Client Services Team Lead Job Summary
The Niagara SPCA is seeking an organized, compassionate, and customer-focused Client Services Team Lead to oversee the daily operations of our client services department. This position is responsible for leading front desk staff, ensuring exceptional customer service, maintaining efficient administrative operations, and serving as the primary point of contact for visitors, adopters, volunteers, and the public.
The ideal candidate is an experienced leader who thrives in a fast-paced environment, demonstrates exceptional attention to detail, maintains strict confidentiality, and is passionate about animal welfare.
Responsibilities
- Lead, train, mentor, and support Client Services staff while fostering a positive, team-oriented work environment.
- Assist with scheduling, onboarding, coaching, and performance management of Client Services staff.
-Oversee the daily operation of the Client Services department and ensure exceptional customer service is consistently provided.
- Greet visitors and assist the public with questions regarding shelter services, animal welfare, shelter policies, and available resources.
- Assist prospective adopters by answering questions, facilitating introductions to adoptable animals, and completing adoption paperwork.
- Process animal intakes and owner surrenders with professionalism, empathy, and attention to detail.
- Process payments for adoptions, microchips, pet identification tags, licensing, return-to-owner fees, and other shelter services.
- Handle escalated customer concerns professionally and effectively.
- Answer and direct incoming phone calls and ensure inquiries are routed appropriately.
- Coordinate lost and found pet services and owner reunifications.
- Dispatch animal control calls in accordance with established procedures.
- Order, receive, and maintain inventory of office and front desk supplies.
- Ensure the reception area and lobby remain clean, organized, and welcoming.
- Work collaboratively with animal care, veterinary, investigative, volunteer, and administrative staff to ensure efficient shelter operations.
- Maintain strict confidentiality regarding investigations, animal cruelty cases, client information, and other sensitive matters.
- Assist with administrative projects and perform other duties as assigned.
Qualifications
- Previous supervisory experience is required.
- Previous experience in customer service, reception, veterinary medicine, animal welfare, or a related field is strongly preferred.
- Exceptional customer service, communication, and conflict-resolution skills.
- Ability to multitask and remain organized in a fast-paced, high-volume environment.
- Strong attention to detail and the ability to accurately process records, payments, and legal documentation.
- Ability to communicate with empathy and professionalism during emotionally difficult situations involving surrendered, injured, or deceased animals.
- Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
- Proficiency with Microsoft Office, email, databases, and multi-line phone systems.
- Ability to learn shelter management software.
- Experience handling cash and processing transactions accurately.
- Bilingual or multilingual candidates are encouraged to apply.
- Reliable attendance, flexibility, and a collaborative leadership style.
The Client Services Team Lead plays a critical leadership role in ensuring exceptional service for our clients while supporting the Niagara SPCA's mission of protecting and improving the lives of animals through compassionate, professional, and efficient service.
Pay: $19.50 - $21.50 per hour
Benefits:
Work Location: In person
