Customer Relations Manager

Job Description

Job Description

Manager, Customer Relations

Position Status: Hourly, 1.0 FTE (32-40 hours/week), Tuesday-Saturday

About Saving Grace Humane Society

Founded in 2001, Saving Grace Humane Society is dedicated to building a humane community in Douglas County through animal sheltering and protection, community services, and advocacy in order to strengthen the human-animal bond. We envision Douglas County as a compassionate community where animals and their people are treated with care and respect.

Visit to learn more about our animals, programs, and additional opportunities.

The Team

Our Customer Relations Specialist Team (CRS) provides friendly, knowledgeable support to visitors, adopters, donors, volunteers, and the public, greeting and assisting guests in person, by phone, and via email. The team guides adopters through the process, manages paperwork, and offers counseling to ensure a smooth experience. They also share resources on responsible pet ownership and shelter services, foster community relationships, promote events and fundraising, maintain accurate records, and coordinate appointments and animal outcomes. United by a commitment to exceptional care and service, the team helps uphold high standards and strong community engagement within the shelter.

The Position

The Customer Relations Manager (CRM) serves as a hands-on leader, performing all responsibilities outlined in the Customer Relations Specialist (CRS) job description while providing guidance and direction to the Customer Relation Specialist team. Key duties include overseeing front desk operations to create a welcoming and efficient atmosphere for all visitors, collaborating with other departments to ensure efficient operations, and fostering exceptional customer service at every touchpoint. The CRM streamlines communication between departments and advances the organization’s mission through close collaboration with the Operations Director, staff, and volunteers. This leader cultivates a positive, solution-oriented environment and actively participates in onboarding and training new team members to maintain the highest standards of service. This hourly position requires flexibility, with a typical work week of 32–40 hours, Tuesday through Saturday. Responsibilities include opening and closing procedures, as well as availability for emergencies, holidays, and Saving Grace events as needed. This position must support all board policies and position statements.

Essential Responsibilities

PERSONAL LEADERSHIP & REPRESENTATION

Consistently strives to exceed expectations; demonstrates flexibility, and the ability to maintain positive relationships and composure, even under difficult circumstances

Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all animals and people with dignity and respect

Demonstrates a proactive sense of ownership by identifying challenges early and implementing effective solutions

Promotes a positive image of the company through every customer, partner, and community engagement

TEAM LEADERSHIP

Supervise, support, and provide coaching feedback to the CRS team members, and create and sustain a work environment of mutual respect where team members strive to achieve excellence and embrace their role and responsibilities in advancing shared goals and priorities 

Oversee day-to-day implementation and support for key activities including coordinating with other teams to implement complementary activities

Role model inclusive leadership, creating an environment where diverse viewpoints are welcomed and actively engaged

Distribute information from the Leadership Team ensuring the CRS Team is up to date on any changes to protocols, events, staffing and other relevant information

Must take proactive, solution-oriented ownership of tasks and drive progress toward achieving team objectives

Empower the CRS Team to make decisions in the best interests of the animals and their people and according to the values of Saving Grace

Attend regularly scheduled Leadership meetings and other functions as occasionally required by the Leadership Team

LEARNING & GROWTH

Seek out continuous learning in order to gain knowledge and perspectives within the role and narrow potential skills gaps

Demonstrate an awareness of individual personal strengths and development needs and maintain openness to feedback and growth

Utilize online and local resources, such as area veterinary clinics, other animal welfare organizations to stay well-informed of current best practices for animal welfare customer service, in order to continuously enhance our service delivery

Become Fear Free certified (This is a free, online certification course for “Respectful Communications Animal Training”)

PRIMARY RESPONSIBILITIES

Support operational excellence by assisting the Operations Director, managing inventory and janitorial supplies, and performing additional duties as assigned by leadership

Provide exceptional front desk service by welcoming visitors, responding to inquiries, managing incoming calls and emails, and offering detailed information about the organization's services and resources

Facilitate the adoption process by assisting with paperwork, presenting animals to potential adopters, and maintaining accurate records of adoptions, lost and found reports, and public inquiries

Mentor and train new customer service staff and volunteers, participate in team meetings and training sessions, and collaborate with all departments to ensure efficient, policy-aligned operations

Address visitor concerns, capture client stories (with permission) for marketing and fundraising, and assist in triaging incoming animals to support the organization's mission

MANAGER RESPONSIBILITY

• \tOversee CRS team operations and provide daily leadership and support, including handling team concerns, conducting meetings and evaluations, and assisting with hiring, training, and disciplinary actions

• \tMaintain up-to-date standard operating procedures, protocols, and training manuals, and communicate policy and procedure updates to relevant staff and volunteers

• \tSupervise cash handling and payment systems, reconcile daily receipts, prepare deposits, and report discrepancies in accordance with company policies

• \tSupport promotional activities and special adoption events to advance organizational goals

ACCOUNTABILITY

Reports Directly To: Operations Director

Minimum Qualification & Transferable Skills

Passion for animals, commitment to Saving Grace Humane Society’s mission, and dedication to humane treatment and advocacy for animal welfare

Minimum high school diploma or equivalent, with at least 3 years of customer service experience and prior experience managing multiple employees in a fast-paced environment

Strong leadership and team-building skills, including the ability to lead, motivate, and train staff and volunteers while maintaining professionalism and sound judgment when resolving challenges

Excellent communication skills, both verbal and written, with proficiency in Microsoft Office Suite and experience using multiline phone systems

Ability to handle all types of animals safely and responsibly, general knowledge of pet care and behavior, and a consistently positive attitude and sense of humor

Preferred Skills:

Minimum of 2 years directly supervising or managing a team

Experience with using multiline phone systems

Experience with customer service

Experience with database software

Work Environment Conditions & Physical Requirements

This position interacts with and collaborates with all levels of the organization, including staff, leadership, donors, the public, external vendors, volunteers, and supporters. Contact and communication are carried out through face-to-face, telephone, and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional, and respectful in all circumstances.

WORKING CONDITIONS

Work is performed in a public lobby setting, a shared office and a medical clinic/animal shelter environment

Contact with emotional people may occur

Animal contact and related injuries and exposure may occur

Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations

Pace of work is active and demanding, requiring a high degree of multitasking, long periods of standing, and ability to adapt to changing priorities while managing concurrent projects and tasks to completion

Requires patience and tact when working with difficult, emotional or angry people

PHYSICAL REQUIREMENTS

Pushing, pulling, lifting and moving of animals or objects weighing up to 50 lbs is sometimes required

Occasional pushing and pulling of carted items weighing up to 100 lbs.

Occasional moving items above shoulder level

Occasional use of hands and arms at or above shoulder level

Ability to stay standing or active during entire shift

Occasional climbing and bending

Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs on a leash on an occasional basis

Must be able to remain in a stationary position, including standing for prolonged periods

Ability to respond and perform life saving techniques in an emergency

Diversity, Equity, Inclusion & Belonging

Achieving our mission begins with how we build our team and work together as an organization within the community. We strive for a culture of integrity, respect, and compassion where every member contributes their perspectives and authentic selves and reaches their potential as individuals and teams. We recognize that this is a journey, and we are committed to learning, listening, and evolving as we grow together for each other, the animals, and the community we serve.

Equal Employment Opportunity

Saving Grace Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

Starting Pay Range: $18-$20 per hour