Client Care Supervisor

Client Care Supervisor

Schedule: Tuesday-Saturday, 10am-6:30pm. Off Sunday-Monday.

This mid-level managerial position is responsible for the overall supervision and oversight of the Client Care Department, ensuring compliance with organizational and city policies and procedures concerning animal intake, placement and care, as well as delivering excellent customer service.

Required Qualifications:

• High School Diploma or GED required.
• Minimum of 2 years management/supervisory experience or suitable related experience in the area of customer service to the public required.
• Ability to lift up to 50lbs.

Responsibilities:

• Manage all client-related aspects including general customer service, greeting clients, correspondence, cash management, and maintenance and upkeep of the front office area.
• Provide daily supervision of all Client Care personnel including scheduling, task assignments, performance evaluation, and any necessary follow up.
• Interview and select professionally capable staff that promote a positive, supportive culture.
• Create and facilitate comprehensive trainings for staff to perform at the highest level.
• Provide conflict resolution for both staff and clients through direct and transparent communication, including clients who may be emotionally agitated and challenging to work with.
• Review all customer service reports, including, but not limited to holding reports, ensuring potential owners are identified and contacted within an appropriate timeframe.
• Oversee a variety of administrative tasks including timecards approval, inventory and ordering, cash reconciliation and deposit preparation, review and management of animal records, etc.
• Act as point person and coordinator for all routine business with the Department of Health, including report submission, routine inspection, negotiation of releases for animals on Rabies observation, and more.
• Direct a proactive program aimed at reuniting as many lost pets with their families as possible.
• Understand the roles and responsibilities of all ACC departments and help "direct traffic" and triage to ensure all aspects of shelter activity are efficient and effective; assist where needed when activities and efficiencies are challenged.
• Act as ambassador for a variety of visitors to the Care Center ranging from school groups to media outlets to government officials.
• Work cooperatively with other management staff as it relates to the daily operation of the shelter.
• Other duties as assigned by the Admissions & Client Care Manager.

Preferred Qualifications:

• College degree preferred.
• Ability to communicate both verbally and in writing, in a clear, accurate and concise manner.
• Bilingual is a plus.
• Basic working knowledge of animal shelter policies and applicable laws/regulations preferred.
• Proficient in MS Word, Outlook and Excel. Animal computer software experience preferred.
• Reliability, high level of integrity, professionalism and punctuality.

Work Environment:

At ACC it's all hands-on deck. We work together as a team, which means you may be asked to help with tasks that involve working outside in all sorts of weather. As a busy animal shelter in one of the biggest cities in the world it can get noisy inside. Employees should have the ability to remain calm yet professional in stressful situations involving animals and/or members of the public. ACC houses hundreds of animals in its facilities at any given time and with that comes fur, odors and other airborne particles in abundance.

ACC offers many low-cost services to pets and people in need. This includes compassionate end-of-life services for people who cannot afford to go to a private veterinary office but still want to provide a professional and peaceful transition for their beloved pet.

Reports To: Assistant Manager, Admissions and Client Care

Overtime: This is a non- union position and is eligible for overtime.