex, religion, national origin, marital status, disability, sexual orientation, genetic profile or any class protected by law. WHS is a drug free/smoke free workplace. Employment will be contingent upon successfully passing a drug screen conducted at the Society’s expense.