Supervisor, Shelter Services

JOB TITLE: Supervisor, Shelter Services

EMPLOYER: Tree House Humane Society

CLASSIFICATION: Non-exempt, Full-Time, Hourly

DEPARTMENT: Shelter Operations

REPORTS TO: Shelter Manager

EFFECTIVE DATE: April 2023

Who we are: Tree House Humane Society is a leading animal welfare organization located in Chicago, IL. Founded in 1971, we have remained committed to enhancing the lives of humans and animals in our community through innovation, compassion, and care. Our state-of-the-art facility facilitates hundreds of adoptions to loving homes each year, including through our FeLV+ program out of our Cat Cafe. In 2021, we opened our Veterinary Wellness Center, dedicated to offering quality vet care at affordable prices. Through spay/neuter and wellness programs, as well as pop-up vaccine clinics and outreach, Tree House is committed to expanding access to care anywhere we go.

Who you are: You are upbeat and enthusiastic, enjoy a challenge, and are as comfortable with overseeing day-to-day operations as you are supervising people with a strong emphasis on being customer focused. You are someone who wants to see every cat thrive, whether that is our adoptable feline leukemia cats, cats with behavioral challenges or outdoor community cats. You are comfortable navigating various resources and assisting the community in caring for their pets.

SUMMARY:

The Supervisor, Shelter services is responsible for conducting and overseeing the daily functions of the reception, barista, and adoption staff as directed by management. The Supervisor, Shelter services will act with urgency to accomplish important tasks and play a direct role in achieving Tree House’s Mission that every cat thrives.

Schedule:

Wednesday thru Sunday; 10:30am -6:30pm

DUTIES AND RESPONSIBILITIES:

Expectations for service:

• Ensures an impeccable educational and supportive experience for all guests.

• Model what superior customer service looks like and demonstrate an attitude that encourages enthusiasm and support for staff, volunteers, and the public.

• Approach all customer service situations with empathy and model judgement-free interactions.

• Develop a detailed knowledge of Tree House’s programs to provide the best possible resources and experience for our guests.

Supervisory 50%

• Work with the Volunteer department to onboard, train, and retain volunteers in all areas of customer facing roles.

• Foster a team environment by working with staff and volunteers to accomplish Tree House mission, values, and goals and ensure people have an exceptional customer service experience.

• Help develop and deliver effective new hire onboarding as well as daily supervision, coaching, and training opportunities to customer service staff and volunteers.

• Monitoring of customer communication channels (Help Scout, email, phones, other) to ensure timely replies to all inquiries and appropriate responses.

• Step in to perform all areas of staff responsibility to help with the daily flow or to cover unexpected staff shortages, as needed. Provides front desk, adoption, and barista coverage.

• Act as an escalated point of contact and provide mentorship when it comes to handling challenging situations.

• Conducts daily checks on task completion for all customer service staff and volunteers.

• Draft staff and program schedules to ensure coverage; ensure publicly posted hours of operations reflect scheduling changes and closures.

• Assist manager with conducting department meetings and attend other team meetings to represent the department as needed.

• Collaborate with other internal teams to have a holistic view of operations

Administrative 50%

• Responsible for implementing initiatives for pet retention efforts and as well as offering solutions to the community to responsibly reduce intakes, increase adoptions, and help pets stay in their homes.

• Creates initiatives to gather data on our customer support to increase available resources for the public directly related to pet retention efforts.

• Generate end of month reports for programs.

• Create and maintain standard operating procedures (SOPS) and guidelines.

• Manages retail store and cafe including ordering merchandise and supplies, stocking the store, and ensuring store area is tidy and well maintained.

Other job duties may be assigned as needed.

SUPERVISORY RESPONSIBILITIES:

• Indirectly supervises 4-6 employees within the department.

• Carries out supervisory responsibilities in accordance with the organization's

policies and applicable laws.

Required:

• 2 years experience in customer service

• Experience driving projects or initiatives to successful conclusion

• Computer skills required: Knowledge of Microsoft Office products and basic office

equipment.

• Demonstrated ability to actively listen, understand, and make effective decisions and drive successful conflict resolution.

• Ability to direct, lead, delegate, problem solve and offer support

• Positive, empathetic attitude with a passion for working with animals and people and must have good judgment and communication (verbal and written) skills.

• Detail-oriented with an ability to follow directions as well as work independently with minimal supervision; proven ability to successfully lead and delegate tasks to others.

Bonus:

• Experience as a lead in a customer service environment required; veterinary or animal related environments preferred. Experience in social work or non-profits is a plus.

• Bilingual a plus (English/Spanish)

COMPETENCIES:

• Attendance & Dependability - Is consistently at work and on time. Follows instructions and responds to management direction. Provides consistent, timely, high-quality work. Follow through on commitments. Uses time efficiently. Takes responsibility for own actions.

• Customer Service - Treats customers (internal and external) with respect and courtesy. Shows interest in anticipating and responding timely to customer needs and concerns. Goes beyond basic service expectations to help customers. Responds appropriately to and resolves difficult and emotional situations. Seeks ways to improve service delivery. Must demonstrate client/customer focus, excellent people skills, an enthusiastic can-do attitude, and the ability to handle difficult situations well. Ability to suspend personal judgment and to be creative and solution-oriented when dealing with customers.

• Diversity - Enthusiastically works with all employees, regardless of race, gender, culture, and age. Values contributions of people from diverse backgrounds. Demonstrates respect for the opinions and ideas of others. Shows awareness of and sensitivity to cultural and individual values.

• Ethics - Respect and maintains confidentiality. Tells the truth and is honest in all dealings. Avoids situations and actions considered inappropriate or that present a conflict of interest. Upholds organizational values. Does not misrepresent self or use position or authority for personal gain. Can document conversations and interactions clearly, with detail and transparency

• Teamwork - Listens and responds constructively to others' views. Gives and welcomes feedback. Assists others when they need it. Share expertise. Acknowledges others' efforts and contributions. Puts success of the team above own interests. Creates a positive work environment. Willing and committed to working well with volunteers and staff in all roles

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to sit for long periods

• Frequently required to stand, walk and bend over or stoop.

• Frequently required to interact with public customers with and without appointments.

• Must occasionally lift and/or move up to 40 pounds.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tree House Humane Society is an equal-opportunity employer and seeks to employ qualified individuals based on individual merit. Tree House Humane Society does not discriminate against any individual with respect to the terms and conditions of employment based on that individual’s race, sex, age, religion, color, national origin, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, housing status, or any other non-merit factor protected under state, local or federal laws. Equal Employment Opportunity applies to all personnel actions such as recruiting, hiring, compensation, benefits, promotions, training, transfer, termination, and opportunities for training. Tree House Humane Society is committed to a fair and equitable workplace where everyone is a respected and valued member of the team.