Customer Experience Manager

2 weeks ago

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

The Customer Care Manager is responsible for ensuring a high standard of service for all customers. This role requires big picture thinking to ensure efficiency and thoroughness, as well as the ability to create a positive and supportive environment for the public and staff.

Key Responsibilities
  • Oversee reception operations and supervise customer care staff and lobby volunteers
  • Participate in weekly management team meetings to address short-term and long-term needs, review animal cases, and aid with organizational strategic vision/planning
  • Respond to daily visitor services inquiries via phone, email, and social media
  • Manage adoption and customer care related content on the website
  • Devise, design, and execute adoption promotions to help move animals into homes in a timely manner and increase public awareness
  • Train, supervise, and effectively manage customer care staff and volunteers in daily adoption center operations
  • Model professionalism and exceptional customer service, ensuring HSCC policies and guidelines are adhered to
  • 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
Requirements

This is a full-time position that requires a strong customer service background, excellent communication skills, and the ability to work in a fast-paced environment.

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