Job Announcement Customer Care Manager

Transcription

1 Job Announcement Customer Care Manager The Placer SPCA is seeking a dynamic individual to fill the position of Customer Care Manager. This person will be responsible for the implementation of multiple on-site and off-site adoption programs as well as the management, scheduling and supervision of the customer care staff and volunteers. Secondary responsibilities include assisting where any supervisor is needed throughout the center and responding to animal care issues in the absence of the Animal Care Manager. The ideal candidate will have a history of employment leading teams focused on outstanding customer service. Experience working in animal welfare would be beneficial. This demanding career will provide tremendous opportunities to learn and grow within a reputable animal welfare organization. About the Placer SPCA: Located in Roseville, California the Placer SPCA is an extremely progressive non profit animal sheltering/animal welfare organization providing quality care to as many as 4,000 animals every year. The SPCA is growing and has plans to build a new companion animal center in the near future. Salary Range: DOE Good Benefits Please go to our website to view the job description and also to obtain a job application. Resumes along with a PSPCA job application should be sent to: CEO Placer SPCA 150 Corporation Yard Road Roseville, CA Or [email protected] or fax

2 Job Description Placer SPCA JOB TITLE: DEPARTMENT: ACCOUNTABILITY: FUNCTION: SALARY: Customer Care Manager Adoptions/Customer Care Director of Operations/Chief Executive Officer To implement and/or maintain the adoption policies and procedures of the PSPCA while promoting effective customer relations. Primary responsibilities include supervising all customer care activity and monitoring work habits of customer care assistants/volunteers; creating, coordinating and maintaining on site and mobile adoption operations. Secondary responsibilities include assisting in any situation where a supervisor is needed throughout the shelter, respond to animal care issues in the absence of the Animal Care Manager, and revise/adapt work procedures and record keeping systems to meet changing organizational needs. DOE DUTIES & RESPONSIBILITIES: 1.) Manage the Shelter Adoption, Petmobile/Mobile Adoption, Auburn Adoption and Resource Center, Pet Food Express Adoption Wing, Pet Lost & Found, Companion Request, Food Assistance and Humane Trap Programs.* 2.) Hire, train, evaluate, supervise, manage, schedule and direct the activities of the Customer Care Assistants, Auburn Adoption and Resource Center staff and volunteers, Pet Food Express Adoption Wing staff and volunteers and Petmobile/Mobile Adoption staff and volunteers so as to provide for their growth and to maximize the potential of all employees and volunteers, for the good of the PSCPA. Ensure staff and volunteers maintain a professional, positive image consistent with PSPCA policies and guidelines.* 3.) Manage the training of the Mobile Adoption Program volunteers and Pet Food Express volunteers; supervise, schedule and coordinate their activities to ensure that all established procedures and policies of the program are followed and volunteers are able to confidently and correctly run an outreach site without staff present.* 4.) Mediate disputes, direct, explain, problem-solve, and assist in decision making regarding difficult customer service situations. Act as the resource for solutions for day-to-day animal issues from the public.* 5.) Evaluate customer care, office and onsite and off-site adoption procedures, recommend revisions via the Director of Operations and CEO and implement changes accordingly.*

3 6.) Assist staff, when necessary, with job related tasks. Assist in shelter tours, lectures, public education programs, special events, and fundraising activities as needed.* 7.) Facilitate successful collaboration with other animal shelters, rescue groups and organizations in Placer County. 8.) Appropriate office supplies and equipment as needed. Ensure staff are following appropriate protocols for data management and maintenance.* 9.) Ensure all activities within the PSPCA are conducted in a manner conducive to the safety and wellbeing of all employees, volunteers, visitors, customers and animals.* 10.) Keep the Director of Operations and CEO informed of Customer Care/Petmobile and mobile adoptions activities.* 11.) Supervise the transport of animals for veterinary appointments and the transport of animals to other shelters for jurisdictional reasons, including driving PSPCA van and other vehicles.* 12.) Supervise and perform euthanasia in accordance with Society Policies and California Law, in the absence of the Animal Care Manager.* 13.) Has access to controlled substances in order to assist and performs (after appropriate training) euthanasia of animals by injection as required.* 14.) Under the approval of the Director of Operations and CEO, develop, implement, and maintain strategies and systems to ensure all animals are housed with maximum visibility and that all animals, especially the long-term or difficult-to-place animals, receive optimum services aiding their timely placement.* 15.) Responsible for the daily banking activities of the Society.* 16.) Ensure staff are assigned to monitor and maintain all of the PSPCA vehicles/trailers for condition and fuel, and initiate necessary maintenance requests.* 17.) Ensure appropriate staff are assigned to be responsible for incoming/outgoing deliveries including verifying contents and notifying the appropriate department of arrival.* 18.) Provide on-call support to respond to shelter emergencies on an as needed basis.* 19.) Supervise Behavior and/or Animal Care Departments in the absence of Department Managers.* 20.) Regular and timely attendance.* 21.) Develop and implement the Adoptions Program Business Plan & Annual Budget to

4 achieve maximum animal adoption potential as approved by the CEO.* 22.) Complete monthly statistics related to the adoptions, intakes, surrenders, mobile adoptions, etc.* 23.) This job description is not intended to be all-inclusive and the employee will perform other reasonably related business duties as requested by the Director of Operations or the CEO. Duties will include activities that ensure a positive public image, enhance the operation of the organization, improve the quality of life for animals, and improve the services of the Placer SPCA. *=Essential Job Function Qualifications: 1.) High school graduate or GED equivalent. 2.) Two years college work preferred. 3.) Minimum two years experience in animal care working with animals in a veterinary hospital or animal shelter and/or licensed RVT. 4.) Minimum of two years supervisory experience. 5.) Excellent communications, public relations, supervisory, and writing skills. 6.) Shows maturity, good judgement, and performs duties in a professional manner. 7.) Accumulated knowledge of, and compassion for, domestic animals and wildlife. 8.) Experienced in working with governmental agencies, community groups, volunteers and animal welfare organizations. 9.) Ability to maintain high morale and motivation to achieve organizational goals. 10.) Demonstrated capability to be a self-starter, facilitator, organizer and innovator. 11.) Ability to plan and implement projects with little supervision and must be able to work independently. 12.) Ability to operate a personal computer, MS Word, MS Access, MS Excel, Quickbooks, copy machine, facsimile, and answer telephones in the prescribed manner. 13.) Valid California Driver s License and a good driving history with ability to safely operate automatic transmission vehicles. 14.) Must be in good physical and mental health with no allergic condition which might be aggravated by exposure to animals. 15.) Ability to lift 50 pounds. 16.) Ability to work under pressure and stay calm in stressful situations. 17.) Ability to analyze data, provide feedback and communicate clearly. Working Conditions: 1.) 40-hour workweek, including weekends and evenings as scheduled, with intermittent

5 overtime and/or evening work at sites away from the shelter. 2.) Compliance with current PSPCA Employee Policy Manual. 3.) Must submit to a background check and have no felony alcohol or drug related convictions. 4.) Frequent contact with the public in a fast-paced and changing work environment that, at times, may be stressful or emotionally charged. 5.) Exposure to deal, sick, injured, unruly, vicious and/or dangerous animals and intermittent exposure to parasites and infectious diseases. 6.) Willingness to attend training programs to upgrade skills as needed. The Placer SPCA is an equal opportunity employer. THE PSPCA RESERVES THE RIGHT TO REVISE OR CHAGE THIS JOB DESCRIPTION AS NECESSARY, OR AS BUSINESS REQUIRES. THIS JOB DESCRIPTION DOES NOT CONSTITUTE A WRITTEN OR IMPLIED CONTRACT OF EMPLOYMENT. DATE: Employee Acknowledgement