Pet Support Center Supervisor

Kansas City Pet Project•Kansas City, KS

1d•$44,000 - $50,000•Onsite

About The Position

The Pet Support Center Supervisor collaborates with department leadership, instilling a culture of compassion and empathy, and empowering team members to partner with our community to achieve the best outcome for the pets and people we serve. This position is responsible for the effective execution of daily operations in the Pet Support Center to meet the needs of our organization and our community, including team management and development, customer experience excellence, service delivery, problem escalation and resolution, and performance monitoring. The Pet Support Center Supervisor partners with department leadership and other team members to implement pet retention and shelter intervention processes and programs that help keep more pets in their homes and ensures shelter for homeless pets in Kansas City.

Requirements

High school diploma or equivalent
Minimum three years of experience in a supervisory or managerial role, including at least two years of experience in a customer service or social services capacity, and/or any combination of training and experience which demonstrates the candidate has the critical skills and expertise necessary for the position.
Possess a level of comfort with, or a willingness to learn, basic animal handling and interaction with cats and dogs, in addition to other species, who have a variety of behavioral and/or medical needs.
Possession of a valid driver’s license and acceptable driving record.
Full time, 40 hours a week, including at least one weekend day, and some holidays are required.

Nice To Haves

Previous experience in business operations, telecommunications, and/or animal welfare is highly desirable
Bilingual (English/Spanish) or Multilingual is preferred but not required.

Responsibilities

Responsible for being an exemplary role model in customer experience excellence.
Make a good appearance, maintain a positive attitude, and deal tactfully and effectively with the public.
Serve as a point of escalation.
Represent KC Pet Project in a professional, caring, and solution-oriented manner while embracing our “Solutions, Not Excuses” and “One Mission, One Team” mottos through hands-on leadership.
Maintain an extensive understanding of shelter processes, community resources, local animal control ordinances, and appropriate standards of care, to effectively help pet owners make informed decisions regarding their pet’s identified needs with compassion, empathy, and a desire to help.
Act as a liaison to connect community members to outside resources when appropriate.
Ensure adequate staffing coverage and provide direct hands-on support to meet the needs of daily operations.
Provide ongoing management, accountability, coaching, mentoring, and performance feedback for team members, both staff and volunteers, to elevate performance, and act as exemplary representatives of the organization.
Ensure all team members are properly trained and adequately utilized.
Working with department leadership, assist in process improvement initiatives and training initiatives to proactively support effective stress management in the Pet Support Center and offer solutions to increase team satisfaction, community satisfaction, standards of care, and overall productivity.
Demonstrate progressive leadership, actively contribute to reaching department and organization goals, and ensure completion of assigned department tasks and responsibilities in an efficient and effective manner.
Oversee daily operating plans and ongoing quality assurance initiatives to ensure customer experience and service expectations are met and delivered consistently.
Provide clear, appropriate standards of communication to the community and within the organization through various channels.
Keep all training materials and informational materials up to date.
Assist in compiling and maintaining data management systems for department activities, demographics, and performance, including reporting, and tracking metrics.
Process all documentation, deposits, databases, spreadsheets, correspondence, notes, reports, and other essential processes with accuracy and attention to detail.
Maintain detailed and accurate records regarding animal history at KC Pet Project as well as pertinent owner information and communication records, state and city forms, kennel cards, and documents related to Animal Services Division operations and/or case management.
Ensure appropriate standards of care are executed regarding scheduling animals for intake vaccines and pertinent medical tests, relaying medical or behavioral concerns to clinic staff, scheduling owner relinquishment appointments, addressing pet owner’s questions and concerns, and connecting community member with resources that promote and assist with pet retention.
Promote and oversee community engagement efforts to increase volunteer and donor support through in-kind and monetary donations, volunteer service, and customer satisfaction surveys and platforms.
Adhere to and ensure compliance with all KC Pet Project organizational policies and procedures and safety guidelines and procedures.
Ensure that team members work in a safe, healthy, and supportive environment in accordance with all appropriate laws.
Communicate regularly with department leadership about issues and activities.
Proactively report on department challenges, obstacles, accomplishments, and successes.
Stay up to date on organization needs and capacity to proactively align messaging, materials, and support.
Perform other duties and special projects, as assigned, or needed.