Adoptions Manager

SUMMARY

Expertise, Innovation, Collaboration and Endurance - these are our core values at Columbus Humane. If you have expertise in innovative customer service, we have an amazing position for you We are currently hiring an Adoptions Manager to oversee and ensure exceptional customer care for all Columbus Humane guests. This pivotal role works closely with several other departments including Veterinary Services, Animal Care, Development & Marketing, and Volunteer Programs. Together, they set workplace standards and expectations for performance of tasks to ensure high quality of care for the human and animal clients served by Columbus Humane.

What You Will Be Doing

• Thinks, communicates, and acts in the best interest of Columbus Humane and our human and animal clients at all times; models our mission and values in all job-related functions.
• Cultivates a welcoming environment for all Columbus Humane visitors and ensures guests experience exceptional first impressions.
• Oversees customer service for Columbus Humane's adopters. Provides oversight of counseling and support for clients and their pets including educating the client on organizational policies and procedures regarding adoption, veterinary services, follow-up and successful new pet incorporation into the home.
• Generates, maintains, and distributes daily reports. Responds to client requests for information or complaints.
• Communicates closely with Director of Operations to share department updates, changes, trends, variations in programming, etc.
• Measures client foot traffic and call volume and actively solicits feedback from clients and measures client satisfaction.
• Assists Volunteer Programs Manager and other managers in supervising volunteers to maintain a clean, safe work environment and the humane treatment of animals.
• Financial management of department including participation in creation of department budget and controlled expenses within budget guidelines.
• Tracks, manages, and orders retail inventory including Franklin County dog licenses.
• Maintains third party and partner data submissions.
• Participates in the creation, implementation, and training of standard operating procedures for the department.
• Works in partnership with Animal Care Manager, Behavior and Enrichment Manager, and Veterinarians to ensure that all animals sheltered at Columbus Humane have a progress plan and are moved toward disposition in an efficient and effective manner, including but not limited to medical and behavioral evaluation.
• Works in partnership with Veterinary Services and Animal Care departments to ensure a high standard of herd health, exceptional disease control, and outbreak management.
• Works in partnership with other Operations Managers (Animal Care, Behavior & Enrichment, and Volunteer Programs) to ensure cohesive staff coverage across all departments.
• Ensures accurate and timely data entry in shelter management software including PetPoint and Petfinder.com for all outcome operations and ensures proper reconciliation of all financial transactions.
• Participates in the process of euthanasia including candidate selection and implementation as necessary.
• Serves as manager on duty as assigned. Responsible for closing procedures including building security and reconciliation of cash receipts.
• Coordinates schedules for all Adoptions staff (including holiday, sick, and emergency time-off situations) to ensure proper and adequate staffing to provide high-quality client services for Columbus Humane.
• Works with Director of Operations to manage the Fetch Pet Insurance partnership.
• Monitors cash transactions and ensures accurate recording of daily receipts.
• Supports culture of philanthropy. Accepts and records monetary and in-kind gifts.

SUPERVISORY RESPONSIBILITIES

Supervises and coaches a team of 5-7 Adoptions Associates & Leads. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Supervises assigned volunteers. Responsibilities include interviewing, hiring, and training and coaching employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

The Puurrrrks

• Generous PTO policy (vacation, sick and personal) and 7 holidays (can be floating holidays).
• Medical, dental and vision insurance.
• Flexible Spending Account (medical/dependent care).
• Life Insurance and Long Term Disability fully paid by Columbus Humane.
• Simple IRA with 3% company match.
• Employee Assistance Program.
• Employee Wellness Program (through BWC) with incentives.
• Adoption discounts & 20% discount at the Essential Care Center.
• A shelter experience like no other, working with over 30 species in our sparkling clean facility.

Requirements

• Bachelor's degree is helpful but not required. At least 3 years of strong customer service experience. An equivalent combination of related experience and education will be considered.
• At least 2 years of experience managing front-line team members.
• Previous experience in a shelter environment helpful, basic veterinary knowledge and animal handling skills a required.
• Maintains flexibility in a dynamic work environment.
• Ability to use critical thinking skills to determine the best solution to complex problems.
• Passionate belief in Columbus Humane's vision, mission and values.
• Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
• Ability to foster a collaborative team approach to solving challenging situations.
• Weekend availability.

PHYSICAL DEMANDS

At times required to lift up to 50 pounds with reasonable accommodation. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Work is performed in a normal shelter setting including exposure to hazardous chemicals and potential of exposure to parasites and infectious diseases that can be carried and transmitted by animals.

Columbus Humane is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees

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