Animal Resource Center Manager

PASADENA HUMANE SOCIETY•Pasadena, CA

7d•Onsite

About The Position

The Animal Resource Center Manager leads the Customer Care/Call Center Team to provide exemplary, non-judgmental, and transformative customer service to all members of the public. They act as the first point of contact for community members and oversee the handling of customer inquiries, appointments, lost and found programs, as well as the diversion and intake of animals with the goal of keeping animals in their homes and out of the shelter; quickly reuniting pets with their people; and helping find placement for homeless animals. Through transparent communication and resources, the mission of the Animal Resource Center and Call Center is to inform and empower the public to support the animals in their communities.

Requirements

Associates degree preferred but an equivalent combination of education and experience will be considered.
5 years experience working in animal welfare with a minimum 3 years experience in a supervisory role with training responsibilities.
Experience working with the public and individual diverse in age, culture, and in varied settings.
Excellent interpersonal, communication (both written and verbal), leadership, customer service, and public speaking skills, including the ability to write/edit materials for publication.
Knowledge of animal health and behavior.
Interest and ability to learn to administer routine medical treatments and preventatives, including injections (e.g. vaccines).
Strong customer service and skills.
Ability to model and provide excellent service in a fast-paced environment serving clients with differing needs and emotional states.
Proven experience in building effective teams through management and coaching, performance management, providing constructive feedback, rewards and recognition, and goal setting.
Bilingual a plus (Armenian, Spanish, Mandarin, and/or Cantonese).
Creative problem solver.
Proficient in computer applications, including the shelter system, Microsoft suite and email.
Commitment to improving professional skills and knowledge by attending seminars, workshops, conferences and the like.
Must attend regular training and participate in continuous learning opportunities.
Ability to meet deadlines and work independently.
Excellent communication and management skills and proven organizational ability.
Strong sense of professional judgment and ability to maintain confidentiality.
Must have program development skills and an eye for departmental improvements.
Experience with using data to inform decisions.
Ability to perform multiple tasks and manage several projects simultaneously.
Must be able to model Pasadena Humane’s Core Values of Learning, Integrity Collaboration and Kindness.
Must interact positively with supervisor, management, coworkers, volunteers, and the public to promote a team effort and maintain a positive and professional approach.
Refrain from abusive, insubordinate and/or violent behavior.
Must be able to work as a team, as well as independently with minimal supervision.
Must provide positive, proactive customer service
Must have a positive attitude and a sense of humor

Nice To Haves

Bilingual a plus (Armenian, Spanish, Mandarin, and/or Cantonese).

Responsibilities

Oversee and manage Pasadena Humane’s Customer Care and Call Center departments, including development, writing, and dissemination of policies and protocols with an eye toward welcoming and inclusive community engagement and customer service.
Work in collaboration with the Helping Paws Manager to train staff to share with clients all relevant information on decision-making, ensuring that prevention, diversion, and Helping Paws services are offered before sheltering services.
Guide and train staff to offer alternatives to wildlife and friendly, healthy animal intakes.
Work across departments to develop and offer services that may be preferable and/or more successful than a shelter intake.
Work in collaboration with the Community Cat Program Manager to train staff to share with clients all relevant information on decision-making, ensuring that prevention, diversion, and CCP services are offered when appropriate.
Proactively promote responsible human-animal relationships through all interactions with the public by sharing the most accurate and up-to-date information, considering each client’s individual circumstances and needs.
Work across departments to ensure that messaging is consistent and up to date with current protocols.
Responsible for data management and data reporting as required.
Ensure all records are maintained appropriately and in accordance with any Pasadena Humane policies and protocols and in compliance with any local, state or federal laws or guidelines.
Guide staff to create and maintain staff and client records.
Ensure accurate and timely data entry.
Maintain confidentiality.
Run, analyze, and share statistics as needed.
Make recommendations surrounding data needs.
Responsible department/program hiring, selection, evaluation, training and coaching for staff and program volunteers including the development training and documentation.
Provide weekly updates to staff on any policy, program or service changes; create regular “refresher” trainings/quizzes for staff as needed.
Ensure email, phone, and in-person inquiries are responded to in an appropriate and timely manner.
Responsible for reuniting animals with their owners by ensuring staff is following lost and found procedures and working with other departments to ensure quick reunification.
Ensure that animal ownership transfers follow relevant state laws, local municipal codes, and Pasadena Humane service contracts.
Stay abreast of current best shelter practices and customer care research.
Oversee reception areas, maintaining a welcoming and physically safe space.
Responsible for timecards, reviews, and staff development.
Guide staff to process payments, handle funds, and ensure that closing procedures are followed and accurate.
Ensure a positive, educational approach to customer service with a goal of sharing information with the public and keeping animals in homes as appropriate.
Promote positive relations with the general public, volunteers and staff while promoting Pasadena Humane’s programs, policies and philosophies.
Address customer complaints.
Be a steward of the organization’s core values, while promoting a culture of high team performance and continuous improvement.
Promote and uphold Pasadena Humane’s mission and contribute to building a culture of philanthropy.
Represent Pasadena Humane at outside meetings, liaison with other organizations and contractors/partners as needed.
Make presentations and speak publicly on behalf of Pasadena Humane.
Enforces and adheres to operational standards regarding safety and risk management.
Ensure a safe working environment and actively participate in safety programs.
Ensure a safe working environment and actively participate in Pasadena Humane safety programs.
Lead and participate as needed in special department projects.
Work as a team member with other departmental managers.
Perform other duties as assigned.