Customer Care Manager
Job Details
Experienced
THE HUMANE SOCIETY OF POMONA VALLEY INC - Pomona, CA
Full Time
High School
Up to 25%
Admin - Clerical
Customer Care Manager

DESCRIPTION

The Customer Care Manager’s role is to oversee all customer care as it relates to general customer service, licensing, animal intakes, outcomes, and reunification with owners. This position will also review the programs in place and analyze where we can drive improvement to increase our overall guest satisfaction.

RESPONSIBILITIES

Include but are not limited to:

  • Manage, train and supervise the Customer Care team which includes Customer Care Representatives, Admissions Coordinators, and Placement Coordinators.
  • Ensure exceptional service to every customer via phone, email and those entering the IVHS campus.
  • Manage the check-in of stray animals, brought in by the public and gather detailed information regarding the animal’s owner, found circumstance, and behavior.
  • Managing the reunification of lost animals with their owners by confirming ownership, collecting payment, and completing paperwork.
  • Promote, coordinate, and facilitate mobile, remote, and on-site pet adoptions, providing superior customer service, new pet parent counselling, and post-adoption support.
  • Manage the dissemination of information about animals available for adoption IVHS programs to encourage responsible pet ownership.
  • Socialize animals with potential adopters and other animals as appropriate.
  • Ensure a positive, resourceful approach to customer service with a goal of providing resources to the public and keeping animals in homes as appropriate. Promote positive relations with the general public, volunteers and staff.
  • Uphold IVHS mission and contribute to building a culture of philanthropy.
  • Work as a team member with other departmental managers.
  • Perform other duties as assigned.

EDUCATION/EXPERIENCE REQUIRED

  • High school diploma or equivalent qualification
  • Must possess a positive demeanor, demonstrate strong verbal and written communication skills, and have the ability to work well both as part of a team and independently
  • 3-5 years of experience working for a non-profit rescue group, humane society, municipal shelter or other animal welfare agenc

PREFERRED QUALIFICATIONS

  • Bachelor of Arts or Bachelor of Science from an accredited university or college
  • Bilingual (English/Spanish/Mandarin) preferred
  • Experience working in an open-access shelter

KNOWLEDGE AND ABILITIES

  • Customer-centric, non-judgmental approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with an open adoption process
  • Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations
  • Ability to work in a fast-paced environment with well-developed organization skills to juggle multiple competing tasks and demands
  • Basic knowledge of animal behavior
  • High proficiency with computers - including shelter management software
  • Ability to independently manage multiple projects simultaneously
  • Ability to work a varied schedule, including weekends and evenings, as required
  • Excellent communication skills to develop healthy relationships with staff, volunteers and donors
  • Strong computer skills including Microsoft Office Suite (Word, Outlook, Excel)
  • Must be able to work independently with minimal supervision

PHYSICAL DEMANDS/WORK ENVIRONMENT

  • Work is performed in a setting within an animal shelter facility. Regular exposure to animal shelter conditions including odors, airborne particles, and animal fur/dander
  • Must be able to:
    • Routinely lift 50 pounds and perform strenuous daily activity including, but not limited to lifting, carrying, reaching, stooping, squatting, cleaning, and bending.
    • Work at a computer for extended periods of time with repetitive typing, sitting, arm, and hand motion. 
    • Work indoors and outdoors in a variety of weather conditions including extreme heat and cold.
  • Exposure to dogs, cats and other animals of all sizes, temperaments, and medical status
  • Regular movement about the campus to coordinate work

SUPPLEMENTAL INFORMATION

Only those candidates whose applications and resumes most clearly demonstrate the job-related experience, education, and training sought by Inland Valley Humane Society & S.P.C.A. shall be selected to move forward in the recruitment process. Placement in the position shall be contingent upon the successful completion of a written test with a minimum score of 80%, reference check, prior employment check, Live Scan, and pre-employment medical exam including a drug test.

All qualified candidates are encouraged to apply; Inland Valley Humane Society & S.P.C.A. is an Equal Opportunity Employer.

Salary depends on experience.

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