Customer Care Manager

HUMANE SOCIETY OF POMONA VALLEY INC•San Gabriel, CA

1d•Onsite

About The Position

The Customer Care Manager’s role is to oversee all customer care as it relates to general customer service, licensing, receiving of lost and found animals, and reunification with owners. This position will also review the programs in place and analyze where we can drive improvement to increase our overall guest satisfaction.

Requirements

High school diploma or equivalent qualification.
Must possess a positive demeanor, demonstrate strong verbal and written communication skills, and have the ability to work well both as part of a team and independently.
3-5 years of experience working for a non-profit rescue group, humane society, municipal shelter, or other animal welfare agency.
Customer-centric, open-minded approach to engaging with adopters, partners, visitors, volunteers, and colleagues; familiarity and comfort with an open adoption process.
Strong interpersonal skills, a team player, personable, professional, and able to get along with people from different backgrounds, as well as the ability to handle sensitive and confidential situations.
Ability to work in a fast-paced environment with well-developed organization skills to juggle multiple competing tasks and demands.
High proficiency with computers - including shelter management software.
Ability to independently manage multiple projects simultaneously.
Ability to work a varied schedule, including weekends and evenings, as required.
Excellent communication skills to develop healthy relationships with staff, volunteers, and donors.
Strong computer skills including Microsoft Office Suite (Word, Outlook, Excel).
Must be able to work independently with minimal supervision.

Nice To Haves

Bachelor of Arts or Bachelor of Science from an accredited university or college.
Bilingual (English/Spanish/Mandarin) preferred.
Experience working in an open-access shelter.

Responsibilities

Manages, trains, and supervises the Customer Care Representatives.
Ensures exceptional service to every customer via phone, email and those entering the IVHS campus.
Manages the reunification of lost animals with their owners by confirming ownership, collecting payment, and completing paperwork.
Manages the Front Lobby area where animals that are lost or found are brought in and processed into the care of IVHS and SGVHS.
Manages incoming and outgoing mail including but not limited to billing.
Manages the processing of payments and handles finances relating to daily drops, reporting and transferring of funds to the bank.
Ensures a positive, resourceful approach to customer service with a goal of providing resources to the public and keeping animals in homes as appropriate.
Promotes positive relations with the general public, volunteers and staff.
Upholds IVHS and SGVHS’ mission and contributes to building a culture of philanthropy.
Works as a team member with other departmental leadership.
Performs other duties as assigned.