Customer Service Supervisor - PUB FT
Assist all customers coming into the Humane Society in an efficient and professional manner by working alongside and overseeing the work of the customer service admissions and adoptions staff. This is a working supervisor position. Work cohesively with all departments of the organization
Key Duties and Responsibilities:
- Maintain a regular presence on the customer service 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 always being delivered.
- Routinely act as a Customer Service Representative.
- 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 customer service area clean, uncluttered, and stocked.
- Call on last day of "Owner Notify" on a daily basis and document all attempts thoroughly. Remove animals from hold when needed and follow up with affected departments.
- Ensure the return of animals to their rightful owners and answer questions regarding reclaim fees when required.
- Maintain V-slips
- Oversee all aspects of the lost and found program, including daily owner notify reports and urgent lost as required.
- Maintaining the customer service training manual.
- Make supervisory level decisions regarding: the intake type and status of animals including OS vs. OS for euthanasia, fee adjustments and other difficult customer service decisions.
- Report customer relations issues that require escalation to the Operations Manager.
- Always remain calm and courteous to all customers, co-workers and animals.
- Document staff and customer complaints and provide feedback to the Operations Manager.
- Handle complaints and/or concerns from customers with professionalism and good judgment. Involve Operations Manager and/or Associate Director when necessary.
- Monitor workload in customer service and adjust schedules and staffing levels to meet quality customer service standards and the needs of the department.
- Effectively run weekly customer service department meetings.
- Perform and assist in the euthanasia process
- Assist with population management by completing the standard due out report.
- Order office supplies
- Other duties as assigned.
- 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 Operations 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 disciplinary actions and document and report the feedback to the Operations Manager and the HR Manager.
- Oversee training of new Representatives and provide feedback regarding status of training to the Operations Manager.
- Oversee training of new volunteers and provide feedback and status updates regarding volunteers to the Operations Manager and to the Volunteer Programs Manager.
- In conjunction with the Volunteer Programs Manager, provide coaching and feedback to volunteers.
- When required, open the CS cash and reconcile receipt discrepancies to ensure financial transparency and ethics.
- When required, perform “lock up” procedure in the evening to ensure all entrances are locked and kennel lights are turned off.
- Assist the Operations Manager by providing feedback on policies and procedures that affect the Customer Service department.
- Approve payroll.
- Execute hiring process by selecting appropriate candidates, interviewing and following proper hiring procedure
- Manage 1st report of injury reports.
- Provide feedback to staff regarding activity levels, donation levels.
- Complete staff performance evaluations.
- Participate in leadership and management meetings and committees as assigned.
- Other duties as assigned.
- Communications – Is visible to staff, communications with Associate Director and Operations Manager 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.
- One-year experience as staff supervisor/lead worker.
- 2-3 years customer service experience preferred.
- Highschool diploma or GED preferred.
- Advanced training and/or instruction in the field of animal care and animal handling preferred.
- Ability to multitask and work in a fast paced environment.
- 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:
- Ability to obtain EBI (Euthanasia by Injection) certification within 12 months of hire
- CO Driver’s license is highly desired.
NOTE: The job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties.
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 $17.35/hour
Job Status: Full Time