Client Care Supervisor

EAST BAY SOCIETY FOR THE PREVENTION OF CRUELTY TO ANIMALS•Oakland, CA

9d•$67,000 - $71,000•Hybrid

About The Position

The Client Care Supervisor is an exciting opportunity to serve as a guiding force behind East Bay SPCA’s incredible team of client care staff while making a true difference in the lives of countless animals and their people at our Oakland Shelter. This role assists the Oakland Shelter Manager with the overall supervision of the team, ensuring excellent client care and oversees the daily operations of the public reception area. The Client Care Supervisor works with Client Care Associates (CCAs), volunteers, and Oakland shelter staff, providing guidance and coaching to deliver professional and courteous client care, appropriate and efficient animal care, and maintain a clean and orderly work area. The Client Care Supervisor shares responsibility for the recruitment, scheduling, training, development, and coaching of Oakland shelter staff. This position is a key leadership role and is empowered to continuously improve the shelter experience for both our clients and the animals in our care. The East Bay SPCA (EBSPCA) is a 501(c)3 non-profit committed to the welfare of dogs and cats in Alameda and Contra Costa Counties. We strive to eliminate animal cruelty, neglect, and overpopulation by providing programs and education that support people and companion animals. The EBSPCA is one of the nation’s oldest humane organizations, in operation since 1874, and receives no funding from any national organizations. You can find more information about EBSPCA on our website at www.eastbayspca.org.g.

Requirements

Minimum two years of experience in a customer service role.
Experience working in an animal shelter or veterinary clinic strong preferred
Excellent team leadership abilities, interpersonal skills, and engaging coaching style; typically demonstrated by at least one year in a lead or supervisory role
Multilingual fluency preferred
Treats all animals humanely, with compassion and concern, both on and off the job, and models these values for others
Proven organizational skills and demonstration of excellent written and verbal communication while working with diverse communities
Ability to problem solve, think critically, multi-task and succeed in a fast-paced, emotionally charged, environment with a positive attitude
Confident and competent animal handler with dogs and cats of all sizes, conditions, and temperaments. Must be able to leash, walk, and maintain control over large and extra-large dogs, which can include dogs 90 pounds and over
Proficient in Microsoft Office applications; familiarity with Shelter Buddy shelter software program is an advantage
Pre-employment background check and drug screening required; we do not screen for cannabis use
Reliable transportation, a valid CA driver’s license and proof of insurability required. Travel with both personal and company vehicles is required

Responsibilities

Deliver excellent client service, always, including while facilitating and processing adoptions, returns, surrenders, stray intake and redemption, and during other customer interactions
Field and triage phone calls and emails; schedule appointments; assist customers; process adoptions, surrenders, returns, and other animal intakes and outcomes; receive and process donations
Acknowledge and greet all clients, and potential clients, in a professional, courteous, and timely manner
Responsible for the timely opening and closing of the reception areas and ensure that the adoption area and front desk is clean, orderly, and stocked with the necessary supplies at all times
Ensure daily that any cash, credit card receipts, or other monetary transactions, match the amount on the end-of-day reports and submit to Finance
Perform animal care duties as needed
Identify areas of opportunity for customer service improvements. Develop and maintain service procedures, policies, and standards and deliver employee training to address these areas
Serve as the first escalation receiver/responder for client situations
Model high standards of interpersonal communication with clients, staff, and volunteers
Serve as liaison with Marketing department about promotions, events, client reviews, and other items as requested
Work with the Volunteer Services Manager and the Shelter Manager to develop creative strategies to make client care volunteering a rewarding experience
Participate in and support special events and fundraisers as needed, including supporting a culture of philanthropy within Client Care team
Collaborate with behavior and veterinary staff to ensure proper behavioral and medical information for shelter animals is shared with clients in an appropriate and timely manner
Act as a liaison with staff at East Bay SPCA’s municipal partners
Collaborate heavily with Animal Care Supervisor, Animal Pathway Supervisor and Oakland Shelter Manager to provide shelter-wide supervision and program development.
Supervises Client Care Associates. Responsible for coaching by providing regular ongoing feedback as well as conducting 90-day and annual staff reviews; assists with hiring, onboarding, discipline, and termination when needed
Foster teamwork, creativity, and innovation to meet East Bay SPCA’s goals
Create and monitor staff work schedules including daily management of staff work assignments and being accountable for staff decisions and actions
Communicate pertinent information to all staff in a timely and effective manner
Meet regularly with managers and line staff to ensure that goals for animal and customer care are being met
Ensure adherence by client care staff to East Bay SPCA policies and procedures
Participate and contribute constructively to staff meetings
Collaborate heavily with Animal Care Supervisor, Animal Pathway Supervisor and Oakland Shelter Manager to provide supportive leadership to animal care, animal pathway, and client care teams, especially when specific team supervisors are out of office
Complete administrative tasks such as email, phone messages, filing, and reports in a timely, accurate and appropriate manner
Track and generate daily reports of client adoption times; generate monthly or weekly client response times as requested
Maintain the shelter facility and report necessary repairs and improvements to the Shelter Manager, Facilities Manager, and Vice President of Operations
Ensures that the team adheres to safety and cleaning protocols, fosters a safety-conscious environment, and promptly addresses any safety concerns
Report and document accidents in a timely manner, ensure that incident reports, animal bite reports, and worker compensation claims are filed properly in accordance with established procedures and policies
Shares in opening and closing responsibilities at Oakland shelter facility on a regular, and as needed, basis, including acting as the on-duty leadership member on assigned holidays
May be required to perform all above duties at the Dublin shelter facility on an as needed basis