Customer Care Manager (Full-time, 40 hrs/week)

The Customer Care Manager is responsible for the overall customer experience and for ensuring all customers receive a high standard of service. The Customer Care Manager is charged with big picture thinking to ensure efficiency and thoroughness and is encouraged to make appropriate changes from forward-thinking shelter and adoption movements/trends while creating a positive and supportive environment for the public and staff. The Customer Care Manager oversees reception operations and supervises the customer care staff.

  • With support from the Shelter Director, spearhead the hiring, training, supervision, evaluation and dismissal of Customer Care staff
  • With support from the Shelter Director and in collaboration with the Animal Care Manager, spearhead the hiring, training, supervision, evaluation and dismissal of Animal & Customer Care staff
  • Participate in weekly management team meetings to address short-term and long-term needs, review animal cases, aid with organizational strategic vision/planning and operational decision-making including implementation and management of operational and organizational policies
  • Respond to daily visitor services inquiries via phone, email, and social media
  • Manage adoption and customer care related content on the website
  • Devise, design and execute adoption promotions to help move animals into homes in a timely manner and increase public awareness
  • Create and manage content for animal promotion on social media platforms
  • Inventory and stock adoption-related supplies; manage shelter expenses related to adoptions and retail sales
  • Maintain publications and materials specific to adoptions, animal care and behavior, HSCC programs and other public resources
  • Review and analyze visitor and adoption data to find trends, guide scheduling and visitor operations
  • Other administrative duties as directed
  • Train, supervise and effectively manage Customer Care staff and volunteers in daily adoption center operations, ensure customer service is exceptional at all times, oversee the facilitation of visitor/animal interactions to ensure a safe and pleasant experience
  • Model professionalism and exceptional customer service, ensure HSCC policies and guidelines are adhered to while providing a non-judgmental, positive experience for the public
  • Train Customer Care staff and volunteers to guide callers and visitors on humane animal care and behavioral issues, counsel potential adopters through the adoption process, including follow-up communication
  • Collaborate with the Director of Volunteer and Community Outreach to recruit, train, and release customer care volunteers
  • In collaboration with the Customer Care Assistant oversee daily front desk operations while taking staffing needs and policies into account
  • Assist the Shelter Director in developing and maintaining adoption center standard operating procedures
  • Supervise proper documentation and review all adoption center financial transactions, including adoption fees, donations, and retail sales, ensure secure handling of all adoption center and retail revenue
  • Respond to and guide staff through challenging customer service situations, including dissatisfied visitors/callers
  • Oversee the accurate and thorough completion of database entries, animal and person records, adoption paperwork, and other related forms
  • Close and secure the facility at end of shift, following security protocols
  • Facilitate animal intake and adoptions, as needed
  • Other responsibilities as directed
  • Exemplary customer service skills
  • Excellent oral and written communication skills
  • Advanced computer and phone literacy
  • Exceptional attention to detail and organizational skills with the ability to multi-task competing priorities
  • Able to work well under pressure in emotionally charged situations and handle confrontation politely and professionally while working to find a solution
  • Ability to positively interact with colleagues and community members from widely varied backgrounds with integrity and honesty while always maintaining confidentiality
  • Compassion for animals and human beings, and commitment to the mission, values, and goals of HSCC
  • Willingness and ability to do moderate to heavy physical labor in relation to cleaning our facility and handling animals; ability to bend, twist, and lift at least 50 lbs. repeatedly throughout the course of a day
  • Weekend and holiday work required
  • Willingness to work as a team member, pitch in as needed, and have fun
Required Education
  • Associate’s degree or equivalent work experience
Required Experience
  • Seasoned supervisory and management experience with a demonstrated ability to direct, lead, problem solve and offer support
  • 1-2 years customer service experience


Job Details

  • Position Type: Unknown / Not Applicable
  • Location: Chittenden County
  • Employment Type/ Status: Full Time