​Works under the direction of the Animal Services Director to provide supervision of the Customer Care Specialists (CCS). Leads the customer care team to provide a high performance and customer service-oriented culture in-person, on the phone, and via e-mail/ social media. Provides daily oversight and management of the customer care team to include thoughtful scheduling based on customer demand, performance coaching, and when necessary issue discipline to employees. Monitors wait times to ensure satisfaction of customer service goals. Able to step in and assist in the role of CCS when needed or during periods of staffing shortages. Works collaboratively with other departments to ensure consistency of operations and to promote inter-department cooperation. Serves as liaison with veterinary and animal care staff to communicate medical/ behavioral concerns to potential adopters/ fosters and owners. Develops and implements in-house training programs using webinars and printed materials available from national animal welfare organizations to keep staff current on national trends regarding animal placement. Creates and maintains an adoption follow-up program according to national best practices which includes pet retention resources being offered during follow-up contact. Serves as the point of contact for customer complaints or disputes. Provides indirect supervision and support to the Support Services Specialist in the areas of HR, payroll, accounting, ordering, and vendor contracting.

Bachelor’s degree and three (3) years’ experience with one (1) of the three (3) years in a supervisory capacity in a customer-facing position or department, or any combination of professional or volunteer experience in animal care, ideally in a veterinary clinic or animal shelter. Knowledge of progressive animal welfare best practices preferred. Must have a valid driver's license and reliable transportation.​

OTHER FUNCTIONS:

Performs additional functions (essential or otherwise) which may be assigned.​

TYPICAL PHYSICAL DEMANDS: ​

Must be able to communicate clearly both verbally and in writing.​ Requires the ability handle animals, such as dogs and cats, weighing up to 50 lbs. Constant standing, and traversing shelter grounds as well as bending and reaching required. Ability to handle stressful situations and employ de-escalation techniques with the general public.

TYPICAL WORKING CONDITIONS: ​

Work is performed in an animal shelter environment. Frequent exposure to noise, fumes, pet hair, dandruff, and unpleasant odors. Involves contact with staff, visitors, volunteer volunteers, rescue workers and the general public. Must be able to be medically capable of handling and dealing with animals.​