**please read Minimum Qualifications carefully, as submissions that do not meet these will not be reviewed**

Job Title: Customer Care Manager

Department: Shelter Operations

Job Classification: Full Time; Salaried, Exempt Position

Job Relationships: Reports to Director of Operations, works closely with Animal Care Managers and Lead Animal Care Technicians, Foster Care Coordinator, Intake Coordinator, Transport Coordinator and veterinary care team

Supervisory Relationships: Supervises the Customer Care Associates, acts as Manager on Duty for all departments as needed

General Purpose: Responsible for the positive experience of the public patronizing Midcoast Humane from their interpersonal interactions with staff, to the speed and efficiency of processes

Schedule: This position is a member of the Midcoast Humane management team and schedule is determined as the organization’s needs dictate. Weekends and evenings are required. Availability in the mornings to manage staff call-outs is required

PRIMARY PURPOSE: To manage the staff and processes by which Midcoast Humane: admits stray and owner relinquished pets, counsels for and processes adoptions, processes and matches lost and found reports, processes returns to owners and schedules and admits public and rescue group spay and neuter appointments. Models exemplary customer service in a fast-paced, sometimes emotionally charged environment with competing priorities. Fosters a spirit of goodwill and trust between the members of the public and Midcoast Humane, ensuring that staff deliver exemplary customer service while advocating for the pets in our care and in our community.

PRIMARY RESPONSIBILITIES

CUSTOMER CARE:

• Assess and consider daily: the interactions of staff and volunteers with members of the public both in person and on the phone
• How can we continually improve?
• Have we done all we can to ensure a positive experience that meets the public’s needs?
• Manage pet population flow in conjunction with the Animal Care Managers, Transport Coordinator, Admissions Coordinator and Foster Care Manager in and out of the shelter by monitoring admission appointments, scheduled returns to owners and stray pet statuses to ensure we are managing our resources well and meeting the needs of our pets and patrons in a timely fashion
• Be conversant in and understand the philosophies of an open admission facility and be able to discuss with both staff and members of the public the Midcoast Humane admission, adoption and euthanasia guidelines
• Engage customers in non-judgmental conversation regarding admissions, reclaims and adoptions
• Treat information given by and about customers with confidentiality, tact and discretion
• Interact with the public in a compassionate, polite, professional, non-judgmental manner at all times
• Build and maintain relationships with the Midcoast Humane’s contracted towns’ animal control officers (ACOs) and police officers

SUPERVISORY RESPONSIBILITIES:

• Set the example of a high functioning, positive work style while coaching and mentoring the customer care team members through their individual career growth and development
• Supervise the customer care team and ensure that they are supported in their daily responsibilities, including opening, during shift and closing checklist items
• Implement and adapt the Midcoast Humane training program to the individual customer care staff to ensure each staff member’s learning needs are met
• Train staff on and monitor the in-kind and monetary donation process at the reception desk for completion, adherence to policy and accuracy
• In conjunction with the Director of Operations, revise and create SOPs as needed to ensure up to date training and reference resources for customer care processes
• Initiate daily task assignments for self and team, follow through on any pending matters, use independent judgment and training to take appropriate action to deal with standard recurring situations
• Interview and hire new team members with an eye to needed skill sets, positive and progressive mindset regarding animal welfare and potential for growth within Midcoast Humane
• Coordinate work schedule of all customer care staff on a weekly basis and provide weekly schedule to Director of Operations
• In conjunction with the Director of Operations, perform performance reviews, performance improvement plans and disciplinary actions, as needed, per the Midcoast Humane documentation guidelines
• Ensure that all customer care staff remain focused on the mission of the organization and conduct themselves in a highly compassionate and professional manner
• Coordinate and conduct bi-weekly meetings with customer care staff to discuss and/or set operations protocols and procedures
• Oversee the training and skill checks for customer care volunteers, to ensure protocols are being followed, goals are met and that they feel valued and appreciated

ADDITIONAL RESPONSIBILITIES:

• Perform the responsibilities of the customer care team
• Be the primary Midcoast Humane liaison for ACOs and police officers of municipalities bringing pets to the Midcoast Humane
• Able to learn and able to teach to staff the PetPoint data management system and other computer related programs and software used at the Midcoast Humane
• Assist Director of Operations with projects including but not limited to weekly PetPoint reports
• Recognize, assess and provide solutions for issues and improvements in day-to-day operations
• Observe the facility at all opportunities and report any repair or maintenance needs of the building, grounds and equipment and keep track of deep cleaning projects and assign as needed
• Participate in Midcoast Humane events on- and off-site as a representative of the Midcoast Humane management team to the public and donors
• Perform the functions of a Manager on Duty, which include alarming/unalarming the building(s), checking staff out and handling patron and animal emergencies
• Other duties and responsibilities as assigned as the business needs dictate

SKILLS & ABILITIES NECESSARY:

• Demonstrate excellent communication skills, strong organizational skills, and the ability to work effectively with others, as coordination with multiple departments within the organization is required
• Ability to de-escalate emotionally charged situations
• Ability to meet people where they are with compassion, kindness and a solution-based attitude
• Excellent organizational skills
• Animal handling skills preferred
• Computer skills required including Word, Excel, email and all other forms of electronic communication
• Ability to learn and work in an animal sheltering database

MINIMUM QUALIFICATIONS REQUIRED:

• Bachelor’s degree or equivalent combination of education and experience directly applicable to this role
• Process and project management experience
• Minimum of three years supervising staff, preferably in an animal sheltering or veterinary clinic environment
• Proactive, positive attitude
• Valid Maine driver’s license

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

• Duties of the job are performed in an animal shelter/animal clinic setting
• The employee is frequently exposed to odors or airborne particles including animal fur, disinfecting chemicals which can be toxic and zoonotic diseases
• Consistently exposed to animals and animal allergens under conditions without alterations available
• The noise level in the work environment can be very loud
• Must be able to lift at least 50 lbs.
• Able to climb stairs
• Able to scoop, bend, twist, lift, squat, kneel, grip and reach
• Able to stand for several hours up to an 8-hour shift
• Able to sit at a computer workstation and type and use a mouse for 2-4 hours at a time as part of normal job functions
• Move about the building and campus consistently to coordinate work

PSYCHOLOGICAL DEMANDS (in a usual workday)

Must possess excellent organizational and time management skills in order to handle multiple and sometimes conflicting tasks. Must be able to work with minimal supervision regarding time management and have the ability to consistently make sound, ethical decisions in emergency situations. Demonstrated ability to make accurate assessments while establishing and maintaining effective working relationships within the organization.

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this job description is intended to be an accurate reflection of the current job, the organization reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances dictate (such as emergencies, changes in personnel, workload, or technological developments).

Job Types: Full-time, Part-time

Pay: $45,000.00 - $50,000.00 per year

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Ability to Relocate:

• Brunswick, ME: Relocate before starting work (Required)

Work Location: In person