Customer Care Supervisor

Summary of Purpose:

The Customer Care Supervisor’s role is to oversee all customer care as it relates to general customer service, licensing, 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.

Essential Functions:

Include but are not limited to:

• Manage, train, and supervise the Customer Care Representatives.
• Ensure exceptional service to every customer via phone, email, and those entering the IVHS campus.
• Managing the reunification of lost animals with their owners by confirming ownership, collecting payment, and completing paperwork.
• 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 leadership.
• Perform other duties as assigned.

Qualifications/Requirements:

• 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 agency

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 organizational skills to juggle multiple competing tasks and demands.
• 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/Working 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 activities 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.

Inland Valley Humane Society & S.P.C.A. Core Values 

 Pawsitive - Embracing optimism at all times with animals, ourselves, each other, and our community.  

 Compassion- Meeting everyone with an open mind, kindness, and respect.  

 Inspiring - Encouraging collaboration, perseverance, and dedication to our mission. 

 Innovative - Leading the change our communities need. 

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.