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Customer Service Operations Supervisor
2 months ago
Position Level
Experienced
Work Environment
Remote/Hybrid
Compensation
$22.24 per hour
About Oregon Humane Society
Established in 1868, the Oregon Humane Society stands as the oldest and largest animal welfare organization in the Northwest, boasting one of the highest adoption rates nationwide. Our mission is to foster a world where all animals receive compassion, kindness, and respect. As a nonprofit organization based in Oregon, we depend on the generosity of our donors to support our adoption, education, medical, and humane law enforcement initiatives. For more information on our efforts to create a More Humane Society, please visit our website.
Department Overview
The Customer Care team plays a crucial role in educating and connecting clients with the animals in our care. This team provides guidance on various topics, including pet ownership, training methods, and the integration of pets into their new homes, while also addressing known behavioral and medical needs of the animals. The focus is on ensuring a smooth transition for the animal from the shelter to the adopter's home and providing ongoing support throughout the pet's life.
Role Summary
Reporting to the Customer Care Supervisor, the Customer Care Lead will assist in the execution of organizational and departmental policies, procedures, and protocols to guarantee the highest level of service for clients visiting or contacting our organization. This role will foster collaborative and supportive interactions among staff, volunteers, and the public, promoting a safe and team-oriented work environment. All team members are expected to contribute to the mission of the organization and stay informed about animal welfare issues and our programs.
Key Responsibilities
Personal Leadership
- Strive to exceed expectations while demonstrating flexibility and resilience in maintaining positive relationships, even in challenging situations.
- Uphold high ethical standards by aligning behaviors with organizational values and treating all individuals with respect.
- Exhibit self-awareness regarding personal strengths and development needs, fostering a culture of feedback and continuous learning.
- Oversee, support, and provide constructive feedback to team members, fostering a respectful work environment that encourages excellence.
- Manage daily operations and collaborate with other teams to implement complementary activities.
- Model inclusive leadership by welcoming diverse viewpoints and actively engaging all team members.
- Engage in regular discussions with leadership to assess progress and make necessary adjustments.
- Utilize data to understand and communicate key metrics that reflect the organization's strategy and achievements.
- Establish feedback mechanisms to measure progress towards key milestones and assess the impact across the organization.
- Communicate effectively with executive and stakeholder groups to keep them informed and engaged.
- Maintain productive relationships with all stakeholders, including other departments and donors, to foster mutual benefits.
- Promote best practices externally to enhance the organization's reputation in the animal welfare sector.
- Ensure all daily operational tasks are completed thoroughly and promptly, including adoptions, customer correspondence, and data entry.
- Perform duties at the Customer Care Representative level and serve as a mentor to team members.
- Manage client interactions and resolve issues collaboratively while maintaining a professional demeanor.
- Provide motivation and recognition to Customer Care Representatives and assist in their professional development.
- Participate in the hiring process and onboarding of new staff members, ensuring they receive proper training and support.
- Facilitate team development and address conflicts proactively, promoting professionalism and respect.
- Collaborate with other departments to ensure a customer-focused approach to animal adoptions.
- Monitor inventory and equipment usage, ensuring compliance with budget parameters.
- Adhere to safety protocols to maintain a secure environment for animals, the public, and staff.
- Guide and train volunteers to enhance their effectiveness and ensure quality service delivery.
- Assist with public education initiatives, including tours and presentations.
- Attend and participate in department meetings to stay informed and engaged.
- Perform additional duties as assigned by management.
Supervision: None
Accountability
Reports To: Customer Care Manager
Engagement: Admissions, Animal Care, and Shelter Medicine Team
Qualifications
Minimum Qualifications
We are committed to finding the best candidate for this role, including those from non-traditional backgrounds. We encourage applicants from diverse identities, cultures, experiences, and perspectives to apply, even if they do not meet every qualification.
- 3-5 years of customer service experience in a professional setting.
- Certification in CPR and First Aid, with the ability to maintain certification.
- Strong verbal and written communication skills.
- Able to engage with a diverse population respectfully and professionally.
- Knowledge of various dog and cat breeds.
- Intermediate proficiency with computer software and hardware.
- Availability to work weekends, evenings, and holidays as needed.
- Valid Driver's License and proof of auto insurance.
- 1+ years of supervisory experience.
- 2+ years of relevant coursework at an accredited institution.
- 3-5 years of experience in an animal shelter.
- Ability to maintain professionalism in all interactions.
- Proficiency in Microsoft Office Suite.
This position involves collaboration with all organizational levels, including staff, executive team members, donors, and volunteers. Communication occurs through various channels, requiring excellent customer service skills and professionalism.
Working Conditions
- Office and animal shelter environment.
- Travel between campuses may be necessary.
- Occasional weekend and evening work may be required.
- Animal contact and related injuries may occur.
- Active work pace requiring multitasking and adaptability.
- Occasional lifting of objects up to 50 lbs.
- Ability to manage animals weighing up to 150 lbs. on a leash.
- Prolonged periods of standing, sitting, or stooping may occur.
We are dedicated to building a diverse team and fostering a culture of respect and compassion. We believe that diverse perspectives enhance our ability to address complex challenges and achieve our mission.
Equal Employment Opportunity
Oregon Humane Society is an equal opportunity employer, committed to creating a respectful environment free from discrimination. We actively seek diverse backgrounds and perspectives to strengthen our impact.
At-Will Employment
This position description does not imply that these are the only duties performed by the employee. Employees may be required to follow other job-related duties as assigned.