Animal and Customer Care Assistant Manager - Westland

Michigan Humane•Westland, MI

39d•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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.

Benefits

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