Find & Apply For Customer Service Manager Jobs in Murphysboro, Illinois

Position Summary Wright-Way Rescue is seeking a full-time Assistant Supervisor to provide hands-on leadership, staff support, and operational oversight for our Admissions & Medical Campus in Murphysboro, Illinois. This position supports the Call Center & Adoption Support team and Care Giving team, with a particular focus on weekend operations, staff supervision, and ensuring continuity of daily activities. Serving as a working team leader, the Assistant Supervisor balances direct call center support with overseeing caregiver staff, assisting with incoming transports, managing internal and external escalations, and addressing real-time operational needs. This individual serves as a key point of contact for staff and leadership, helping maintain appropriate staffing coverage, promote accountability, and ensure established procedures and responsibilities are carried out effectively. The ideal candidate is organized, compassionate, customer-focused, and confident in making sound decisions in a fast-paced animal welfare environment. Strong communication, problem-solving, and leadership skills are essential, as this role requires balancing competing priorities while providing exceptional service and support to adopters, fosters, volunteers, donors, veterinary partners, and internal departments. The Assistant Supervisor plays a vital role in supporting Wright-Way Rescue's mission of animal rescue, adoption, and community outreach by promoting accountability, effective teamwork, and consistent, high-quality service. During weekend operations and adoption hours, this individual provides leadership across assigned teams, supports daily logistics, resolves escalated concerns, and helps ensure the safety, efficiency, and effectiveness of campus operations while fostering a positive experience for staff, adopters, visitors, and other members of the Wright-Way Rescue community. Essential ResponsibilitiesTeam Leadership & Supervision Lead, motivate, and support Call Center staff to deliver exceptional customer service. Monitor daily facility operations, staffing levels, and workflow to ensure service goals are met. Provide training, onboarding support, coaching, and performance feedback to team members. Escalate operational concerns, trends, recommendations, and ideas to the Director of Communication & Grants. Serve as a resource for staff questions regarding policies, procedures, customer interactions, and adoption-related matters. Serve as the first point of escalation for customer concerns and complex situations. Foster a positive, collaborative, and mission-driven work environment. Identify opportunities for workflow improvements and process enhancements. Weekend Operations & Escalation Management Serve as the primary Call Center and Care Giver leader during weekend hours. Oversee weekend communication operations and ensure adequate support is available for staff, adopters, fosters, volunteers, and visitors. Manage and resolve escalated customer concerns professionally and effectively. Support adoption operations by ensuring accurate information is communicated to adopters and visitors. Collaborate with adoption, admissions, medical, transport, and leadership teams as needed. Make informed decisions that support both customer satisfaction and organizational policies. Ensure weekend operations remain organized, responsive, and efficient. Customer Service Management Ensure timely and professional handling of incoming calls, emails, text messages, social media inquiries, and customer concerns. Assist with daily logistics and operational needs as escalations occur. Address concerns from adopters, fosters, volunteers, donors, veterinary partners, and community members with empathy and professionalism. Resolve customer issues while maintaining compliance with organizational policies and procedures. Maintain high standards for communication quality, accuracy, and responsiveness. Track and follow up on unresolved cases to ensure satisfactory outcomes. Maintain accurate records and documentation of customer interactions. Sensitive Case Management & Communication Assist with managing and documenting complex, sensitive, and high-impact cases involving serious medical conditions, behavioral concerns, animal welfare issues, quality-of-life assessments, and end-of-life care decisions. Communicate professionally, compassionately, and accurately with staff, adopters, foster families, volunteers, and community members regarding difficult situations, including disease management, terminal diagnoses, medical treatment plans, and humane euthanasia decisions. Serve as a liaison between customers, foster families, veterinary staff, and organizational leadership to ensure timely, consistent, and transparent communication regarding sensitive animal care matters. Provide emotional support, educational resources, and appropriate guidance to individuals navigating challenging pet health, behavioral, or welfare-related situations while maintaining empathy and professionalism. Support organizational crisis communications by delivering accurate information regarding disease outbreaks, quarantine protocols, medical recommendations, and other animal health concerns in accordance with organizational policies. Escalate urgent or complex cases to veterinary and leadership teams as appropriate and maintain thorough documentation of communications, decisions, and outcomes. Demonstrate professionalism, sound judgment, and emotional resilience when working with challenging situations inherent to animal rescue, including cases involving neglect, abuse, severe illness, injury, and humane euthanasia. Collaborate closely with veterinary and operations teams to ensure adopters and foster families receive clear, consistent guidance regarding diagnoses, treatment recommendations, recovery expectations, and quality-of-life considerations. Adoption Knowledge & Support Maintain a strong understanding of Wright-Way Rescue's adoption process, programs, policies, and procedures. Provide guidance to adopters regarding available animals, adoption requirements, adoption events, and next steps. Stay informed about current adoption promotions, special events, and organizational initiatives. Support adoption efforts by ensuring accurate information is communicated across all customer-facing channels. Assist with promoting adoption opportunities and increasing community engagement with adoptable animals. Social Media & Community Engagement Assist in promoting adoption events, available animals, and organizational initiatives through social media platforms. Participate in and facilitate social media live videos showcasing adoptable pets, adoption events, and special initiatives. Monitor and respond to social media comments, messages, and public inquiries in a professional and timely manner. Help increase engagement and visibility for adoption opportunities and community events. Collaborate with the Marketing & Development team to ensure messaging remains professional, accurate, and aligned with organizational goals. Identify opportunities to highlight success stories, adoption events, lifesaving efforts, and community partnerships through digital engagement. Serve as a positive public representative of Wright-Way Rescue across communication channels. Operations & Quality Assurance Monitor key performance indicators, including call volume, response times, customer satisfaction, and case resolution rates. Identify process improvement opportunities to enhance efficiency and service quality. Assist the Director of Communication & Grants with developing and maintaining call scripts, email templates, knowledge base resources, and standard operating procedures. Conduct regular quality assurance reviews and provide constructive coaching and feedback. Assist in implementing new systems, technologies, communication tools, and workflow improvements. Administrative Duties Maintain accurate records of customer interactions and case resolutions. Prepare reports related to Call Center performance and service metrics. Coordinate communication between departments, including staff, adoption, foster, veterinary, transport, admissions, and development teams. Monitor shared inboxes and communication channels. Ensure compliance with organizational policies, confidentiality standards, and data management practices. Support special projects and organizational initiatives as assigned. Mission Support Represent Wright-Way Rescue professionally and compassionately in all interactions. Promote the organization's mission, programs, and services to the public. Assist during emergency situations, disease outbreaks, high-volume events, or crisis communications as needed. Support adoption events, fundraising initiatives, and community outreach efforts when appropriate. Serve as a leader who exemplifies Wright-Way Rescue's commitment to lifesaving and exceptional customer service. QualificationsRequired High school diploma or equivalent; associate's or bachelor's degree preferred, but not required. Minimum two (2) years of customer service experience. Minimum one (1) year of leadership, supervisory, or team lead experience, preferred but not required. Strong verbal and written communication skills. Strong conflict resolution, problem-solving, and interpersonal skills. Proficiency with customer service software, phone systems including 8x8, social media platforms. Ability to multitask and remain organized in a fast-paced environment. Ability to handle emotionally sensitive situations with professionalism and empathy. Passion for animal welfare and commitment to Wright-Way Rescue's mission. Preferred Experience in a call center environment, strongly preferred. Experience working in a nonprofit, animal welfare, veterinary, sheltering, or rescue organization, strongly preferred. Knowledge of adoption, foster care, transport, and animal rescue operations, strongly preferred. Bilingual communication skills. Wright-Way Rescue recognizes that valuable candidates may bring a variety of experiences and backgrounds. Candidates who may not meet every listed qualification are encouraged to apply. We are willing to train the right candidate who demonstrates strong leadership potential, customer service skills, and a commitment to our mission. Because of this, compensation can be negotiable based on the candidate's background and skill set. Key Competencies Leadership and team development Customer service excellence Problem-solving and decision-making Conflict resolution Time management and organization Attention to detail Adaptability and resilience Compassion and professionalism Written and verbal communication Ability to manage sensitive and emotionally complex situations Physical Requirements Ability to sit, stand, and use a computer and telephone for extended periods. Ability to occasionally lift up to 25 pounds. Ability to work evenings, weekends, and holidays as needed. Ability to support adoption events and organizational initiatives as required. Work Environment This position operates in a dynamic rescue environment where priorities may shift based on operational needs, animal care requirements, emergency situations, and community support activities. The Assistant Supervisor must be comfortable working in a mission-driven organization dedicated to improving the lives of animals and the people who care for them before they arrive in their forever homes. What Success Looks Like The successful Assistant Supervisor will build confidence within the team, improve operational efficiency, provide exceptional customer service, strengthen communication across departments, and create a positive experience for adopters and community members. This individual will serve as a leader, coach, problem solver, and ambassador for Wright-Way Rescue while helping advance our lifesaving mission and supporting adoptions through direct customer interactions, staff development, and community engagement efforts.

Pay:

$15.00 - $18.00 per hour Expected hours: No less than 35.0 per week

Work Location:

In person