Client Services Manager

Adoption / Client Services 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.

As the Adoption and Client Services Manager at LifeLine Animal Project, you will lead and oversee the Client Services and Adoptions departments, ensuring exceptional service delivery and support for our visitors, pet owners, and adopters. This role requires strong leadership skills, a passion for animal welfare, and the ability to manage a team effectively while maintaining a high standard of customer service.

Essential Job Functions:

This represents a list of essential job duties. Other duties or special projects may be assigned as needed.

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

Leadership:

• Manage and supervise the client services team, including concierge and client service coordinators, ensuring they provide courteous and knowledgeable assistance to visitors.
• Manage and supervise the adoptions team.
• Develop and implement departmental policies, procedures, and training programs to enhance customer service and adopter efficiency and effectiveness.
• Ensure all Adoptions employees understand LifeLine adoption policies and procedures (Adopters Welcome).
• Oversee the client services and adoptions operations and procedures.
• Ensure all adoptions department operations comply with shelter policies and standards while prioritizing the welfare of animals.
• Manage department schedules to ensure adequate coverage.
• Take responsibility to ensure shelter adoption policy is adhered to and assist, as needed.
• Conduct regular one-on-one meetings with team members to provide feedback and support professional development.
• Handle situations requiring disciplinary actions to address employee performance and/or behaviors.
• Explain and interpret a vast array of information and verify that staff comprehends instructions given whether written or verbal.
• Be able to look at situations from the perspective of another while respecting, embracing, and celebrating the diversity of individuals.
• Make decisions and take appropriate actions to save lives by acting calmly in emergency and life-threatening situations.
• Manage the interview and onboarding process in the event of new hires.
• Exhibit exceptional stewardship by managing departmental budget and resources effectively, ensuring responsible financial stewardship.

Collaboration and Communication:

• Courageously, collaborate with other departments, such as animal care, veterinary services, and outreach, to ensure seamless operations and cohesive service delivery.
• Collaborate with other departments to accomplish departmental and organizational goals.
• Help build a community of animal welfare advocates by supporting and engaging the volunteers who aid the placement teams.
• Attend managerial meetings and events as needed.

General Responsibilities:

• Ensure accurate and timely data entry and maintenance of animal and client records in the shelter management system.
• Compassionately, lead efforts to reunite lost pets with their owners through proactive communication and collaboration with other departments and external agencies.
• Monitor and evaluate client satisfaction levels, addressing any concerns or issues promptly and implementing improvements as needed.
• Prepare and analyze departmental reports, metrics, and performance indicators to track progress and identify areas for improvement.
• Continue education by participating in LifeLine's 40-hour annual training requirement.
• Other tasks as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Compassion for animals and the people who love and care for them.
• Passion for animal welfare and a strong understanding of animal care and adoption processes.
• Ability to serve the public and fellow employees with honesty and integrity.
• Excellent customer service skills.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with diverse groups.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Proficiency in basic computer applications (e.g., MS Office, email) and experience with database systems is a plus.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent interpersonal and communication skills, both verbal and written.
• Demonstrated commitment to animal welfare and advocacy.
• Proficiency in using shelter management software and basic computer applications.
• Ability to work collaboratively with diverse stakeholders and departments.
• Flexible and adaptable to changing priorities and a fast-paced work environment.
• Ability to prepare and maintain routine work records and reports.
• Proven ability to effectively supervise the work of assigned subordinates.
• Basic animal medical and behavior knowledge (preferred)
• Comfortable working with dogs and cats of all sizes, breeds, and temperaments.
• Ability to follow safety protocols and handle challenging situations with calmness and professionalism.
• Ability to stand for extended periods and to bend and reach to perform assigned work activities.
• Frequent walking and ability to lift 50-80 lbs.
• Ability to conduct dog tests both on and off leash.
• Able to handle behavior evaluations with dogs and cats.
• Comfortable with leash walking dogs up to 110 lbs.
• Ability to handle seeing and dealing with animals that have been abused, neglected or treated cruelly.
• Must be able to work weekends, holidays, and varying shifts based on shelter needs.
• 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. Bachelor's degree preferred.

Two or more years of leadership experience.

One or more years' experience in animal related field preferred.

Minimum of 2 years of experience in a supervisory or managerial role, preferably in a customer service-oriented environment.

Fear Free Sheltering 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 vicious.