The Customer Service Manager is responsible for the daily operations of the front desk at our Dorman Street facility. Ensuring operations at the highest standard possible, this position will include staff management and working the front desk to assist the public. The Customer Service Manager will promote positive client service with internal and external clients. Duties include working with clients regarding surrendering pets, reclaiming pets, selling dog licenses, and handling paperwork and protocols for stray pets. This position works closely with the Animal Control department as well as the Shelter Manager.

Duties and Responsibilities

• Responsible for performance management of staff. Includes: performance appraisals, disciplinary action, recognition, orientation, training, guidance and overall performance.
• Maintains scheduling for assigned staff to ensure adequate coverage.
• Completes time sheet review and submission to payroll for all assigned staff.
• Responsible for new hire process of front desk, including interviewing, extending offers, and scheduling for new hire paperwork completion.

• Actively supports employees and volunteers; promotes the development of skills related to the advancement of goals and the IHS mission.
• Assists with front desk duties which includes answering phones and e-mails, processing animal intakes/redemptions, completing bite reports, conducting animal searches via lost reports, etc.
• May assist with animal control and provide backup to dispatch as needed.
• Maintains inventory of dog licenses for both shelter locations and orders from jurisdictions when necessary.
• Assures employees meet the IHS client service expectations and appropriately address client conflicts and concerns. Rectifies problems that may arise.
• Represents IHS in a professional and courteous manner at all times. Provides quality service to clients, volunteers, and employees recognizing their individual contribution to the success of the organization.
• Analyzes problems, initiates work improvements, initiates and promotes development and implementation of departmental services. Works with the staff in developing and implementing procedures.
• Performs all other special projects or duties as assigned.

Qualifications

• Required: Prior experience managing multiple employees. Prior experience de-escalating customer complaints. Excellent interpersonal, organizational and motivational skills as well as the ability to work well in a fast-paced environment and handle multiple tasks at once. Excellent oral and written communication skills and a genuine desire to model and facilitate productive communication in the workplace. Sincere interest in IHS mission and vision
• Desired: Animal shelter experience
• Education/Training: High School Diploma

Working Conditions

Work is performed in an animal shelter. Potential for exposure to environmental factors such as temperature variations, high noise levels, zoonotic diseases, animal waste, hazardous chemicals or chemical materials requiring OSHA Material Safety Data Sheets, anesthetics, sharp objects and potential hostile persons and/or dangerous and fractious animals.

Mental, Physical and Communications Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stay standing or active during entire shift.
• Ability to lift and carry objects and animals of moderate weight.
• Ability to lift, bend, stop, kneel, crouch, push and other strenuous activities.

• Requires patience and tact when working with difficult, emotional or angry people.
• Requires treating people and animals in a pleasant, courteous and professional manner.
• Requires ability to work in a team environment and to provide team leadership.

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• management: 1 year (Preferred)

Work Location: One location

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