Customer Service Supervisor

Company Overview The Humane Society of Harford County is a dedicated non-profit animal shelter committed to the welfare and humane treatment of animals. We strive to end pet overpopulation and promote responsible pet ownership through education, advocacy, and compassionate care. Join us in making a difference by helping animals find loving homes and supporting our community's well-being.

Job Summary Job Summary:

Responsible for supervising the day-to-day functions of the Client Services team, assisting the public with adoptions and intake, providing surrender intervention, representing the Client Services team in a professional and positive manner, and assisting the Client Services Manager departmental needs.

Job Relationships:

Reports to the Client Services Manager Supervising the Client Services Team Supervise Client Services team staff, helping wherever necessary. Ensure Client Services team follows all required department and shelter policies and processes. Coach Client Services team in their professional development. Ensure all necessary supplies are stocked each day. Work closely with other supervisors and managers to ensure decisions are made in the best interests of the animals, the shelter, and the public. Provide a professional and positive service and leadership example. Assist with more difficult situations/customers as needed. Inform the Client Services Manager if unable to deescalate the situation. Work closely with the Client Services Manager to ensure the department runs smoothly, team needs are met, customers are getting the best experience possible, and inform Client Services Manager in a timely manner if/when issues arise. Adoptions Counseling Develop a working knowledge of all animals available for adoption through hands-on interaction, review of paperwork, and/or PetPoint information. Ensure that all adoption-related literature is readily available. Assist the public with making appropriate adoption matches and review adoption questionnaires. Communicate HSHC adoption policies and processes to potential adopters. Approve adoption questionnaires when appropriate and process all associated paperwork and financial transactions. Deny adoption adoptions, when necessary, in a professional, firm, and non-judgmental manner; assist Adoptions Team regarding denials if/when necessary. Intake Counseling Provide non-judgmental and thorough shelter intervention counseling to prevent shelter surrenders whenever possible. Schedule owner-requested euthanasia and surrender appointments when shelter intervention is not possible. Assist the public with stray, owner surrender, or owner-requested euthanasia intakes and process all associated paperwork and financial transactions. Review intake paperwork with public, looking for notable medical or behavioral issues, to gain more detail. Ensure all pertinent medical, behavioral, and/or intake information is entered into the shelter database, PetPoint. Administrative and General Answer phones, return voice mails, and respond to emails sent to the shelter's adoptions email in a timely manner. Ensure that donations left in the shelter lobby are put away. Create donation receipts for all in-kind and monetary donations to capture donor information. Open/close cash register as appropriate; create deposit bags for all monies collected each day and place in the drop box. Create/submit end of day report to bookkeeper. Ensure all supplies and literature needed by the Client Services team are in inventory, to prevent shortages; alert Client Services Manager when supplies are low. Work closely with other HSHC team members to ensure animals receive top-notch care and the best chance of a positive outcome. Understand and practice safe and low stress handling skills. Submit behavior alerts to the Animal Care Manager and/or behavior staff for any animals that exhibit behavior issues while in your care or upon intake. Submit medical alerts to the veterinary team for any animals that exhibit medical issues while in your care or upon intake. Learn, know, and follow all shelter SOPs. Alert Shelter Client Services Manager to any customer service, staff, policy, or other issues in a timely manner. Other duties as assigned by the Client Services Manager. Over the age of 18. Passage of pre-employment background screening. Possess a valid driver's license and have reliable transportation. Once hired, any change in your license status must be reported to the Executive Director immediately. Fear Free Certification or willingness to become Fear Free Certified. Rabies vaccinated or willingness to become vaccinated (at HSHC's expense.) Excellent low-stress animal handling skills. Ability to work for at least eight hours, five days a week. Ability to lift and carry up to 40 pounds without help. Ability to perform repetitive functions including but not limited to bending, kneeling, lifting, carrying, pushing, pulling, and reaching. Ability to work in confined areas, heat stress and cold conditions, and high noise areas. When operating a vehicle in the course of work (either personal or company) all traffic laws, safety and DOT regulations must be always adhered to. Do not smoke or use tobacco products in company vehicles. Work safely and smartly to minimize the potential for harm to yourself, others, and HSHC property. Utilize PPE when appropriate and notify the Client Services Manager if needed PPE is not available. Keep work areas tidy. Immediately report any injuries to yourself or Client Services team staff, sustained while on the job, to the Client Services Manager, manager on duty, or Executive Director. Notify the Client Services Manager, manager on duty, or Executive Director immediately of any unsafe working conditions that you identify or that are reported to you. Join us in creating a welcoming environment where animals find loving homes and community members receive outstanding support. Your leadership can make a lasting impact!

Pay:

$18.50 - $19.00 per hour

Benefits:

Dental insurance Health insurance Paid time off Parental leave Vision insurance

Experience:

Animal Shelter customer service: 1 year (Required)

Work Location:

In person