Job Relationship: Reports to Director of Community Programs under the direction of the Chief Operating Officer, and oversees Pet Support Representatives. Works closely with the managers from all departments, all shelter staff and volunteers.
Position Summary: The Pet Support Manager is the face of the shelter and is responsible for providing excellent customer service to a diverse community of pet owners and ensuring the best possible outcome for the animal and family. This Manager also oversees the lost and found program and works to reunite pets with their families. The Pet Support Manager also oversees front office administrative operations which includes providing resources to customers, managing intake appointments, handling financial transactions, and answering phones and emails. The Pet Support Manager is responsible for representing BARCS in a positive and professional manner through effective communication with customers and by creating a cohesive and positive team atmosphere.
A typical work week may include weekends and holidays.
Responsibilities:
- Manages and supervises Pet Support Representatives on all daily responsibilities
- Responsible for daily oversight of front office administrative functions, conducts annual performance reviews of direct reports, and administers performance improvement plans as necessary
- Provides guidance and training to staff in order to ensure established procedures and policies of the organization are followed and proper customer service is provided
- Responsible for daily cash transactions and reconciliation. Prepares prior day’s cash receipts for bank deposit and makes deposits daily
- Responsible for all front office procedures and workflow related to, but not limited to providing resources, redemptions, surrenders, lost and found, pet licenses, intake appointments, retail sales, donations, assisting with processing adoptions as appropriate, etc.
- Responsible for educating and providing up-to-date resources to the public for animal related needs to help keep pets with their families
- Oversees Pet Food Assistance program including managing inventory
- Works with Neighborhood Outreach Coordinator to fill public spay neuter appointments
- Oversees scheduling intake appointments for families with no other alternatives but to surrender
- Oversees coordination and follow up between Pet Support Representatives and the Foster Department for the Temporary Boarding Program
- Assists staff and volunteers whenever necessary to assure smooth, courteous handling of customers and their pets
- Provides excellent customer service and mediates conflicts as necessary
- Responsible for ensuring a robust lost and found program by actively improving operating procedures that increase the rate of reuniting lost pets
- Responsible for ensuring that appropriate, pertinent and detailed information is entered into the shelter’s database. This includes, but is not limited to: memos, customer conversations and updates, microchip information, animal transfer tickets, animal intake information, financial transactions, customer information, etc.
- Responsible for third party reporting as deemed necessary including but not limited to Pet Data and Found Registry
- Responsible for the handling of daily phone calls and emails from customers and responding in an effective and efficient manner. Maintains appropriate voicemail greetings and standard responses for frequently asked questions.
- Responsible for ordering microchips, pet license tag, and other office supplies
- Performs related work as required.
Qualifications, Knowledge, and Skills
- Graduation from an accredited high school or possession of a GED certificate
- Minimum of 3 years’ experience in management
- Excellent written and verbal communication skills and strong customer service skills
- Must be able to handle financial transactions with accuracy
- Exhibits strong problem-solving skills and able to mediate customer concerns
- Able to multi-task and work in a fast-paced environment with a variety of people
- Able to work efficiently on a computer and with social media
- Must be detail oriented and able to prioritize and perform duties efficiently and effectively
- Able to follow instructions and communicate clearly to others
- Able to work independently and be highly motivated
- Able to maintain confidentiality and use discretion
- Must be able to work flexible hours including nights and weekends
- Able to perform physical work; bending, lifting, walking and standing for up to 10 hours a day
- Committed to maintaining the BARCS high standard of animal care and mission
Working Conditions:
Work is performed in an animal shelter that operates seven days a week, with exposure to conditions such as dust, wetness, odors, high noise levels, etc. Work requires physical exertion such as, but not limited to, standing for long periods of time, sitting for long periods of time doing administrative duties, bending often to interact with animals, lifting animals of all shapes and sizes. Lifting bags of litter, food and equipment with an average weight of 50 pounds. There is exposure to animals of all kinds including domestic, wildlife, and farm animals. There is potential exposure to: sharp objects, cleaning agents, animal waste, zoonotic diseases, dangerous or fractious animals, and potentially hazardous conditions including the risk of animal scratches and bites. There is also exposure to friendly, loving animals in need of your affection.
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
