Pet Support Services Supervisor

The Animal Foundation•Las Vegas, NV

3d•Onsite

About The Position

Supervises all staff (Call Center/Counselors) performing animal receiving functions and operations. Includes performing the daily task of cleaning, admitting, transferring and returning animals, internal and external customer service problem resolution, taking calls, and other activities throughout the day, as needed.

Requirements

Equivalent to a High School diploma.
Two (2) years of experience providing customer service in a high pressure and high activity environment.
One (1) year of experience working with and receiving training in animal services or a closely related field.
Equivalent combination of formal education and appropriate related experience may be considered.
The Incumbent must hold a valid driver’s license for a minimum of three (3) years and maintain an acceptable driving history.
Knowledge of principles and practices of customer service.
Knowledge of principles and practices of supervision and management of staff.
Knowledge of standard office administrative practices and procedures, including record keeping systems and the operation of office equipment, computers, and associated software.
Knowledge of animal health, nutrition, and humane care.
Knowledge of animal breeds and characteristics.
Knowledge of techniques for dealing effectively with co-workers and the public, in person and over the telephone.
Knowledge of correct business English, including spelling, grammar and punctuation.
Skill in gathering and compiling information; preparing accurate reports and summaries.
Skill in managing an assigned budget.
Skill in dealing tactfully and effectively with staff, volunteers and the general public.
Skill in animal handling and reading body language
Skill in use of business software and associated computer hardware.
Skill in communicating effectively in oral and written forms.
Skill in working without close supervision in standard work situations.
Skill in contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
Skill in preparing clear and concise reports, correspondence, instructions and other written materials.
Skill in communicating, relating and interacting with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds, in person and over the telephone, often where relations may be confrontational or strained.

Responsibilities

Participate in the training of staff members to ensure that all safety regulations, company policies and procedures, state laws and regulations are followed.
Assist the Pet Services Manager in the screening and hiring of new and replacement staff; evaluate performance of staff.
Assists in the day to day operations of the Pet Support Services department, to include answering telephone calls and responding to emails, entry of information into department computer systems and other clerical duties
Provides resources and referrals for pet owners needing assistance.
Handles euthanasia and disposal requests.
Triages animals; ensures that all animals are properly tagged with animal identification numbers issued through the Chameleon software system; takes photos for every animal upon arrival and ensures the photo is uploaded to Chameleon; performs Parvo test, verification of death, or vaccinates the animal, as applicable.
Spot check all work areas continually to ensure cleanliness and neatness.
Ensure all supplies needed for staff to do their job are stocked, ordered and available.
Ensure that humane care and proper attention is provided to all animals in shelter custody.
Handle any customer problems dealing with Pet Support Services and Pet Support Services procedures.
Check phone messages and return calls to team members and customers in a timely manner.
Ensure all animals housed in the Pet Services Support area are checked throughout the day.
Ensure all paperwork for animals housed in the area is complete and is in proper order.
Assist staff in daily cleaning of the receiving area.
Ensure the working area is maintained in good repair; submit maintenance requests for repairs needed.
Ensure accurate reconciliation of EOB financial transactions
Ensure that materials, supplies and equipment inventory are complete and correct.
Administer discipline and/or assist the Pet Services Support Manager with administering discipline as directed.
Maintains a professional appearance at all times.
Composes correspondence and other documents; performs clerical duties to support the operations of Pet Services Support.
Assist Call Center, when needed with scheduling appointments, phone calls, emails, answering general questions, providing community information and resources as well as maintaining detailed records of all interactions.
Runs Chameleon reports to identify all the animals that have any type of tags (microchip, rabies, license, ID tags, tattoos, or any other type of identifier that may be on or with an animal).
Uses the Chameleon animal inventory control system, microchip information, tag information, and other resources to identify and contact the owners of animals received at the shelter.
Acts as the point of contact for local Animal Control Officers and guests of Animal Control.
Assists in ensuring guest complaints are handled by the proper chain of command until a resolution is reached
Provides information and assistance to internal and external customers as required.
Contributes to the efficiency and effectiveness of the Organization’s service to its guests by offering suggestions and participating as an active member of a work team.
Provides responsive, meaningful and compassionate service to all guests.
Assist to achieve a high volume of animal participation in Enrichment activities, including in kennel enrichment as well as running for playgroup.
May assist with Daily Shelter Rounds and work associated with this task, including spreadsheet follow-up.
Other duties as assigned.