Customer Care Manager

DESCRIPTION

With a staff of highly recognized animal control and humane officers, Inland Valley Humane Society & S.P.C.A. (IVHS & SPCA) answers the call of thousands of animals in need every year. Our community outreach programs educate the public on the humane treatment of animals including local wildlife, proper pet care, and how to be a responsible pet owner. Equally important is IVHS & SPCA’s commitment to providing affordable veterinary care with a mobile low-cost vaccination clinic, low-cost and no-cost spay and neuter programs, and microchipping for pets in our communities.

The Customer Care Manager’s role is to oversee all customer care as it relates to general customer service, licensing, receiving of lost and found animals, and reunification with owners. This position will also review the programs in place and analyze where we can drive improvement to increase our overall guest satisfaction.

RESPONSIBILITIES

Include but are not limited to:

• Manages, trains, and supervises the Customer Care Representatives.
• Ensures exceptional service to every customer via phone, email and those entering the IVHS campus.
• Manages the reunification of lost animals with their owners by confirming ownership, collecting payment, and completing paperwork.
• Manages the Animal Receiving area where animals that are lost or found are brought in and processed into the care of IVHS.
• Ensures a positive, resourceful approach to customer service with a goal of providing resources to the public and keeping animals in homes as appropriate. Promotes positive relations with the general public, volunteers and staff.
• Upholds IVHS mission and contributes to building a culture of philanthropy.
• Works as a team member with other departmental leadership.
• Performs other duties as assigned.

EDUCATION/EXPERIENCE REQUIRED

• High school diploma or equivalent qualification.
• Must possess a positive demeanor, demonstrate strong verbal and written communication skills, and have the ability to work well both as part of a team and independently.
• 3-5 years of experience working for a non-profit rescue group, humane society, municipal shelter, or other animal welfare agency.

PREFERRED QUALIFICATIONS

• Bachelor of Arts or Bachelor of Science from an accredited university or college.
• Bilingual (English/Spanish/Mandarin) preferred.
• Experience working in an open-access shelter.

KNOWLEDGE AND ABILITIES

• Customer-centric, open-minded approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with an open adoption process.
• Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.
• Ability to work in a fast-paced environment with well-developed organization skills to juggle multiple competing tasks and demands.
• High proficiency with computers - including shelter management software.
• Ability to independently manage multiple projects simultaneously.
• Ability to work a varied schedule, including weekends and evenings, as required.
• Excellent communication skills to develop healthy relationships with staff, volunteers, and donors.
• Strong computer skills including Microsoft Office Suite (Word, Outlook, Excel.)
• Must be able to work independently with minimal supervision.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• Work is performed in a setting within an animal shelter facility. Regular exposure to animal shelter conditions including odors, airborne particles, and animal fur/dander.
• Must be able to:
  • Routinely lift 50 pounds and perform strenuous daily activity including, but not limited to lifting, carrying, reaching, stooping, squatting, cleaning, and bending.
  • Work at a computer for extended periods of time with repetitive typing, sitting, arm, and hand motion. 
  • Work indoors and outdoors in a variety of weather conditions including extreme heat and cold.
• Exposure to dogs, cats and other animals of all sizes, temperaments, and medical status
• Regular movement about the campus to coordinate work.

INLAND VALLEY HUMANE SOCIETY & S.P.C.A. CORE VALUES:

Pawsitive-Embracing optimism at all times with animals, ourselves, each other, and our community. 

Innovative- Leading the change our communities need with commitment to our mission.

Collaborative- Synergy and cooperation with partners and stakeholders to improve lifesaving.

Kindness- Meeting everyone with compassion and respect.

SUPPLEMENTAL INFORMATION

Only those candidates whose applications and resumes most clearly demonstrate the job-related experience, education, and training sought by Inland Valley Humane Society & S.P.C.A. shall be selected to move forward in the recruitment process. Placement in the position shall be contingent upon the successful completion of a written test with a minimum score of 80%, reference check, prior employment check, Live Scan, and pre-employment medical exam including a drug test.

All qualified candidates are encouraged to apply; Inland Valley Humane Society & S.P.C.A. is an Equal Opportunity Employer.

Salary depends on experience.