Customer Care Supervisor, Salem

Customer Care Supervisor

Salem Campus - Salem, OR 97317

Overview

Salary Range $27.88 - $29.59 Hourly Position Type Full Time

Description

About Oregon Humane

Founded in 1868, Oregon Humane is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, Oregon Humane is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we're creating an ecosystem where all of us animals and humans feel safe, valued and part of something bigger.

The Team

Customer Care is responsible for education and matchmaking between our clients and the animals in our care. They will inform clients on topics ranging from pet ownership, training techniques, acclimation of pet into the home, and known behavioral/medical needs of the animals. Customer Care focuses on the transition of the animal from the shelter to the adopters home as well as supporting resources throughout the pets life.

The Position

The Customer Care Supervisor assists in the implementation of organizational and departmental policies, procedures and protocols to ensure the highest possible quality of animal and client interactions.

The Customer Care Supervisor facilitates collaborative and helpful interactions between the staff, volunteers and the public, assists in the selection, hiring and management of assigned staff members and promotes a safe, collaborative and team centered working environment. Additionally, the Customer Care Supervisor coaches staff in showings and adoptions of animals, processes animal adoptions in software database systems, ensures that all transactions are documented and appropriate paperwork is completed, and assists the public with animals for adoption by providing educational guidance.

Eligible Benefits

We are committed to creating a better future for pets, and we work hard to achieve our goals while offering a rewarding workplace including competitive benefit packages to our employees.

• Medical/Dental/Vision
• Paid Time Off + Sick Time + Holidays
• 401(k) with employer match
• Professional Development Opportunities
• One free Oregon Humane adoption / year
• Perks & Discounts

Essential Responsibilities

PERSONAL LEADERSHIP

• Consistently strives to exceed expectations; demonstrates flexibility, resilience, 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 people with respect and dignity.
• Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

TEAM LEADERSHIP & MANAGEMENT

• Manage, support, and provide coaching feedback to team members, and create and sustain a work environment of mutual respect where team members strive to achieve excellence within their own team and embrace their role and responsibilities in advancing shared goals and priorities.
• Manage day-to-day implementation and support for key activities including coordination with other teams implementing complementary activities.
• Role model inclusive leadership, creating an environment where diverse viewpoints are welcomed and actively engaged

LEARNING

• Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
• Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
• Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

• Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
• Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside Oregon Humane at all levels.
• Leverage our best practices externally and grow Oregon Humane' reputation as a leader in the animal welfare space.

Primary Responsibilities

• In support of the Customer Care and Admissions Manager, provide oversight to the following areas: showings, adoptions and front desk.
• Assist in hiring, training, and managing Customer Care employees.
• Promote team development and assist in resolving and mitigating conflicts. Lead and participate in teambuilding activities.
• Provide motivation, recognition, and encouragement to all Customer Care staff. Assist with special projects and mentor staff for professional growth and department effectiveness.
• Prepare weekly staff scheduling, monitor vacation and holiday time and timecards and have the ability to be "On Call" if necessary. Monitor timecards and Paycom.
• Develop, implement, and provide training on department policies and procedures, including creating and updating SOPs.
• Ensure that all daily operational and closing tasks are completed. Monitor quality of work and offer feedback for improvement as needed. Monitor the progress and completion of special projects as assigned.
• Monitor and assess client interactions and assist with difficult questions or situations. Elevate client concerns to responsible parties and departments as needed. Answer phones and questions pertaining to Customer Care. Greet and interact with the general public in a friendly, professional, and respectful manner at all times. Work with the public, staff, and volunteers to resolve complaints and issues in a productive and collaborative manner.
• Manage operational projects specific to the Customer Care department and provide interdepartmental training.
• Practice open communication across all OHS departments to facilitate the flow of animals and to provide follow up when needed.
• Ensure that supplies and equipment are used correctly and that adequate inventories are maintained.
• Support the Customer Care and Admissions Manager in maintaining spending according to established budget parameters.
• Adhere to all OH safety, injury reporting, training, handling, and transportation protocols in order to ensure that the shelter environment is safe for animals, the public, volunteers, and other employees.
• Adhere to all OH volunteer guidelines. Communicate with and guide the work of assigned volunteers to ensure their most effective and efficient utilization. Assist in training volunteers. Observe and give regular feedback about volunteer capabilities and training needs to Volunteer Manager to continuously improve work quality and improve the ability to augment area functionality.
• Assist with public education events such as tours, presentations and in-shelter types of education such as animal behavior training, shelter greeter training, and shelter day camp.
• Attend and act as a liaison in department, safety, and staff meetings when needed.
• Perform other duties as required.

Supervisor Responsibility

Supervises: Customer Care Representatives

Accountability

Reports Directly To: Manager, Customer Care and Admissions

Often Engages Directly With: Animal Care, Admissions, Shelter Medicine, Volunteer Engagement

Qualifications

Minimum Qualification & Transferable Skills

• 2 years leadership experience.
• Able to set goals, prioritize, delegate work, and provide feedback to others in order to complete multiple tasks on or before deadline.
• Able to demonstrate a high degree of independence, initiative, and organization.
• Able to effectively respond to changes in department workflow and demonstrate sound judgement while providing support services.
• Able to become a Primary in all department areas in a timely manner.
• Knowledge and experience working with a wide variety of dog and cat breeds, behavior and medical issues.
• Intermediate experience with computer hardware and software programs. Proficient in the use of Microsoft Office tools including Word, Excel, and Outlook.
• Able to work weekends, evenings and holidays as requested.
• Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff and volunteers.
• Proficiency using the Microsoft Office Suite, including Outlook, Word, Excel.
• Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative,