Customer Care Supervisor, Salem

Job Details Job Location: Salem Campus - Salem, OR 97317 Position Type: Full Time Salary Range: $27.88 - $29.59 Hourly About Oregon Humane Founded in 1868, Oregon Humane is the Northwest's oldest and largest animal welfare organization. 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 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’s 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 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, respectful and professional manner. Work Environment Conditions & Physical Requirements This position interacts and collaborates with all levels of the organization, including Oregon Humane staff, executive team members, donors, general public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional and respectful in all circumstances. WORKING CONDITIONS Work is performed in an office and medical center/animal shelter environment. Travel between the two campuses may be required. Working at both campuses may be required. Occasional weekend and evening work may be required. Animal contact and related injuries may occur. Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations. Pace of work is active and demanding, requiring the ability to adapt to changing priorities while managing concurrent projects/tasks to completion. Contact with angry or emotional people may occur. PHYSICAL REQUIREMENTS Occasional lifting and moving of inanimate objects weighing up to 50 lbs. Occasional pushing and pulling of carted items weighing up to 100 lbs. Occasional moving items above shoulder level. Occasional use of hands and arms at or above shoulder level. Prolonged standing, sitting and/or stooping may occur. Occasional climbing and bending. Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash on an occasional basis. Must be able to remain in a stationary position for prolonged periods. Ability to respond and perform life saving techniques in an emergency. Diversity, Equity & Inclusion Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today. Equal Employment Opportunity Oregon Humane is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives and skills so that we can be collectively stronger and have sustained impact. We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group. At-Will Employment This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship. #J-18808-Ljbffr