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Customer Experience Manager

2 months ago

Burlington, Vermont, United States Humane Society of the United States Full time
Job Summary

The Humane Society of the United States is seeking a highly skilled Customer Experience Manager to oversee the overall customer experience and ensure all customers receive a high standard of service.

Key Responsibilities
  • Develop and implement strategies to enhance customer satisfaction and loyalty
  • Supervise and train customer service staff to provide exceptional service
  • Collaborate with the Animal Care Manager to ensure seamless customer and animal interactions
  • Manage adoption and customer care related content on the website
  • Devise and execute adoption promotions to increase public awareness and animal adoptions
  • Inventory and stock adoption-related supplies; manage shelter expenses related to adoptions and retail sales
  • Maintain publications and materials specific to adoptions, animal care and behavior, and HSCC programs
  • Perform other administrative duties as directed
Operational Functions
  • Open and prepare the adoption center
  • Train, supervise, and effectively manage customer service staff and volunteers in daily adoption center operations
  • Model professionalism and exceptional customer service, ensuring HSCC policies and guidelines are adhered to
  • Train customer service staff and volunteers to guide callers and visitors on humane animal care and behavioral issues
  • Collaborate with the Director of Volunteer and Community Outreach to recruit, train, and release customer care volunteers
  • Supervise proper documentation and review all adoption center financial transactions
  • Respond to and guide staff through challenging customer service situations
  • Oversee the accurate and thorough completion of database entries, animal and person records, adoption paperwork, and other related forms
  • Close and secure the facility at end of shift, following security protocols
  • Facilitate adoptions, as needed