Customer Care Lead

Oakland, CA, United States

Job Details

Level

Experienced

Job Location

Oakland Adoption Center - Oakland, CA

Position Type

Full Time

Education Level

None

Salary Range

$23.00 - $23.50 Hourly

Travel Percentage

None

Job Shift

Any

Job Category

Nonprofit - Social Services

Description

The Customer Care Lead (CCL) oversees the daily operations of the public reception area, providing timely, accurate and courteous customer service at our Oakland Shelter. The CCL works with Customer Care Associates (CCAs), and animal care staff, providing guidance and coaching in order to deliver professional and courteous customer care, appropriate and efficient animal care, and maintain a clean and orderly work area. This role is the first escalation receiver/responder for customer situations and plays an important part in modeling high standards of interpersonal communication with customers, staff, and volunteers. The CCL also serves as a liaison for all customer care and adoption counseling volunteers, facilitating a rewarding volunteering experience. This position requires an individual who can lead by example and who is a confident decision maker.

Qualifications

Staff, volunteer, and customer relations

• Field and triage phone calls and emails; schedule appointments; assist customers; process adoptions, surrenders, returns, and other animal intakes and outcomes; receive and process donations

• Actively participate in interviewing, orientation, training, coaching, and corrective action for CCAs and customer care volunteers

• Provide timely and specific input to the Shelter Manager or Shelter Supervisor on performance evaluations and goals for CCAs

• Deliver excellent customer service, at all times, including while facilitating and processing adoptions, returns, surrenders, and during other customer interactions

• Acknowledge and greet all customers, and potential customers, in a professional, courteous, and timely manner

• Introduce customers to cats and dogs that are available for adoption

• Inform and educate customers on responsible pet ownership, general animal care and welfare within the scope of EBSPCA training

• Answer all telephone lines and e-mails promptly, professionally, and efficiently; when appropriate, take clear, legible, messages and direct them to the proper individual

• Address customer complaints and resolve customer communication issues as needed, advising the Shelter Manager or Shelter Supervisor and escalating when appropriate

• Facilitate, conduct, and counsel customers for owner surrender and return appointments

Oversee daily operations of shelter reception area, lobby, and adoption halls

• Responsible for the timely opening and closing of the reception areas, including preparation of the area for receipt of customers, opening and closing of the cash drawer, locking and unlocking the front doors

• Clean, sanitize, and keep orderly the reception desk area, lobby, and adoption hall; remove trash and recycling; spot cleaning throughout the day

• Maintain well-organized, properly stocked, and clean reception area; keep tidy the donation bins and adoption give-away area

• Ensure that adoption area and front desk is well presented at all times and is stocked with necessary supplies, adoption packets, flyers, and promotional materials

• Ensure daily that any cash, credit card receipts, or other monetary transactions, match the amount on the end-of-day reports and submit to Finance

Administration

• Oversee timely and accurate maintenance of customer care filing systems

• Implement marketing efforts for the Oakland adoption center, including but not limited to promotion of programs and services to visitors, participation in special events, and soliciting donations

• Maintain proper documentation in records, including reviewing documentation by the customer care associates

• Track and generate daily reports of customer adoption times; generate monthly or weekly customer response times as requested

• Process shelter service transactions and records

• Oversee and maintain an accurate adoption inventory

• Perform other duties as assigned by the Shelter Manager or Shelter Supervisor

Shelter Operations

• Perform routine, daily animal care, such as diet preparation, feeding, cleaning and housebreaking for shelter animals

• May be required to transfer animals between all East Bay SPCA campuses and offsite locations (fleet vehicle provided or mileage reimbursement if using personal vehicle).

Qualifications

• Basic domestic animal care knowledge including breeds, behavior, appropriate care and housing, common health problems, disease symptoms, and handling techniques.

• Minimum two years of experience in a customer service role; one year of supervisory experience preferred

• Minimum one year of experience working with animals. Experience in a shelter setting highly desirable

• Proven organizational skills and demonstration of excellent written and verbal communication skills with diverse communities

• Ability to problem solve, think critically, multi-task and succeed in a fast-paced, emotionally charged, environment with a positive attitude

• Excellent interpersonal skills and engaging coaching style

• Basic math and writing skills, including the ability to use grammatically correct English and accurate cash reporting

• Proficient in Microsoft Office applications. Familiarity with Shelter Buddy shelter software program desired

• Treats all animals humanely, with compassion and concern, both on and off the job, and transmits these values to others

• Multilingual fluency preferred

• Pre-employment background check and drug screening required

• Reliable transportation, a valid CA driver's license, and evidence of insurability required

• High school graduate or equivalent

Working Conditions

• Work is performed in an animal shelter environment at the Oakland campus with exposure to seasonal outdoor conditions

• Must be competent handling dogs and cats of all sizes, ages, and temperaments

• Weekend work required; must be available to work evenings and holidays as needed

• Animal contacts and related injuries, including bites and scratches, may occur. May occasionally handle sick, injured, or deceased pets.

• Noise exposure varies and often includes uncontrolled barking and other animal vocalizations

• Animal waste contact, smells, and visual exposure are prevalent

• Occasional lifting up to 75 lbs. with reasonable accommodation

• Frequent walking, bending, and stooping in kennel and adoption areas

• Eligible and approved drivers may transfer animals between all East Bay SPCA campuses and offsite locations (fleet vehicle provided or mileage reimbursement if using personal vehicle)

Benefits

The East Bay SPCA offers a wide range of benefits to full-time employees including full medical, dental, and life insurance, a 401K retirement plan, discounted veterinary care, and more.