Animal Care Customer Service Manager

JOB OPENING

CITY OF FARMINGTON

JOB POSITION #184: ANIMAL CARE CUSTOMER SERVICE MANAGER

NUMBER OF VACANCIES: 1

DEPARTMENT: Parks & Recreation

WORK LOCATION: Animal Shelter

HIRING RANGE: $21.4476 - $33.3513 per hour

PAY CLASS: I

DAYS WORKED: Varied, Weekends

HOURS WORKED: 8:30-5:30, Varied

TYPE OF POSITION: Regular, Full-Time

APPLICATIONS WILL BE RECEIVED UNTIL: Until Filled

PURPOSE

Supports the organizational mission, vision, goals of the Farmington Regional Animal Shelter by ensuring efficient operation of front and back counter relations (including adoptions and admissions); providing training, guidance and supervision of staff and volunteers, providing exceptional customer service and ensuring a good impression for both customers and animals coming to the Farmington Regional Animal Shelter.

ESSENTIAL DUTIES:

Maintain customer services standards by organizing counter operations and procedures; ensuring that all records are entered promptly and correctly; maintaining computer software systems, monitoring filing and archiving systems and updating as needed; ordering and acquisition of supplies; assigning and monitoring customer service and intake staff functions; ensuring that a neat, professional and welcoming reception area greets each visitor; participate as needed to ensure smooth operation of counter areas.

Ensure outstanding customer service for all guests.

Facilitate animal adoptions by ensuring timely adoption application processing.

Maintains lost and found reports and records communication and attempts to reunite lost animals with owners.

Oversees the scheduling of public spay and neuter surgeries, ensuring that protocols for program and scheduling are followed.

Oversees the Community Cat Program by determining eligibility, ensures correct processing, and works directly with caretakers and users of the program.

Oversees the Barn Cat Placement program by determining eligibility, ensures correct processing of the cat through the program and works with applicants on appropriate cat placement.

Plan and implement counter policies and procedures and ensure staff is advised of changes or updates.

Keep Animal Welfare Director informed by analyzing reports, summarizing data and ensuring its accuracy; identifying trends or problems and solutions.

Maintain customer service staff by recruiting, selecting, orienting, and training employees as well as volunteers.

Maintain customer service staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

Oversee and direct animal admission policies and procedures. Ensure that animals are correctly identified, examined, vaccinated, and placed into appropriate holding areas.

Train, and coach intake personal so that animals are taken in correctly and that records are correct. Also, must ensure that intake procedures are efficient and safe for animals and kennel personnel.

SKILLS/QUALIFICATIONS

Minimum of 3 years of office experience with supervisory responsibilities.

Excellent communication skills both written and verbal and the ability to relate to the public via telephone, email, and face to face interaction.

Ability to handle difficult people and situations with respect, calmness and courtesy.

Understanding of confidentiality and the ability to maintain it.

Ability to delegate.

Ability to manage staff and volunteers and create a dynamic and rewarding work environment for both.

Ability to create solid working relationships with different areas of the organization.

Hands on participation in all areas of customer service functions.

Training, supervision, performance reviews, mentoring and disciplinary of staff and volunteers.

Developing policies and procedures with standards for execution and ensuring adherence to such.

Promoting efficient and cost-effective customer service processes.

Supply Management.

Familiarity with