Customer Service Manager

Humane Society for Hamilton County•Fishers, IN

20h•$50,000•Onsite

About The Position

Customer Service Manager Humane Society for Hamilton County (Fishers, IN) Starting Salary: $50,000 Schedule: Full-time — includes some nights and weekends. Reports to: Director of Operations Lead. Steady the front door. Save lives. Our Customer Service team is where the public meets our mission — adoptions, intakes, questions, emotions, and everything in between. We’re looking for a Customer Service Manager who is calm under pressure, clear communicator, and always setting the team up to succeed. If you love leading people, creating strong systems, and delivering a customer experience that feels professional and human — you’ll thrive here.

Requirements

You embrace a No-Kill Philosophy and lead with integrity.
You’re a self-starter: you don’t wait to be told what’s broken — you fix it.
You’re confident in conflict resolution and can de-escalate with professionalism and empathy.
You thrive in a fast-paced environment with heavy multitasking and shifting priorities.
You’re a strong communicator (written and verbal) and can coach others clearly.
You’re a motivating, diplomatic “people person” who builds trust and morale.
You’re flexible for nights/weekends.
You can work in an environment with animal sounds, smells, and allergens.
You have experience with behavior modification/testing programs.

Nice To Haves

PetPoint experience is preferred.

Responsibilities

Lead the daily operations of the front office/customer service team — overseeing staff performance, coaching, and accountability.
Ensure every customer interaction is high-quality, mission-aligned, friendly, and professional.
Train, assign, oversee, mentor, and (when needed) address performance issues to meet standards.
Ensure shelter adoption team protocols and processes are effective and used consistently.
Support and oversee intake and adoption processes, making sure the public receives accurate information.
Step into tough moments: guide employees through complex situations and resolve escalated complaints/disputes.
Build staffing coverage: ensure shifts are staffed, approve time off, and fill open shifts.
Oversee supply ordering and inventory to keep the front office fully stocked.
Track the details that matter: update contact info in PetPoint and keep adoption plans organized.
Prepare monthly and yearly shelter reports for Board meetings.
Support adoption counseling as needed: greet customers, answer phones, route calls, counsel/match adopters, and complete paperwork.
Monitor Lost & Found resources (Craigslist, Indy Lost Pet, shelter lost reports) for possible matches.
Close the day strong: reconcile cash drawer and credit card totals during end-of-day process.
Partner with the Director of Operations to identify ways to increase revenue streams and improve front office results.