Customer Service Supervisor (Pet Resources)

Job Overview

Pet Resource Center is Hillsborough County’s public animal shelter, responsible for the care of over 15,000 cats and dogs each year. Being a high volume, highly visible department, public perception and customer service support are extremely important. As the Customer Service Supervisor, you will be the primary point of contact for staff working directly with Pet Resource Center customers. Customer Service Supervisors ensure customers are heard and assisted from the beginning to the end of their visit to PRC. They supervise and manage a customer service team and train staff members and volunteers to provide high-quality customer service while ensuring that County policies are followed. Supervisors will also handle inquiries due to customer disputes and issues.

Starting Salary

$55,099 - $71,635

Benefits

Click HERE to view our Benefits at a glance

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Ensure the execution of all customer service programs and processes.
• Maintain a neat and organized front lobby.
• Establish and implement key strategies for the customer service team.
• Understand and follow all County standard practices and policies.
• Attend team meetings, supervisor meetings, etc.
• Serve as a liaison to other areas of the department.
• Act as the liaison between management and your team.
• Assist with ensuring compliance to all customer contracts and required paperwork.
• Achieve department goals while fostering an environment that produces high levels of customer satisfaction and employee morale.
• Create and distribute weekly schedules.
• Motivate the team by supporting professional development as well as providing positive feedback.
• Ensure that high standards of efficiency, quality, accuracy, and cost-effectiveness are achieved and that subordinates meet their objectives, deadlines, and standards.
• Assist and offer guidance to subordinates who need help in learning new and more complex tasks.
• In charge of supervising the activities related to personnel, such as recruitment, selection, employee training, performance evaluation, and disciplinary action when a problem occurs.
• Responsible for onboarding new employees and training them according to their expertise and skills and create and implement effective customer loyalty programs.
• Entails planning, communicating, and controlling workflow in a department and organization.
• Recommend changes, improvements or additions to the SOPs, programs, or procedures that are related to the duties of subordinates.
• Handle inquiries due to customer disputes and issues.
• Catalog reports of customer complaints, analyze, and make recommendations for how to improve service based on the quality of all received complaints.
• Keep customers informed about any delays in receiving assistance if they occur.
• Find the real cause of a problem to give customers a satisfactory answer.
• Follow up with customers after the problem has been resolved so as to collect feedback from them on how you solved their issues.
• Other duties as assigned

Job Specifications

• Excellent people skills in order to deal with customers or clients
• Ability to interpret policies and procedures so they can provide information in understandable terms to employees and customers
• Must be excellent communica