Customer Care Supervisor

FOOTHILLS ANIMAL SHELTER • Golden, CO

7d • $24 - $25 • Onsite

About The Position

Foothills Animal Shelter seeks a Shelter Services Supervisor who believes that a great patron experience and a great animal experience are inseparable. This role brings steady, hands-on leadership to our front-line shelter services team — coaching in the moment, solving problems on the spot, and making sure every person and pet who walks through our doors is met with consistency and care. As an open admissions shelter, we are committed to being here for families and their pets in Jefferson County, Colorado. We identify as a socially conscious shelter, caring for almost 9,000 dogs, cats, and small animals every year with a compassionate team of staff and volunteers who are committed to the physical and emotional wellbeing of every pet and person we serve.

Requirements

• Prior experience as a team or shift lead with demonstrated aptitude for motivating and directing a team
• Must obtain and maintain euthanasia certification within six months of hire
• Must obtain Fear Free Shelter certification within 60 days of employment
• Valid driver license with insurable driving record preferred
• Strong interpersonal and relationship building skills
• Strong written and verbal communication skills
• Excellent customer service skills with the ability to respond to patron concerns or unexpected situations both calmly and effectively
• Safe animal handling skills including dogs, cats, and small animals
• Ability to maintain composure and professional courtesy when interfacing with Shelter patrons, volunteers, animal control officers, and members of the public
• Aptitude for proactively identifying problems and offering potential solutions
• Ability to be compassionate while also having uncomfortable conversations or making difficult decisions
• Must be able to manage the emotional aspect of end-of-life services and humane euthanasia, and support employees in high-emotion circumstances
• Computer proficiency in Microsoft Office including word processing, spreadsheets, meeting software, and email
• Ability to stand and walk for the majority of scheduled shift on hard surfaces with minimal sedentary work
• Ability to bend, twist, kneel, and squat frequently throughout the shift
• Ability to lift, carry, and move up to 50 pounds regularly throughout the shift
• Ability to physically restrain and handle animals of all sizes and temperaments, including dogs weighing over 100 pounds
• Ability to work outdoors in all weather conditions year-round including heat, cold, rain, and snow
• Ability to respond quickly to emergency situations requiring immediate physical intervention
• Ability to push and pull kennel doors, carts, and equipment

Nice To Haves

• Experience in animal welfare or other professional animal care field preferred

Responsibilities

• Facilitate animal visits with individuals and families who are considering adoption. This includes regular handling of a variety of sizes and species of companion animals from dogs and cats to reptiles and birds!
• Communicate with our patrons via phone, email, and in-person, providing accurate information about Foothills Animal Shelter’s programs and services.
• Serve as a compassionate and understanding partner in the admissions process for individuals and families making the difficult decision to relinquish their pets for adoption or end-of-life services.
• Provide exceptional customer service across all of Foothills Animal Shelter’s programs and services.
• Offer front-line support and guidance to team members, providing process-related feedback in the moment to minimize errors that may impact the patron or animal experience.
• Be the point-person for situational problem-solving and minor escalations for the shelter services team.
• Support the training and development of new team members by modeling and coaching both the hard skills (task-based, software-based) and soft skills (compassion, empathy, understanding) required for success.

Benefits

• Generous time off including six paid holidays, additional floating holidays (awarded annually on your employment anniversary), three weeks of accrued vacation, and paid sick leave.
• Medical, dental, vision, disability, life insurance, health savings accounts, flexible spending accounts, and a retirement plan with up to 4% employer match and immediate vesting.
• Two of our medical plans and our dental and vision plans are offered at no cost for employee-only coverage.
• Public Service Loan Forgiveness employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed