Client Care Supervisor - Animal Adoptions

Job Description

Job Description

Bideawee was founded upon the principle that every homeless animal should have a place where they are welcome, and that sense of compassion, dedication, and justice remain at the core of who we are and what we do. We believe that a company is only as great as those who embody its mission, and we are committed to the growth, success, and well-being of our staff and community. Join an organization that has been making the world a better place for pets and the people who love them since 1903!



 

Full time employees of Bideawee enjoy benefits such as:

• Medical/Dental/Vision plans, including free options
• Generous amounts of Paid Time Off
• 403(b) with matching employer contributions
• Discount services and pet food
• Health Reimbursement Account

 

Position Purpose:

In conjunction with the Adoption Center Manager and other adoption center management, the Client Care Supervisor is responsible for ensuring that high quality client care services are offered to customers, including but not limited to visitors, adopters, animals, veterinary clients, volunteers and Bideawee staff. The Client Care Supervisor ensures that Bideawee’s Customer Service Standards, policies & procedures are being met by all adoption center staff. The Client Care Supervisor always maintains a happy and professional demeanor. This person is not only a supervisor, but someone who provides services at the front lines in the Adoption Center acting as a role model to all Adoption staff.

This is a full-time position with a salary of $23/hr.

Responsibilities/Duties/Functions/Tasks:

Supervision & Performance of Client Services & External Relations

• Ensures that Adoption employees adhere to Customer Service Standards and Bideawee policies & procedures
• Ensures that every Adoption employee who comes into direct contact with visitors plays their role as educators and is well informed and well versed about all of Bideawee’s services
• Oversees and ensures that the highest quality client services are offered to all visitors, callers, and email inquiries (internal and external)
• Handles Customer complaints professionally and finds diplomatic resolutions
• Participates in strategic planning with Adoption Manager and other managers to enhance customer service standards
• Communicates new policies and keeps staff and volunteers updated regularly on customer service standards and information through written and verbal means
• Trains new Adoption staff members at the front desk
• Always maintains and exhibits a compassionate attitude towards all people and animals
• Communicates to the public the beliefs of Bideawee regarding responsible human-animal relationships, including the emotional and physical needs of animals and compassionate training strategies
• Acts as a role model and ensures that all Adoption employees answer the phone in a courteous, prompt manner and provides customer assistance on a range of issues from animal admissions, adoptions, questions about Bideawee services, behavior & training questions, etc.
• Ensure that voicemail is checked and responded to in a timely manner according to Bideawee’s Customer Service Standards. The Queue should also be checked periodically to ensure the phones have not shut off and calls are not lost.
• Make follow-up calls and emails to adopters after adoption to see how things are going, as well as directing other staff and volunteers to do so as needed when helping at the front desk.
• Ensures that surrender and post-adoption appointments are being made properly, in conjunction with the Adoption and the Animal Care Manager.
• Keeps a positive, cheerful working environment

Supervision & Maintenance of Documentation

• Ensures the adoption process is a positive and mutually beneficial experience by doing up to and including:
  • Keeping prospective adopters informed of expected waiting time if there are any delays.
  • Quickly understanding the prospective adopter’s needs and initiate the process of meeting those needs.
  • Helping prospective adopters complete the adoption form.
  • Interviewing and screening potential adopters.
  • Matching applicants to an associate that can assist with showing them animals.
  • Obtaining identification and any other corresponding documentation for adoption such as a utility bill along with proper photo identification.
  • Landlord checks by requesting a lease or documentation from their building stating they are allowed pets in their apartment or rental property.
  • If home owner, proof of home ownership such as a mortgage or tax bill with their name and home address.
  • Educating prospective adopters on responsible pet ownership.
• Adoption support- ensure all adopters are checked in animal abuse registry, process adoptions in shelter software, register dog licenses, prepare adoptions folders as needed when requested physical copies
• Oversee phone and email correspondence with Adoption Center
• Restock retail, monitor sales/process retail sales
• Ensure upon adoption that adopters have any applicable items to go home with, including behavior scholarships or medications. Check records to ensure no medications need to be sent home
• Should maintain an inventory/list of supplies in Close Out needed for ordering necessary for the front desk to ensure they do not get too low (ex: photo paper, printer ink, adoption folders, etc).
• Ensures and monitors all paperwork & adoption software records to ensure they are properly entered and maintained, such as adoption, admission, donation, daily cash outs, medical discharges, behavior discharges.
• Ensures all Adopters information is initialed on Adoption Contract and is reported into the Science Diet Food, Shelter and Love Program for continued services from Science Diet and receiving coupons from science diet allowing Bideawee animals to continue receiving free food.
• Ensures proper processing of Adoptions.

Administration

• Assumes additional administrative responsibilities and decision making in absence of Adoption Center Manager.
• Communicates constantly with the Adoption Managers through weekly meetings
• Maintains positive internal working relationships with all department employees by communicating in a professional manner.
• Recognizes outstanding Adoption staff performance, initiative and innovation by informing the Adoption Manager
• Provides constructive feedback to the Adoption Manager on matters of staff performance in regard to customer care, efficiency, and compliance
• Instills teamwork amongst the Adoption staff and other departments

Animal-related tasks

• Stays familiar with our resident animals available for adoption.
• Animal care responsibilities including but not limited to daily morning and afternoon routines like walks, cleaning, medicating and feeding during closed hours.

Volunteer & event-related tasks

• Corresponds and coordinates with Volunteer Manager when corporate groups are expected and where to guide them.
• Works with Adoption Manager in preparing Adoption Event Packets and selection of dogs and cats that will be attending events.
• Ensures Dogs or Cats selected for a special cuddle events, media events or Adoption events are ready to go in the absence of the Adoption Manager and coordinates with volunteers attending the event.
• Helps train new volunteers on Front Desk and Client Care
• Ensure folders for mobile adoption events are created when animals attend an event
• Direct fosters coming in for medical exams, supply pick ups or drop offs, appointments and coordinates with Foster Manager as needed

Housekeeping/Maintenance

• Ensures that the reception and waiting areas are always neat and clean, and donations/deliveries are put away in a timely manner
• Always maintains personal appearance neat, professional and clean
• Creates, maintains and ensures kennels keep professional looking and up to date kennel cards
• Ensure staff and volunteers remove or disperse donations in timely manner

Financial Responsibilities

• Handles monetary transactions with clients and provides receipts accordingly
• Ensures daily cash reconciliation reports are saved, weekly bank deposits dropped off in coordination with the Adoption Manager
• Keeps cash/checks, and utilizing the drop safe at the end of each day secure at all times
• Ensures entries are made in the donation excel spread sheet for daily donations dropped off for record keeping and acknowledgement letters to be mailed to donors

 

Requirements:

• High School Degree or equivalent, college degree preferred.
• Minimum 1-2 years supervising experience.
• Computer and data entry experience.
• 3-5 years in customer service position

Qualifications:

• Excellent leadership, teamwork and assertiveness skills.
• Ability to lead and supervise staff, in conjunction with other supervisors.
• Ability to work efficiently with limited supervision.
• Concern and respect for animals and people and a belief in the benefits of strong human/animal bonds.
• Ability to maintain composure and excel in a fast-paced environment while remaining organized and accurate.
• Ability to communicate with the public in a respectful manner, even under pressure.
• Punctuality.
• Ability to take initiative and make mature individual and team-based decisions.
• Ability to follow established policies and procedures and demonstrate good judgment in exceptional situations.
• Ability to communicate policies, procedures and guidelines and follow through with implementation, and monitoring results.
• Ability to represent the values of Bideawee by working in a culturally diverse environment and community in a way that fosters understanding and compassion

Specific Work Requirements:

• May need to lift 30 pounds.
• Weekend and holidays and schedule flexibility.
• Professional attire.

Preferences:

• Customer Service Experience.
• College degree in communications related field.
• Media training.

Commitment to Diversity, Equity & Inclusion

Bideawee is committed to diversity, equity, and inclusion. We continuously strive to place our employees at the center of our thinking and elevate inclusive practices to develop and support a more engaged and productive workforce.

Equal Opportunity

Bideawee is an equal opportunity employer committed to achieving the goal of equal employment opportunity for all. Applicants and employees are considered and evaluated for positions without regard to mental or physical disability, race, creed, color, religion, gender, national origin, citizenship status, age, genetic information, military or veteran status, sexual orientation, marital status, employment status or any protected federal, state, or local status unrelated to the performance of the work involved.

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