Customer Service Manager
Harbor Humane Society Harbor Humane Society West Olive, MI West Olive, MI Full-time Full-time $13 - $16 an hour $13 - $16 an hour 4 days ago 4 days ago 4 days ago Title:
Customer Service Manager Reports To:
Director of Shelter Operations Supervises:
Customer Service Representatives (CSR) Status:
Non- Exempt Major Functions:
HHS's Customer Service Manager is responsible for keeping both our front desk and admitting desk running efficiently and effectively daily.
Their primary responsibility is managing customer service staff, working with customers, and running customer related programs.
Duties and Responsibilities All duties and responsibilities noted on the Customer Service Representative (CSR) job description Primary overseer of customer relations Oversee our adoption programs and policies Work with disgruntled customers and remedy any customer complaints Take part in CSR hiring and train new employees Work with CSR team on continuing education and further training Complete 90 day and yearly reviews for CSR Handle disciplinary action for CSR as needed Support our Community Outreach Coordinator with programming
Qualifications:
Knowledge, skills, and abilities sufficient to carry out the above responsibilities.
Strong communication skills.
Effective verbal and written communication skills.
Able to organize, prioritize, and manage multiple tasks.
Set and meet deadlines.
Work autonomously and perform well under pressure.
Detail-oriented and resourceful.
Proficient in MS Office programs.
Highly motivated and a self-starter who possesses the ability to multitask and operate in a fast-paced environment.
Deals positively with other departments and public.
Ability to work under high stress situations and multi-task.
Commitment to Harbor Humane Society's mission and values.
Knowledge of animal welfare issues a plus.
Working Conditions:
Work schedule may be flexible, and may require occasional evenings, weekends and holidays.
This position is classified non-exempt.
The physical demands of the position include sitting, standing, and walking; occasional lifting, carrying, pushing and pulling of 50 lbs.
; and stooping, kneeling, reaching, handling, speaking, hearing, and seeing.
This job description outlines the general duties of this position and is not intended to imply that these are the only duties to be performed by the employee in this position.
Customer Service Representatives Job Responsibilities Include:
Greet visitors and volunteers, answer questions and direct them appropriately Assist public with animal visits Process adoption applications, perform vet references, counsel and educate potential adoptions Handle animals being adopted, fostered, or returned to owner.
This includes quoting fees, computer processing, filling out paperwork and communicating with animal control (if necessary) Send letters to potential owners of animals at the shelter Assist the public with found animals and owned animals for surrender Answer emails, a multi-line phone system and return voicemails Use computer database (Shelterluv) for daily operations and to maintain a daily balance Take lost/found reports for dogs/cats Maintain office equipment/supplies Explain surgical discharge instructions to adopters and public as well as any other medical notes in animal file Sell dog licenses to the public and adopters Assist Behavior Manager and Foster Coordinators in maintaining our animal foster program Work closely with Behavior Manager to help identify potential adoption matches and counsel adopters on animal behaviors Accept cash and noncash donations from the public General cleaning of public areas Help maintain offsite cats available for adoption Assist and/or run adoption events Job Type:
Full-time Pay:
$13.
00 - $16.
00 per hour
Benefits:
Dental insurance Employee discount Flexible schedule Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Weekends as needed Application Question(s):
Are you available to work on weekends? Education:
High school or equivalent (Required)
Experience:
Management:
1 year (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Customer Service Manager Reports To:
Director of Shelter Operations Supervises:
Customer Service Representatives (CSR) Status:
Non- Exempt Major Functions:
HHS's Customer Service Manager is responsible for keeping both our front desk and admitting desk running efficiently and effectively daily.
Their primary responsibility is managing customer service staff, working with customers, and running customer related programs.
Duties and Responsibilities All duties and responsibilities noted on the Customer Service Representative (CSR) job description Primary overseer of customer relations Oversee our adoption programs and policies Work with disgruntled customers and remedy any customer complaints Take part in CSR hiring and train new employees Work with CSR team on continuing education and further training Complete 90 day and yearly reviews for CSR Handle disciplinary action for CSR as needed Support our Community Outreach Coordinator with programming
Qualifications:
Knowledge, skills, and abilities sufficient to carry out the above responsibilities.
Strong communication skills.
Effective verbal and written communication skills.
Able to organize, prioritize, and manage multiple tasks.
Set and meet deadlines.
Work autonomously and perform well under pressure.
Detail-oriented and resourceful.
Proficient in MS Office programs.
Highly motivated and a self-starter who possesses the ability to multitask and operate in a fast-paced environment.
Deals positively with other departments and public.
Ability to work under high stress situations and multi-task.
Commitment to Harbor Humane Society's mission and values.
Knowledge of animal welfare issues a plus.
Working Conditions:
Work schedule may be flexible, and may require occasional evenings, weekends and holidays.
This position is classified non-exempt.
The physical demands of the position include sitting, standing, and walking; occasional lifting, carrying, pushing and pulling of 50 lbs.
; and stooping, kneeling, reaching, handling, speaking, hearing, and seeing.
This job description outlines the general duties of this position and is not intended to imply that these are the only duties to be performed by the employee in this position.
Customer Service Representatives Job Responsibilities Include:
Greet visitors and volunteers, answer questions and direct them appropriately Assist public with animal visits Process adoption applications, perform vet references, counsel and educate potential adoptions Handle animals being adopted, fostered, or returned to owner.
This includes quoting fees, computer processing, filling out paperwork and communicating with animal control (if necessary) Send letters to potential owners of animals at the shelter Assist the public with found animals and owned animals for surrender Answer emails, a multi-line phone system and return voicemails Use computer database (Shelterluv) for daily operations and to maintain a daily balance Take lost/found reports for dogs/cats Maintain office equipment/supplies Explain surgical discharge instructions to adopters and public as well as any other medical notes in animal file Sell dog licenses to the public and adopters Assist Behavior Manager and Foster Coordinators in maintaining our animal foster program Work closely with Behavior Manager to help identify potential adoption matches and counsel adopters on animal behaviors Accept cash and noncash donations from the public General cleaning of public areas Help maintain offsite cats available for adoption Assist and/or run adoption events Job Type:
Full-time Pay:
$13.
00 - $16.
00 per hour
Benefits:
Dental insurance Employee discount Flexible schedule Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Weekends as needed Application Question(s):
Are you available to work on weekends? Education:
High school or equivalent (Required)
Experience:
Management:
1 year (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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