Customer Service Manager

Description

Why consider joining Kitsap Humane Society?

Do you thrive in a dynamic, fast-paced environment? Are you looking for more than just a job and a chance to make a difference? As a Customer Service Representative with Kitsap Humane Society (KHS), you will work in collaboration with practically every department throughout the organization, from Admissions to Animal Care to Vet Services to Finance.

Who are we?

KHS is one of the leading animal welfare shelters in our Pacific Northwest region. Our mission is to rescue, rehabilitate, and rehome homeless animals. We are committed to upholding an open admissions policy for stray pets, while maintaining an extensive adoption program, a low euthanasia rate, and excellence in our services.

Job Description

The Customer Service Manager has excellent customer service skills, a passion for animal welfare and strong organizational abilities. This position oversees the entire front desk team of customer service representatives and the Customer Service Assistant Manager.  The Manager is responsible for all scheduling, hiring, training, and supervising the customer service team. These staff are responsible for adoptions, retail and licensing and creating a welcoming environment for our community.  The Customer Service Manager works closely with accounting regarding receipt integrity, inventory controls, cash handling procedures and reporting. 

Requirements

Primary responsibilities include:

• Providing      leadership, inspiration, and direction to the organization around      adoptions and excellent customer service.
• Supervising departmental staff, scheduling, and hiring, handling payroll reporting. 
• Supervises the Assistant Customer Service Manager and partners with them closely to maintain departmental SOPs, provide training, support, leadership, and supervision to the Customer Service team including staff and volunteers.
• Ensures all staff adhere to the highest standard of customer service including in-person communications, email communication, and phone calls.
• Responsible for ensuring adoptions has consistent seven day a week coverage.
• Works closely with the Volunteer Department to train and supervise Adoption Volunteers. 
• Integral      part of the leadership team who evaluates and provides reports on our      adoption rate and provides insight and works to attain revenue goals.
• Responsible for all training and onboarding for      all adoption staff  
• Maintains best practices for adoption policies,      stays informed of changes in the animal welfare field.
• Shelter software database administrator for campus
• Manages      the pet licensing database, ensuring data integrity, accuracy, and timely updates.
• Responsible      for ordering all retail 
• Personally, handles difficult/emotional customer interactions. 
• Supports, trains, and assists all front-line staff for all transactions and customer interactions.
• Keeps updated on all in care animals’ status and special needs. 
• Other duties as assigned by the Director of Animal Welfare 

Pet Licensing

• Assign and mail pet tags to on-line and mail-in customers.
• Conduct regularly scheduled reporting on expired licenses, generate and mail renewal notices using mail merge function. Track all renewal notifications and individual compliance.
• Inventory Control for Pet tags, ordering, tracking, and assigning tags to pets.
• Serve as administrator of the PetTrack database.
• Report monthly on license activity and income / generate special reports as needed.
• Maintain and track the status of all special licenses. Communicate inspection needs to ACO Chief
• Train all staff issuing licenses in proper procedures and protocols.
• Attend and contribute to all Licensing and Coordinator/Manager meetings.

Qualifications

• Demonstrated management and leaderships skills with staff and volunteers.
• Previous animal sheltering experience
• Demonstrated program management experience.
• Excellent communication skills (verbal and written)
• Very strong public speaking and teaching skills, with both large groups and in one-on-one situations
• The ability to stay calm, collected, and professional in stressful or emotionally charged situations.
• The ability to multitask and work very efficiently in an often hectic, dynamic, fast-paced environment.
• The ability to work collaboratively and productively with volunteers, peers, and other KHS staff (a true team player)
• Positivity and open-mindedness towards progressive animal welfare strategies and policies
• Ability to understand and interpret all city and county pet licensing ordinances.
• Previous database management
• Support the mission and philosophy of the Kitsap Humane Society
• Must advocate the humane treatment of animals and be able to transmit these values to others. 

What makes this job so awesome?

• Being part of an organization with a mission to provide positive, life-changing solutions for people and animals in need and a vision that every adoptable companion animal has a home.
• Working for an organization that values of excellence in animal welfare, outstanding customer service, compassion, integrity, teamwork, collaboration, financial stewardship, and inclusion.
• 40 hours/week
• Competitive wage at $23-25 hourly
• paid holidays; accumulation of paid vacation leave and sick leave
• Employee Assistance Program.
• Voluntary Pet Insurance available for purchase.
• Bereavement paid time for family and pet.
• Being surrounded by cute furry and feathery friends!
• Grow your family with one free pet adoption per year.

PLEASE INCLUDE A COVER LETTER WITH YOUR RESUME. POSITION WILL REMAIN OPEN UNTIL FILLED.

Diversity, Equity, and Inclusion Employer

At Kitsap Humane Society employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. Kitsap Humane Society is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We believe in the importance of recognizing the value each of us contribute to the success of our mission. Having a diverse workforce is this organizations greatest resource of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures on how we can provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact in our diverse and inclusive organization. Persons with a disability who need assistance in the application process, or those needing this announcement in an alternative format, may call (360)-692-6977 x1114.

We look forward to reviewing your cover letter and resume!