Customer Care Lead (Animal Shelter)

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

Essential Duties and Responsibilities:

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 who 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 Supervisor or Shelter Manager and escalating when appropriate
• Facilitate, conduct, and counsel customers for owner surrender and return appointments
• Manage the inflow of public animals via appointments as able

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:

• Assist animal care staff as appropriate and assigned, including performing routine, daily, animal care tasks (diet preparation, feeding, cleaning, potty breaking, etc.) for all 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:

• Animal care knowledge of domestic animals including breeds, behavior, appropriate care and housing, common health problems, disease symptoms, and handling techniques.
• Proven experience delivering exceptional customer service.
• Minimum two years of experience in a customer service role; one year of supervisory experience preferred.
• Minimum one year of experience working with animals in a professional setting. Experience working in an Animal Shelter or veterinary clinic highly desirable.
• Proven organizational skills and demonstration of excellent, clear, and effective written and verbal communication skills with a diverse population, including coworkers and others.
• Ability to think critically, problem solve, multi-task and succeed in a fast paced, emotionally charged, environment with a positive attitude while fostering empathy with customers and coworkers.
• Excellent interpersonal skills and engaging coaching style
• Basic math, reading, and writing skills including the ability to: comprehend and write simple instructions, short correspondences, and memos; 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. Ability to transmit 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 primarily performed in an Animal Shelter environment with exposure to detergents, cleaning products, wet and humid environments, and seasonal outdoor conditions.
• Must be competent handling dogs and cats of all sizes, ages, and temperaments. Requires the ability to leash, walk, and maintain control over large and extra-large dogs, which can include dogs 90 pounds and over.
• Weekend work required; must be available to work evenings, holidays, and occasional overtime as needed.
• Animal contacts and related injuries, including bites and scratches, may occur. May occasionally handle sick, injured, or deceased animals.
• Noise exposure varies and often includes uncontrolled barking and other animal vocalizations.
• Animal waste contact, smells, and visual exposure are prevalent.
• Must be able to lift 50 pounds on a frequent basis and occasionally lift up to 75 pounds with assistance.
• Must be able to push and/or pull over 50 pounds occasionally.
• Frequent standing, walking, typing, bending, twisting, crouching, kneeling, and stooping.
• 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).

Job Type: Full-time

Pay: $23.00 - $23.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

People with a criminal record are encouraged to apply

Education:

• High school or equivalent (Required)

Experience:

• professional animal: 1 year (Required)
• Customer service: 2 years (Required)

Language:

• Spanish (Preferred)

License/Certification:

• California Driver's License (Required)

Ability to Commute:

• Oakland, CA 94621 (Required)

Ability to Relocate:

• Oakland, CA 94621: Relocate before starting work (Required)

Work Location: In person