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Customer Care Manager - Burlington, United States - Humane Society of the United States
Description
**Job Description**
Position Summary
The Customer Care Manager is responsible for the overall customer experience and for ensuring all customers receive a high standard of service. The Customer Care Manager is charged with big picture thinking to ensure efficiency and thoroughness and is encouraged to make appropriate changes from forward-thinking shelter and adoption movements/trends while creating a positive and supportive environment for the public and staff. The Customer Care Manager oversees reception operations and supervises the customer care staff and lobby volunteers.
Administrative Functions
With support from the Shelter Director, spearhead the hiring, training, supervision, evaluation and dismissal of Customer Care staff
With support from the Shelter Director and in collaboration with the Animal Care Manager, spearhead the hiring, training, supervision, evaluation and dismissal of Animal & Customer Care staff
Participate in weekly management team meetings to address short-term and long-term needs, review animal cases, aid with organizational strategic vision/planning and operational decision-making including implementation and management of operational and organizational policies
Respond to daily visitor services inquiries via phone, email, and social media
Manage adoption and customer care related content on the website with the assistance of the Communications Coordinator
Devise, design and execute adoption promotions to help move animals into homes in a timely manner and increase public awareness
Create content for animal promotion on social media platforms in collaboration with the Communications Coordinator
Inventory and stock adoption-related supplies; manage shelter expenses related to adoptions and retail sales
Maintain publications and materials specific to adoptions, animal care and behavior, HSCC programs and other public resources
Other administrative duties as directed
Operational Functions
Open and prepare the adoption center
Train, supervise and effectively manage Customer Care staff and volunteers in daily adoption center operations, ensure customer service is exceptional at all times, oversee the facilitation of visitor/animal interactions to ensure a safe and pleasant experience
Model professionalism and exceptional customer service, ensure HSCC policies and guidelines are adhered to while providing a non-judgmental, positive experience for the public
Train Customer Care staff and volunteers to guide callers and visitors on humane animal care and behavioral issues, counsel potential adopters through the adoption process, including follow-up communication
Collaborate with the Director of Volunteer and Community Outreach to recruit, train, and release customer care volunteers
In collaboration with the Customer Care Assistant oversee daily front desk operations while taking staffing needs and policies into account
Assist the Shelter Director in developing and maintaining adoption center standard operating procedures
Supervise proper documentation and review all adoption center financial transactions, including adoption fees, donations, and retail sales, ensure secure handling of all adoption center and retail revenue
Respond to and guide staff through challenging customer service situations, including dissatisfied visitors/callers
Oversee the accurate and thorough completion of database entries, animal and person records, adoption paperwork, and other related forms
Close and secure the facility at end of shift, following security protocols
Facilitate adoptions, as needed
Some aspects of intakes and animal and medical care tasks included
Other responsibilities as directed
This is a **full time** job
**Contact Information**
**Job Contact Details**
Name Brent Householder Title Director of Finance and Administration Telephone Number Email Address Website Closing Date: Monday, February 28, 2022
**Posting Date:** January 27, 2022
**Closing Date:** February 8, 2022
