Customer Service Adoption Supervisor - COS FT
Assist all customers coming into the Humane Society in an efficient and professional manner by overseeing the work of the customer service adoptions staff. This is a Working Supervisor position. Work cohesively with all departments of the organization and oversee the daily functions of the customer service adoptions staff.
Key Duties and Responsibilities:
- Maintain a regular presence on the adoption floor to provide staff support, to ensure that staff members are in place, to ensure transactions are handled smoothly and efficiently, and to ensure that quality customer service is being delivered at all times.
- Routinely act as a regular Adoption Customer Service Representative.
- Maintain adequate knowledge of Admissions Customer Service Representative duties. Adoption Supervisor may be required to assist in Admissions when there are staff shortages in the department.
- Provide accurate information and friendly service to the public.
- Oversee work flow and foresee problematic transactions prior to the need for escalation and act accordingly.
- Keep the adoption customer service area clean, uncluttered, and stocked.
- Set up “direct to surgery” animals in the surgery center. Ensure that surgery animals are properly documented in Chameleon and scheduled.
- Assist Admissions department with lost and found and notify owner duties.
- Assist in maintaining the CS Adoptions training manual.
- Make supervisory level decisions regarding adoptions.
- Report customer relations issues that require escalation to the Customer Service Manager.
- Always remain calm and courteous to all customers, co-workers and animals.
- Document staff and customer complaints and provide feedback to the CS Manager.
- Handle complaints and/or concerns from customers with professionalism and good judgment. Involve CS Manager and/or Vice President when necessary.
- Conducts department staff meetings in the absence of the Customer Service Manager.
- Monitor workload in Adoption area as well as in Admissions area and work with Admissions Supervisor to adjust schedules and staffing levels to meet quality customer service standards and the needs of the department.
- Commitment to the mission, values, goals and success of HSPPR
- Perform all other duties as assigned.
- Be vigilant and able to handle internal and external conflict. Work with Customer Service Manager to resolve conflict and promote open communication between co-workers, management, and the public.
- Solicit employee input and, if appropriate, implement decisions affecting their work and work place.
- Provide feedback and coaching to CS staff regarding minor disciplinary actions and document and report the feedback to the CS Manager and the HR Manager.
- Oversee training of new Representatives and provide feedback regarding status of training to the Customer Service Manager.
- Oversee training of new Adoption volunteers (Customer Service Assistants, Dog and Cat Matchmakers, and Adoption Hosts) and provide feedback and status updates regarding volunteers to the Customer Service Manager and to the Volunteer Services Manager.
- In conjunction with the Volunteer Services Manager, provide coaching and feedback to Adoption volunteers.
- Oversee the CS cash close-out and reconcile receipt discrepancies to ensure financial transparency and ethics.
- When needed, do “lock up” procedure in the evening to ensure all entrances are locked and kennel lights are turned off.
- Assist the Customer Service Manager by providing feedback on policies and procedures that affect the CS department.
- Assist the Customer Service Manager with payroll approval when needed.
- Assist in hiring decisions by providing feedback and participating in the interview process.
- Maintain staff and volunteer schedule.
- In the absence of the Customer Service Manager, manage 1st report of injury reports.
- Provide feedback to staff regarding activity levels, donation levels, email capture levels.
- Provide input for, and assist Customer Service Manager with, staff performance evaluation reviews.
- Participate in leadership and management meetings and committees as assigned.
- Other duties as assigned.
- Communications – Is visible to staff, communications with Vice-President and CEO on significant developments within the department. Attends necessary meetings. Communications pertinent information to staff, managers and directors and ensures that department supervisors are communicating effectively with line staff. Communicates and problem-solves with other department managers.
- Organizational Development – Ensures that policies and procedures are being followed. Develops new ideas with staff. Supports management and discusses differences privately.
- Development – Encourages the use of volunteers and the solicitation of monetary and in-kind donations whenever possible.
- Fiscal Responsibility – Works closely with management to ensure that the department operates within constraints of annual budget.
- Staff Management – Utilizes performance-based management when counseling and evaluating staff and sets measurable goals for employee growth. Submits evaluations on time and encourages continuing education for staff as it relates to the organization’s needs. Recognizes good performance and counsels staff to correct problems.
- Availability – is flexible with scheduling.
- Work cooperatively with all volunteers and recognize the talent and commitment they bring to HSPPR.
- Ensure a safe work environment; following all safety guidelines and modeling safe work practices.
- Take immediate action to address any safety concerns and that could put a staff member, volunteer, client, animal, or the organization at risk.
Material and Equipment Directly Used:
- Knowledge and ability of common computer software.
Because of the fast-paced and variable environment of HSPPR’s Customer Service Department, The Adoptions Supervisor must possess above-average stress coping skills and be able to relate to people of all ages and backgrounds. CS Supervisors are frequently exposed to patrons that may be confused, irrational, agitated and/or uncooperative. CS Supervisors are frequently exposed to animals in various stages of distress; mental, emotional and/or physical. CS Supervisors must be able to work accurately around frequent interruptions. Personnel in this role may face hazards from exposure to chemicals, infections and zoonotic diseases.
Physical Demands – The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions:
- Normal working conditions in a business office setting.
- Periodically drives a HSPPR vehicle to perform duties.
- Frequently lifts and/or moves up to 15 pounds and occasionally lifts items up to 50 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision.
- Regularly required to use hands to handle or feel, reach with hands and arms.
- Specific duties of this position require the ability to talk and hear.
- Employees are frequently required to walk and sit. Employees may occasionally be required to stand, kneel, crouch or crawl.
- While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, wild or aggressive animals and toxic or caustic chemicals. The noise level in the work environment is usually loud.
- Required to work occasional evenings and weekends and be available as needed to meet the needs of the organization.
- Degree in related field or completion of sufficient coursework to successfully perform the required duties of the position and equivalent of three (3) years paid full time progressively responsible related paid experience or any equivalent combination of education and paid experience working with animals in a kennel, shelter, or veterinary hospital.
- One year experience as staff supervisor required.
- Advanced training and/or instruction in the field of animal care preferred. Equivalent combination of education and/or experience may be considered.
- EBI (Euthanasia by Injection) certification required at time of hire or ability to obtain within 12 months of hire.
- Must be able to communicate effectively, both orally and in writing.
- Experience with Microsoft Office and Chameleon a plus.
- Possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers and/or co-workers.
- Ability to add and subtract.
- Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.
- Ability to manage problems involving several variables in standardized situations.
- Ability to apply critical thinking to a situation in an effort to apply the best possible solution/outcome.
Certificates, Licenses, Registrations:
- CO Driver’s license is highly desired.
Who Are We? The first of only two AAHA accredited shelters in Colorado!
Employment at the Humane Society of the Pikes Peak Region - Colorado
HSPPR is a nonprofit animal shelter serving El Paso, Pueblo, and Douglas Counties as well as the City of Centennial. We employ a total of 190+ employees. We are an organization that celebrates and prioritizes diversity and inclusion. Employees must be 18 years of age, a drug test and background check are mandatory for employment. In addition to competitive salaries, we offer comprehensive benefits to our full-time staff. These include:
Health Insurance 401K with employer matching up to 4% of salary Dental and vision* Insurances Supplemental Group Insurance* Short and long term disability Insurance Paid time off Holidays Direct Deposit (*) Employee pays the full premium
The Humane Society of the Pikes Peak Region is a Public Service Loan Forgiveness qualified employer. To learn more about this program, go to https://studentaid.ed.gov/sa/.
The core values of the staff unite and guide us to provide the best service to the animals in our care, our organization and our community.
Core Values Statements
• Compassion: We believe that animals matter. We are committed to treating animals and people with kindness, respect and compassion.
• Stewardship: We are accountable and transparent in our actions and in the use of our resources to build trust in those we serve.
• Integrity: We believe we can make the greatest impact by staying true to our mission, always doing what is best for the animals and people of our community, and standing united in our decisions.
• Excellence: We are passionate about our mission, and strive for excellence through continual learning, innovation and the development of our board, staff and volunteers.
• Collaboration: We seek strategic partnerships and alliances to advance the welfare and protection of animals and people.
Pay: from $15.80/hour
Job Status: Full Time