Visitor Experience Manager

Visitor Experience Manager

LifeLine Animal Project is committed to the care and welfare of pets and the people who love them. The values we exhibit as an organization show the strength of our staff, our leadership and our community. We expect all employees to exhibit LifeLine's core values as we complete daily tasks, provide services to clients and care for our animals.

The Visitor Experience Manager assists the Community and Client Services team with providing excellent customer service to all shelter visitors and ensures the flow of shelter visitors is well-managed. This position supports shelter staff as they manage requests from the public and internal shelter tasks.

Essential Job Functions:

• Uphold the standards and values of LifeLine Animal Project: Save Lives -- Build Community -- Be Exceptional Stewards -- Be Courageous -- Be Compassionate -- Take Responsibility -- Respect, Embrace and Celebrate Diversity
• Assist the Shelter Leadership in supervising the flow of visitors to the shelter.
• Exhibit exceptional stewardship by upholding building presentation standards, monitoring the space for access, health and safety.
• Manage building dispatch system by monitoring visitor flow and supporting any technical issues that may arise.
• Take responsibility to monitor visitor wait time and follow up on visitor needs that are not met in a timely manner.
• Maintain readiness to take on any shelter department tasks necessary to expedite wait times and execute visitor service requests in an effort to save lives.
• Communicate clearly and positively with departments and fellow staff to ensure efficient visitor flow.
• Uphold a friendly and welcoming environment for both visitors and staff. Respect, embrace, and celebrate diversity by always operating with a judgement-free mindset and welcome visitors with a friendly and professional demeanor.
• Review feedback from public-facing surveys and review websites; respond and address as needed.
• Courageously oversee visitor experience technology and analyze data with the intent to share findings with leadership, and utilize for goal setting and process improvement.
• Continuously help to refine and optimize processes and support for staff to ensure efficiency, thoroughness, and a positive experience for staff and the community.
• Maintain any training materials related to the role and its procedures to ensure they are always up-to-date.
• Consult with department leads to identify inefficiencies and help to create and implement strategies to correct them.
• Take initiative to continually learn program and department tasks, new updates, and new staff to ensure a general knowledge of shelter operations and department roles.
• Help build a community of animal welfare advocates by supporting and engaging the volunteers who aid LifeLine.
• Continue education by participating in LifeLine's 40-hour annual training requirement.
• Other tasks as assigned.

Qualifications:

• Compassion for animals and the people who love and care for them.
• Excellent customer service and communication skills.
• Ability to manage people and a variety of tasks.
• Knowledge of general animal care principles and practices.
• Excellent organizational skills.
• Comfortable with technology and ability to learn new software.
• Demonstrated ability to coordinate with various departments, personnel, vendors, volunteers and outside agencies.
• Ability to serve the public and fellow employees with honesty and integrity.
• Must have a means of travel that ensures prompt arrival for work shifts.
• Must pass a background check.

Education and/or Experience: Minimum of high school diploma or equivalent. One+ years' experience in customer service. One+ years' experience in animal related field preferred.

Work Environment: While performing the duties of this job, employee may be exposed to unpleasant kennel smells. May have to handle dogs and cats that are stray, injured, diseased or reactive.