Customer Service Director

3 days ago


Indianapolis, Indiana, United States Humane Society of Indianapolis, Inc Full time
Job Summary

The Customer Service Manager plays a pivotal role in upholding the mission of the Humane Society of Indianapolis, Inc. by leading the Customer Service Team to facilitate animal adoptions and ensure efficient animal flow. This position requires exceptional customer service skills, a deep understanding of animal welfare and adoption trends, and the ability to work collaboratively with the Director of Operations to drive high-quality adoption protocols.

Key Responsibilities
  • Manage and mentor a team of Customer Service Representatives and Volunteers to deliver exceptional customer experiences.
  • Establish and maintain positive relationships with patrons, volunteers, and staff to foster a supportive work environment.
  • Oversee all aspects of adoptions, dog park operations, and retail sales, ensuring seamless customer experiences.
  • Assist staff in resolving complex patron issues and provide coaching and guidance to the Customer Service Team.
  • Interview, hire, and train new Customer Service Representatives to ensure a high-performing team.
  • Evaluate employee performance, provide feedback, and encourage team development to drive excellence.
  • Submit daily financial reports to the Chief Financial Officer and contribute to operational improvements.
  • Develop and implement customer service initiatives to enhance customer satisfaction and department efficiency.
  • Represent the Humane Society of Indianapolis, Inc. in marketing opportunities, including social media and television, to promote the organization's mission and values.
Requirements
  • Weekend and early evening availability.
  • Excellent oral and written communication skills, with a minimum of 3 years of experience in a customer service-related field.
  • Proficiency in using a computer, including Microsoft Office, email, and data management software such as PetPoint or equivalent databases.
  • Ability to navigate stressful situations, resolve conflicts, and provide exceptional customer service in a fast-paced environment.
  • Valid driver's license and ability to lift at least 50 pounds.


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