Customer Care Manager – Full-Time

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Department: Animal Care

Reports to:  Operations Director

Status: Exempt 

Revised: July 2021

Pay Range: $35,568 – $47,000

Hiring appointments are made at the start of the range. Multilingual employees of WHS receive a pay differential. All qualified and interested individuals including BIPOC, disabled, LGBTQ+, Veterans, 50+ applicants are encouraged to apply. 

PURPOSE OF THE POSITION

The Customer Care Manager (CCM) provides leadership, guidance and support for WHS’ customer-facing programs to ensure an excellent customer experience and smooth operations. The CCM plays a key role in developing, implementing and enhancing an organization-wide focus on a HASS (Human Animal Support Services) approach to sheltering and community outreach. 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.

Customer Care

  • Oversee all aspects of the in-person and virtual customer experience, ensuring a warm, responsive and professional encounter with WHS from start to finish.
  • Develop a customer-centered culture among staff and volunteers that identifies, nurtures, and reinforces exceptional customer service as a primary value.
  • Lead WHS’ efforts to serve more customers at risk of losing their pets by investigating support services with a focus on expanding our collection of resources as well as the team’s knowledge and ability to make appropriate referrals. Work closely with the Pet Resource Supervisor to design data collection efforts aimed at ensuring resources match the community’s needs.
  • Participate in daily rounds of WHS’ customer-facing areas to verify the health and well-being of animals, the safety and cleanliness of the facility, and the accuracy of visible information. Communicate issues with relevant staff and follow-up as needed on assigned tasks.
  • Work closely with direct reports to gather information on and help resolve customer grievances and other complex and/or difficult customer situations.
  • Research, design and implement a program to collect post-experience customer satisfaction data.
  • Serve as the subject matter expert for WHS’ customer-facing software and platforms.
  • Oversee and support the Adoptions Supervisor and in their absence, the Adoptions Specialists in their efforts to advance the goals of the Adoptions program with an emphasis on providing outstanding customer service and minimizing length of stay by fast-tracking animals to adoption and observing an open adoptions policy.
  • Oversee and support the Pet Resource Supervisor and in their absence, the Pet Resource Specialists in their efforts to advance the goals of the Pet Resource program with an emphasis on providing outstanding customer service for both the public and our agency partners, as well as identifying opportunities to keep families together through pet retention services.

Personnel Management

  • Provide training and oversight of Customer Care staff at all levels to ensure WHS customers and animals receive a high level of compassionate care including, but not limited to, the latest industry-adopted customer and animal care standards, consistent administration of WHS procedures, swift and thoughtful animal disposition and placement decisions, effective training methods, and safe shelter operations.
  • Work with Operations Director (OD) and direct reports to develop and implement clear, shared expectations and measurable goals and work standards for Customer Care teams, leading staff in overcoming barriers to meeting those goals and expectations.
  • Oversee and assist with the creation, upkeep and enforcement of Customer Care training and reference resources such as SOPs, forms and policies. Encourage staff to find their own answers in written procedures in order to facilitate learning and procedural consistency.
  • In close collaboration with the OD, identify personnel needs for Customer Care programs and support direct reports in the recruitment and hiring process, with a focus on putting the right people in the right roles.
  • Work with supervisors to design work schedules that reflect the needs of the program, including volunteer contributions. Support supervisors’ efforts to coordinate coverage for absences and vacancies and to manage daily work assignments, meal/break periods, and special projects.
  • Evaluate the performance of direct reports including professional development, compensation recommendations, coaching, feedback and disciplinary action and ensure direct reports are in compliance with these requirements for their teams as well.
  • Maintain a positive work culture and promote accountability through training and copious communication. Foster teamwork and unity among departments and individuals that allows for disagreement, requires direct conflict resolution, and values diversity.
  • Ensure all staff follow established safety protocols, including proper use of required personal protective equipment, to promote a safe workplace and compliance with applicable WHS policies and local, state and federal laws and regulations.
  • Review and approve timecards for direct reports, including PTO requests.
  • When serving as the Person in Charge, review any Incident Reports, ensuring requisite follow-up steps are completed promptly as needed.
  • Serve as the Person in Charge and oversee opening and closing duties as assigned.

Fiscal Management

  • Contribute to the annual budget creation process by making recommendations for changes to the Customer Care line items.
  • Consider and plan for short- and long-term budget needs to support Customer Care programs. 
  • Review monthly financial reports to monitor spending compared to projections, ensure proper account classification, and follow up on irregularities. 
  • Draft, review and approve purchase orders for Customer Care program expenses, ensuring proper account attribution and submission to the Business Office in a timely manner.

Leadership

  • Oversee the administration and enforcement of Customer Care policies and procedures, addressing violations, deviations and contradictions as needed to ensure clear understanding and appreciation among staff for adopted methods.
  • Observe and evaluate established procedures to look for improvements that will enhance speed, accuracy, efficiency and customer benefit.
  • Work closely with Assistant Operations Director and other WHS leadership to forge community partnerships, develop strategies, and support the Development team’s efforts to raise funds for pet retention programs.
  • Keep abreast of the latest trends, research, and best practices in customer service, scrutinizing ideas and recommending improvements to WHS procedures accordingly, especially changes that incorporate new techniques designed to improve effectiveness and reduce cost.
  • Model the ability to work and interact effectively with diverse audiences, including those with differing histories and experiences.
  • Collect and provide statistical and anecdotal data related to Customer Care programs for analysis and discussion on a regular basis and as requested.
  • Participate in the annual strategic planning process, leading the development of comprehensive annual plans for Customer Care programs.
  • Assist in the research and preparation of emergency plans for shelter operations, including procedures and training for emergency scenarios.
  • Attend meetings as assigned.
  • Perform other duties as assigned by the OD.

SUPERVISORY RESPONSIBILITIES

The CCM directly supervises the Adoptions Supervisor and the Pet Resource Supervisor.

CONTROLS OVER WORK

The CCM works under the general supervision 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 shelter staff from all departments, members of the public, and volunteers. Some interactions may be difficult due to the nature of the situation in question, many of which may be emotionally-charged. External contacts include vendors, other shelters, rescue groups, veterinary clinic staff, municipal animal control and other law enforcement officers, and other animal-related organizations. Contact with others requires prompt, tactful exchanges and a positive, professional demeanor. Contact and communication is carried out both in-person and via electronic channels including email and phone.

WORKING CONDITIONS

  • Work takes place primarily indoors. 
  • Will have regular contact with animals with varying degrees of domesticity and physical condition. Will be expected to work around and physically handle live and deceased animals as well as dogs and cats of all sizes, ages and temperaments. This role requires keen observational skills, as well as dexterity with a leash and other training equipment.
  • 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 and wear appropriate PPE. Must be committed to a high standard of safety and be willing and able to comply with all safety laws and policies.
  • Evening, weekend, and holiday work is required.
  • Must have reliable transportation.

PHYSICAL DEMANDS

  • 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.
  • Regular use of a computer, phone, and other standard office equipment required.
  • Work is often done in a time-sensitive and demanding environment.
  • May be required to take a physical examination prior to the start of work activities.

KNOWLEDGE, SKILLS, AND ABILITIES

  • Able to thoroughly learn and uphold WHS policies and procedures.
  • Strong organizational and follow-up skills with attention to detail and accuracy.
  • Superb time-management skills with the ability to establish priorities and meet deadlines.
  • Able to create and sustain positive working relationships with volunteers, colleagues and customers. A leader as well as a team player.
  • Demonstrated ability to work effectively with diverse audiences, including those with differing histories and experiences.
  • Able to understand and support humane options of training and care and handle all animals safely with patience, gentleness, and compassion.
  • Exercise exceptional judgment in providing unparalleled counsel and service to customers, even under stressful and emotional conditions.
  • Facilitate decisions that result in customers and animals receiving outstanding, personal service. 
  • A passion for treating people and animals with respect, inspiring trust, and working with integrity.
  • Able to speak clearly and persuasively in positive or negative situations, listen and get clarification, respond well to questions, and participate in meetings.
  • Able to deal with conflict in a professional and constructive manner, facilitating rather than dictating resolution.
  • Able to develop and implement goals, policies, procedures, and work standards and develop effective work teams who are motivated to meet those goals and standards.
  • Able to handle multiple tasks in a busy workplace environment.
  • Able to recognize and respond quickly and effectively to unplanned, urgent situations.
  • Able to identify needs and trends, conduct solid research, and provide solutions.
  • Knowledge of domestic animals including breeds, appropriate care and housing, common health problems, and disease symptoms.
  • Able to write clearly, edit work, and interpret written information, such as safety rules and SOPs. 
  • Must work in a manner that reflects a safe environment for animals, customers and colleagues. 
  • Capable of learning online industry tools, e.g. PetPoint and Adopets.
  • A cost-conscious mindset with an interest in identifying and developing potential cost-saving and revenue-building measures.
  • Able to demonstrate reliable attendance and punctuality.
  • Ability to speak and understand Spanish is desirable but not required.

EDUCATION AND EXPERIENCE

  • A Bachelor’s Degree from an accredited college or university and a minimum of one (1) year of supervisory or lead experience in the field of animal care/welfare OR an Associate’s Degree from an accredited college or university and two (2) years of increasingly responsible experience in the field of animal care/welfare with at least one (1) of those years in a supervisory or lead role OR four (4) years of increasingly responsible experience in the field of animal care/welfare with at least two (2) of those years in a supervisory or lead role.
  • Minimum of one year supervisory experience required.
  • 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. 
  • Previous experience demonstrating a capability to define program objectives and carry out program direction on schedule using independent judgment.
  • Strong consideration will be afforded to Certified Animal Welfare Administrators (CAWAs).
  • Proficiency in a Google environment.
  • Experience as a euthanasia technician is preferred.

Additional requirements: Must have a demonstrated interest and enthusiasm for animal welfare and WHS’ Mission; be willing to work weekends, evenings, and holidays as required by the job; have a valid Oregon driver’s license and be insurable by WHS vendors; and meet the physical requirements of the job. 

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.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

WHS is an “at-will employer”. This is not a contract or an offer of employment.