Customer Care Team Lead

1 month ago

Portland, United States Oregon Humane Society Full time
Job Details

Level
Experienced

Job Location
Portland Campus - Portland, OR

Salary Range
$21.15 - $22.24 Hourly

Description

About the Oregon Humane Society

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we're creating a More Humane Society.

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 pets into the home, known behavioral and 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 pet's life.

The Position

Under the direction of the Customer Care Supervisor, the Customer Care Lead assists in implementation of organizational and departmental policies, procedures and protocols in order to ensure that the highest possible level of service is provided to clients who visit OHS or who contact OHS via phone or mail. The Customer Care Lead will facilitate collaborative and helpful interactions between the staff, volunteers and the public and promote a safe, collaborative and team centered working environment. All OHS staff members contribute to the stewardship of the organization's mission and are expected to stay current on and understand issues related to animal welfare and OHS programs.

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 OHS at all levels.
  • Leverage our best practices externally and grow OHS' reputation as a leader in the animal welfare space.
PRIMARY RESPONSIBILITIES
  • Ensure that all daily operational and closing tasks are completed in a thorough and timely manner including adoptions, customer correspondence, inter-agency communication, ushering, data entry, and coaching and department presentation. Monitor quality of work and offer feedback for improvement as needed. Monitor the progress and completion of special projects as assigned.
  • Perform Customer Care Representative level 3 duties and responsibilities as a mentor and teammate. Role model OHS Customer Service Values and hold Customer Care team members to the same standards.
  • Ensure that Adoption processes occur according to schedule and quality requirements.
  • Manage client flow. Answer phones and questions pertaining to Customer Care. Greet and interact with the 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.
  • Monitor and assess client interactions and assist with difficult questions or situations. Elevate client concerns to responsible parties and departments as needed.
  • Provide motivation, recognition and encouragement to all Customer Care Representatives. Assist with special projects and mentor staff for professional growth and department effectiveness.
  • Adhere to all OHS personnel policies and procedures. Participate in selection and interviewing processes for new staff members. Participate in new hire orientation and on boarding activities as requested. Assign a "buddy" to each new staff member and monitor learning progress and training needs of new staff members.
  • Promote team development and assist in resolving and mitigating conflicts. Lead and participate in teambuilding activities. Role model professionalism and mutual respect during all interactions with staff. Report performance concerns, staffing shortages and/or morale issues to department supervisor or Customer Care Supervisor in a timely and accurate manner.
  • Collaborate with other OHS departments and staff members to ensure a holistic, customer focused approach to animal adoptions. Proactively assist and communicate with the Animal Care, Behavior and Medical Operations teams in order to effectively and efficiently present a unified system or process to the client.
  • Ensure that supplies and equipment are used correctly and that adequate inventories are maintained. Notify Maintenance department when repairs or preventative maintenance is needed. Support the Customer Care Supervisor and Manager in maintaining spending according to established budget parameters.
  • Adhere to all OHS safety, injury reporting, training, and handling and transportation protocols in order to ensure that the Shelter environment is safe for animals, the public, volunteers and other employees. Wear required clothing, identification and safety garments/equipment as defined by OHS policies and procedures.
  • Adhere to all OHS volunteer guidelines. Communicate with and guide the work of assigned volunteers on a daily basis 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 Services Manager in order 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.
  • Consistently attend and act as a liaison in department, safety and staff meetings.
  • Perform any other duty as request by management.
SUPERVISOR RESPONSIBILITY

Supervises: None

ACCOUNTABILITY

Reports Directly To: Customer Care Manager

Often Engages Directly With: Admissions, Animal Care and Shelter Medicine Team

Qualifications

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.
  • 3-5 year(s) work experience providing customer service in a professional work environment.
  • Trained and certified in CPR and First Aid. Able to maintain certification throughout the course of employment.
  • Excellent verbal and written communication skills.
  • Able to communicate with a diverse population in a consistently informative, respectful and professional manner.
  • Able to maintain a professional appearance and exercise sound judgment during all interactions with the public, staff and volunteers.
  • Knowledge and experience working with a wide variety of dog and cat breeds.
  • Intermediate experience with computer hardware and software programs.
  • Able to work weekends, evenings and holidays as requested.
  • Able to maintain a valid Driver's License and provide proof of auto insurance
Preferred
  • 1+ year(s) supervisory experience
  • 2+ years related coursework at an accredited college or university
  • 3-5 years animal shelter experience
  • 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 will all levels of the organization, including OHS 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 a high degree of multitasking and 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 Society 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.

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