Customer Service Manager

Job Description

The Customer Service Manager has excellent customer service skills, a passion for animal welfare and strong organizational abilities. This position oversees the entire front desk team of customer service representatives and the Customer Service Assistant Manager.  The Manager is responsible for all scheduling, hiring, training, and supervising the customer service team. These staff are responsible for adoptions, retail and licensing and creating a welcoming environment for our community.  The Customer Service Manager works closely with accounting regarding receipt integrity, inventory controls, cash handling procedures and reporting. 

Primary responsibilities include:

• Providing leadership, inspiration, and direction to the organization around adoptions and excellent customer service.
• Supervising departmental staff, scheduling, and hiring, handling payroll reporting. 
• Supervises the Assistant Customer Service Manager and partners with them closely to maintain departmental SOPs, provide training, support, leadership, and supervision to the Customer Service team including staff and volunteers.
• Ensures all staff adhere to the highest standard of customer service including in-person communications, email communication, and phone calls.
• Responsible for ensuring adoptions has consistent seven day a week coverage.
• Works closely with the Volunteer Department to train and supervise Adoption Volunteers. 
• Integral      part of the leadership team who evaluates and provides reports on our adoption rate and provides insight and works to attain revenue goals.
• Responsible for all training and onboarding for all adoption staff  
• Maintains best practices for adoption policies, stays informed of changes in the animal welfare field.
• Shelter software database administrator for campus
• Manages the pet licensing database, ensuring data integrity, accuracy, and timely updates.
• Responsible for ordering all retail 
• Personally, handles difficult/emotional customer interactions. 
• Supports, trains, and assists all front-line staff for all transactions and customer interactions.\
• Keeps updated on all in care animals’ status and special needs. 
• Other duties as assigned by the Director of Animal Welfare 

Pet Licensing – Oversees licensing staff to ensure the following:

• Assign and mail pet tags to on-line and mail-in customers.
• Conduct regularly scheduled reporting on expired licenses, generate and mail renewal notices using mail merge function. Track all renewal notifications and individual compliance.
• Inventory Control for Pet tags, ordering, tracking, and assigning tags to pets.
• Serve as administrator of the PetTrack database.
• Report monthly on license activity and income / generate special reports as needed.
• Maintain and track the status of all special licenses. Communicate inspection needs to ACO Chief
• Train all staff issuing licenses in proper procedures and protocols.
• Attend and contribute to all Licensing and Coordinator/Manager meetings.

Qualifications

• Demonstrated management and leaderships skills with staff and volunteers.
• Previous animal sheltering experience
• Demonstrated program management experience.
• Excellent communication skills (verbal and written)
• Very strong public speaking and teaching skills, with both large groups and in one-on-one situations
• The ability to stay calm, collected, and professional in stressful or emotionally charged situations.
• The ability to multitask and work very efficiently in an often hectic, dynamic, fast-paced environment.
• The ability to work collaboratively and productively with volunteers, peers, and other KHS staff (a true team player)
• Positivity and open-mindedness towards progressive animal welfare strategies and policies
• Ability to understand and interpret all city and county pet licensing ordinances.
• Previous database management
• Support the mission and philosophy of the Kitsap Humane Society
• Must advocate the humane treatment of animals and be able to transmit these values to others.