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Customer Service Supervisor

2 weeks ago

Clearwater, Florida, United States Humane Society of Pinellas Full time $54,000 - $63,000 per year

COMPANY: Humane Society of Pinellas

JOB TITLE: Customer Service Supervisor

REPORTS TO: Director of Operations

LOCATION: Clearwater, FL 33759

EMPLOYMENT TYPE: Full-Time

STATUS: Hourly; Non-Exempt

HOURS: 40 hours per week SATURDAY AND SUNDAY REQUIRED

COMPENSATION: $ $19.50 per hour (based on experience)

Employment is contingent upon successful completion of a background check and drug screening.

SUMMARY: The Customer Service Supervisor is responsible for overseeing the Adoption Counselors, Customer Service staff and volunteers, the Adoption Center Retail Store, and all departmental operations under the direction of the Operations Manager. In addition to management duties, the Customer Service Supervisor assists staff as necessary in processing adoptions, answering and directing incoming phone calls, and listening/responding to voicemails. The Customer Service Supervisor must adequately understand and effectively communicate the Humane Society of Pinellas' protocols and policies, as he/she is often the first Society representative with whom customers interact.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Oversee the daily operations of the Customer Service department.
  • Responsible for interviewing, selecting, orienting and training new employees in the department.
  • Maintains staff retention and productivity through coaching, counseling, training and disciplinary action, including monitoring and appraising job results.
  • Determine daily schedule and distribution of tasks for all customer service staff members, including monthly rabies reconciliation, ordering retail store, maintaining inventory, adopter profile recording and filing, as well as any other duties necessary for the department operation and/or designated by the Operations Manager.
  • Lead weekly department meetings to review current procedures, update new protocols and receive staff feedback.
  • Create and maintain appropriate signage throughout the adoption center regarding protocols, visitor safety, etc.
  • Execute disciplinary measures under the supervision of the Director of Operations.
  • With the assistance of the Volunteer Coordinator, serve as a liaison for department volunteers, ensuring volunteer support is adequate through proper scheduling, communication and training.
  • Cross-train (which may involve regular department coverage) in the admissions department to understand the protocols and procedures, so clients can be better assisted in all areas of HSP.
  • Handle customer concerns appropriately and in a timely manner.
  • Provide exceptional customer service to the public, volunteers, and other staff members at all times.
  • Greet all customers upon arrival and direct them towards the appropriate department or area of interest.
  • Answer incoming phone calls in a timely manner and promptly direct caller to the appropriate department based on need.
  • Retrieve and return voice messages promptly.
  • Politely refer patrons to other organizations, as appropriate. This requires staying up-to-date with HSP resources and other shelter policies.
  • Accurately record monetary and in-kind donations according to established procedures
  • Maintain current and accurate animal records into PetPoint, the shelter software system.
  • Ensure customer service staff is recording information in PetPoint accurately and in a timely manner.
  • Accurately and completely process adoptions, holds, and when necessary, intakes and return to owners.
  • Review all adoption paperwork, policies and contracts with adopters.
  • Encourage adopters and visitors to participate in the Society's services, such as low-cost clinic, vaccinations, grooming, behavior counseling, etc.
  • Maintain adoption office area in an organized and aesthetically pleasing manner. This includes daily sanitation of floors, emptying of garbage containers and cleaning bathrooms.
  • Ensure security of main office building and property prior to closing each night.
  • Ensure all property visitors and contractors sign in at the adoption desk to maintain security and safety.
  • Oversee the HSP Retail Store, including but not limited to establishing retail plans and sales goals, ordering inventory, maintaining merchandise quality and quantity control, etc.
  • Manage the inventory of the retail store and encourage adopter purchasing.
  • Achieves financial objectives by preparing sales goals, retail budget, analyzing variances and initiating corrective actions.
  • Prices and markets merchandise by studying advertising, sales promotion and display plans.
  • Ensure all animals in the department are being handled using the least restraint possible and maintain a low-stress interaction between staff and animals.
  • Assume responsibility of all monetary transactions each shift and settle transactions at shift end. Ensure all staff handle money and settle transactions appropriately.
  • Participate in staff and department meetings and training opportunities.
  • Be prepared to assist in any disaster affecting HSP.
  • Honor confidentiality of shelter business.
  • Stay up to date with all procedure and policy changes.
  • Follow and promote to the public all HSP policies and philosophies.
  • Handle animals humanely and safely at all times.

  • Demonstrate a high quality of work standards and work ethics.

  • Perform other related duties as assigned by the Director of Operations.

  • Participate in Options Committee Meetings.

KNOWLEDGE AND EXPERIENCE REQUIRED:

  • Familiarity with SHELTERLUV Animal Management Software a plus.
  • Experience with medical and behavioral needs of companion animals a plus.
  • To be promoted internally, must be in good standing with the organization with no history of disciplinary probation.

SKILLS REQUIRED:

  • Comfort handling all companion animals, including but not limited to dogs, cats, rabbits, ferrets, rodents, and birds
  • Ability to communicate, both verbally and in writing, effectively with staff, volunteers, and HSP clients
  • Excellent attention to detail and organizational skills
  • Demonstrated knowledge of Excel and Word
  • Multitasking and time-management skills, with the ability to prioritize tasks and meet deadlines

BEHAVIORS REQUIRED:

  • Customer-service orientation
  • Highly motivated and energetic, ability to show initiative and work independently
  • Ability to willingly attend and participate in training sessions
  • Ability to be discreet and handle highly sensitive/confidential information in a responsible manner
  • Ability to handle diverse, simultaneous tasks, meet deadlines, and attend to follow through
  • A positive outlook and vision
  • Must stand by the service we deliver
  • Lifelong learner who enjoys improving knowledge
  • Strong professionalism both in appearance and presentation
  • Can work independently

PHYSICAL DEMANDS:

Light to moderate to heavy physical activity performing activities to include:

  • Sitting, standing, bending, twisting and/or walking for an extended period of time
  • Lifting 40 lbs. or more
  • Working outdoors in all forms of weather, including heat, cold, humidity, sun, or rain
  • Using close/distant/peripheral and depth perception

No job description or policy of the Humane Society of Pinellas may be interpreted to allow any employee, volunteer, or representative to violate local, state, or federal law.

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