Riverdale Animal Shelter - Customer Care Manager

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Riverdale Animal Shelter - Customer Care Manager

Salary

$66,560.00 - $99,840.00 Annually

Location

Brighton, CO

Job Type

Regular Full-time

Job Number

06580

Department

Animal Shelter & Adoption Ctr

Division

Animal Shelter

Opening Date

06/21/2024

Closing Date

7/5/2024 11:59 PM Mountain

Our Mission

At Adams County, our team members engage in top-notch opportunities to grow and expand their impact. We cultivate an inclusive and innovative culture where diversity matters! Diversity, Equity & Inclusion (DEI) is a core cultural competency at Adams County, and we actively seek and welcome applicants that bring diverse experiences and value inclusion.

Cultural Competencies/EEO

Adams County is an equal opportunity employer. We strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender expression, gender identity, age, disability, genetic information, veteran status,marital status or any other legally protected characteristic.

Position classification

Onsite -- Job duties and expectations require employee to be regularly scheduled onsite.

• Description

• Benefits

• Questions

What Success Looks Like In This Job

The Customer Care Manager provides compassionate leadership and strategic direction for the Customer Care team, ensuring competent, dignified care for both human and animal clients served at the Riverdale Animal Shelter. This position oversees all activities related to customer-facing, front desk operations including adoptions, reclaims, intakes, animal records, referrals, financial transactions, and customer support for animal protection officers. Reporting to the Animal Shelter Executive Director, the Customer Care Manager serves on the shelter’s leadership team actively contributing to continuous efforts to improve and evolve efficiency, cultural competency, safety, and equitable access to shelter services. With a passion for leading and inspiring people, the Customer Care Manager provides direct supervision, training, and support for Customer Care staff, and oversees volunteers and interns assisting with customer care operations.

Examples of Duties for Success

• Oversee processes and ensure effective service delivery for animal adoptions, lost- and-found services, admissions, pet licensing, retail, phone, and email inquiries.

• Identify opportunities for continuous improvement to ensure the public receives highly responsive, competent, and dignified customer service.

• Proactively develop, implement, and update policies, protocols, and procedures that reflect best practices in animal welfare and help advance the shelter’s mission.

• Provide leadership and direct supervision for Customer Care staff to include hiring, training, coaching, skill development, and disciplinary action as required.

• Perform data entry and ensure accuracy of animal and patron records

• Assist with phone and email inquiries as needed and respond in timely manner

• Respond proactively to customer grievances and actively seek positive resolutions

• Maintain customer care-related documents, files, and supply inventories

• Oversee reconciliation of daily monetary receipt balances

• In conjunction with the Volunteer Coordinator, provide training and supervision of volunteers assigned to assist with customer care operations

• Work closely with shelter veterinary, behavior, and animal care teams to align with animal health and behavioral plans, practices, recommendations, and decisions.

• Assist with planning and facilitation of adoption specials and promotional events.

• Serve as a member of the shelter leadership team, including fulfilling manager on duty responsibilities and rotations.

• Assist with community outreach endeavors to include low-cost vaccination clinics, and temporary sheltering of pets for those in crisis.

• Participate in animal welfare meetings, conferences, and committees as required.

• Perform Customer Care Representative duties as needed to maintain optimal functioning of the Customer Care desk operations.

• Prepare reports. Assist with collection and review of related data.

• Aid with preparation and monitoring the shelter's annual budget, as it pertains to the Customer Care division.

• Represent the shelter in a professional and courteous manner at all times.

• Follow safety and security procedures and take immediate action to address any safety concerns.

• Operate within all local, county, and state guidelines and regulations.

• Perform other related duties and responsibilities as required.

Exercises direct supervision over staff

Qualifications for Success

• A genuine passion for and enjoyment of working with people from a range of diverse backgrounds, ages, perspectives, and experiences.

• Supervisory experience and the ability to effectively lead, inspire, and direct staff and volunteers.

• Professional experience in a customer service environment and a strong commitment to customer service excellence.

• Demonstrated commitment to diversity, equity, and inclusion

• Working knowledge of animal welfare, sheltering best practices, to include humane animal care and fear-free handling techniques.

• Ability to successfully manage tasks within in a fast-paced environment.

• High degree of empathy and social intelligence. Ability to skillfully mediate and deescalate emotionally charged situations

• Excellent listening, verbal, and written communication skills.

• Ability to prioritize tasks and effectively delegate with a high degree of independence.

• Highly organized, detailed, and process orientated.

• Intermediate to advanced skill and experience with Windows operating systems.

• Strong clerical and administrative skills, including data entry.

• Proficiency in, or ability to learn, Chameleon data base system.

• Ethical decision making with the ability to exercise good judgment and maintain confidential information.

• Ability to establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work.

More Qualifications for Success

Education and Training:

• Bachelor’s degree in Business Administration, Management, Communications, Public Service, or a related field.

• A combination of professional animal welfare experience and people management/supervisory experience may be substituted for the bachelor's degree.

Experience:

• A minimum of three (3) years of professional experience in a supervisory or management role exercising direct supervision of paid staff required

• A minimum of two (2) years of professional experience a public-facing, customer-service focused position required

• A minimum of two (2) years of experience in animal welfare organization, veterinary clinic, or similar type of humane organization required.

• At least one (1) year professional experience in an open admissions animal shelter providing impound services for animal protectionstrongly preferred

• Proficiency with animal shelter data base/software systemsstrongly preferred

• Bilingual in both Spanish and Englisha plus

License or Certificate:

• Possession of, or ability to obtain, a valid Colorado driver's license.

• Fear-free animal handling certified or the ability to become certified within 90 days of hire

• Background Check:Must pass a criminal background check.

• Work Environment:

• Work is performed throughout shelter and internal office settings

• Exposure to high noise levels, zoonotic diseases, potentially fearful/fractious animals, and/or animal bites/scratches

• Exposure to cleaning agents

• Work can be emotionally taxing.

• Physical Requirements:

• Occasional lifting and carrying of up to 40 pounds.

• Frequent computer use.

• Potential for standing, walking, sitting for extended periods of time.

• Bending, reaching, squatting, kneeling, pulling, pushing, and cleaning.

• Regular animal handling and restraint; regular handling of microchip scanners, syringes, and needles.

Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.

Clickhere (https://youtu.be/ILAvllPaGb4) to watch our video about why Adams County is an Employer of Choice!

Benefits You Expect:

• AFLAC Supplemental Medical Insurance

• Basic Term Life & Optional Term Life Insurance

• Deferred Compensation Plan

• Dental/Vision/Medical Plans

• Generous Vacation/Sick leave

• Long-Term Disability

• Retirement Plan

• Short-Term Disability

Plus some you might not expect:

• Employee Assistance Program

• Employee Fitness Center

• Employee Health Clinics

• Flexible Work Schedules

• Recreation Center Discounts

• Training & Tuition Reimbursement Programs

• Wellness programs

• Lactation friendly certified workplace

  01

  Please be aware that your cover letter and resume will not be accessed in the initial screening process, so you must complete your application and supplemental questions with as much detail as possible. Any personally identifiable information (PII) such as name and address will be redacted from applications that meet the minimum screening requirements and are forwarded to the hiring manager. If the hiring manager selects you to advance in the hiring process, your cover letter and resume will then be accessible to the hiring team. Information provided on the application is used to determine if a candidate meets minimum qualifications. Only information provided at the time of the application being completed will be considered and additional information that is not listed on the application will not be considered when deciding if a candidate meets or does not meet the qualifications. Applicants are STRONGLY encouraged to include all information and details on their application. I understand and agree that only information provided at the time of my application will be used to determine if I meet the minimum requirements for this position.

• Yes, I understand and agree

• Yes, I understand but disagree.

  02

  Please select your highest level of education:

• High School Diploma/GED

• Associate's Degree

• Bachelor's Degree

• Master's Degree

• Doctorate Degree

• Not Applicable

  03

  How many years of professional experience in a supervisory or management role exercising direct supervision of paid staff do you possess?

• 0-2.99 years

• 3-5.99 years

• 6-9.99 years

• 10+ years

  04

  Please describe your supervisory experience to include number of direct reports, work settings, time frames, and core responsibilities. If no experience enter N/A.

  05

  How many years of years of professional experience in a public-facing, customer-service focused position do you possess?

• 0-1.99 years

• 2-4.99 years

• 5-7.99 years

• 8+ years

  06

  How many years of experience in animal welfare organization, veterinary clinic, or similar type of humane organization do you possess?

• 0-1.99 years

• 2-4.99 years

• 5-7.99 years

• 8+ years

  07

  Please describe your experience working in animal shelters or other humane, animal welfare settings and include any perspectives you have developed from doing this work.

  08

  Do you currently possess or do you have the ability to obtain a valid Colorado driver's license within 30 days of hire?

• Yes

• No

  09

  Are you now or able to become fear-free animal handling certified within 90 days of hire?

• Yes, I am certified

• Yes, I can become certified within 90 days of hire

• No, I am not and cannot become certified within 90 days of hire.

  10

  How do you define excellent customer service?

  11

  How do you demonstrate leadership?

  Required Question

Agency

Adams County

Address

4430 S. Adams County Parkway, Suite C4000BBrighton, Colorado, 80601-8213

Website

http://www.adcogov.org/current-career-opportunities

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