Animal and Customer Care Assistant Manager - Westland

Michigan Humane Society-posted 12 days ago
Full-time • Manager
Onsite • Westland, MI
101-250 employees
Religious, Grantmaking, Civic, Professional, and Similar Organizations
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Michigan Humane is a non-profit animal welfare organization dedicated to improving and saving lives through compassionate care, community engagement, and advocacy for animals. For over 140 years, Michigan Humane has been providing compassionate care and advocacy for animals in need, including rescue, rehabilitation, and adoption services. With a team of dedicated professionals and volunteers, Michigan Humane works tirelessly to protect and advocate for the animals and families within our communities. The ACC Assistant Manager assists the Animal & Customer Care Manager with the effective and efficient daily operation of the shelter and adoption center with the goal of providing high-quality animal care and efficient movement of animals from intake to adoption.

  • Provide guidance and direction to Animal and Customer Care (ACC) staff. Oversee the day-to-day duties with regard to the shelter and adoption center.
  • Train new employees and volunteers in safe animal handling and all ACC processes and procedures. Oversee staff on proper cleaning protocols, MH husbandry standards, section checks, animal care, and customer service.
  • Ensure staff adhere to MH policies, protocols and procedures, managing team performance through coaching, individual meetings, and performance reviews.
  • Supervise the use of the software system to ensure that animal records are entered accurately and properly retained.
  • Coordinate with other locations to coordinate and transfer animals; assist with selecting and preparing animals for transfer to other locations or offsite events.
  • Assist with management duties, such as opening or closing the Animal Care Center, ordering food and supplies, developing work schedules, completing customer call-backs, reporting maintenance concerns, etc.
  • Manage escalated situations and responsible for problem-resolution involving customers, volunteers or staff, etc.
  • Assist with animal health and behavioral concerns, consulting with medical and behavior teams on animal progress. Oversee/implement enrichment protocols.
  • Coordinate foster re-checks, foster families and volunteers.
  • Perform animal care and enrichment duties alongside the ACC team, including cleaning, vaccine administration, intakes, adoptions, returns, euthanasia, and other processes.
  • Provide excellent customer service by assisting customers, answering questions and explaining procedures and protocols. Responsible for escalated or more complex customer service situations.
  • Strive to support clients beyond the first need by providing resources for Michigan Humane programs or other community resources.
  • Good supervisory and customer service skills and the ability to work independently
  • Labor intensive, must be able clean, kneel, bend, stoop, etc. and lift 50lbs
  • Must be flexible and able to handle changes in a fast-paced work environment
  • Solid conflict resolution and problem-solving skills; attention to details
  • Able to communicate clearly and provide direction to staff in high stress situations
  • Exhibit compassion toward animals and their owners
  • Ability to consistently adhere to prescribed protocols
  • Required weekend schedule
  • HS diploma plus 1-2 years of relevant experience, including at least 12 months of animal care experience.
  • Must possess knowledge of safe animal handling techniques
  • Basic math and computer skills; proficient with Microsoft Office
  • Knowledge of local, state, and federal regulations governing animal protection shelters, employers, and wildlife.
  • Competitive salary and benefits
  • Medical, Vision, and Dental Insurance
  • 403(b) Retirement Savings Account
  • Opportunities for professional development, growth, and continuing education
  • A positive and collaborative work environment
  • Work-life balance and flexible working hours (compressed work schedule option!)
  • Paid Time Off & Holidays
  • Human & Pet Bereavement
  • Clinic discounts to up to 75% off services for your own pet(s)
  • Relaxed dress code
  • Wellness program with professional counseling services available to employees
  • Animal food discount
  • Free or discounted adoption fees to adopt a new friend.
  • Sabbatical Policy
  • Uniform Allowance
  • Paid Parental Leave
  • Yearly performance reviews & employee engagement surveys
  • Student Loan Relief Eligibility through Public Service Loan Forgiveness (PSLF) Program
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