Top 1 Shelter coordinator Jobs in Madison Wi

Customer Service Manager
Dane County —Madison, WI
- Full-time
- 5 years
- Mid-level
- Supervising experience

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Customer Service Manager
Dane County —Madison, WI
Provide oversight for shelter adoption and redemption (return to owner) programs to ensure. Prepare and measure goals for programs; demonstrate their impact on…

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Customer Service Manager

Dane County -
Madison, WI

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Job Details

Full-time

Qualifications

Strategic goal setting
Supervising experience
Computer skills
Public relations

Full Job Description

Job Title: Customer Service Manager

Reports to: Assistant Executive Director

Supervises: Adoption Supervisor, Volunteer Department, Receptionists

Hours: Fulltime

Pay Rate: Competitive salary with benefits packages available.

Scope of Position: Responsible for oversight of entire Adoptions and Reception Departments, providing
quality, friendly and timely customer service and education to clients needing assistance with animal

related issues. Oversee Volunteer Department staff and volunteer orientation, onboarding, training and

support protocols and programs. Ensure all program goals and objectives are focused on successful

fulfillment within the scope of the current strategic plan. This is a full-time salaried position.

Duties and Responsibilities:

Adoptions / Reception / Customer Service 50%

Provide oversight for shelter adoption and redemption (return to owner) programs to ensure

smooth operations

Provide oversight for shelter receptionists and lost/found volunteers to ensure smooth

operations

Establish, enforce, and evaluate adoption procedures and policies

Establish guidelines and a system for responding to customer service concerns

Manage Call Center (Reception) operations / Maintain phone system’s programming

Compose, monitor and maintain all outgoing written communications, including adoption

contracts, waivers and packets to ensure accuracy and professionalism

Establish guidelines and a system for recovering adoption, service, redemption and

merchandise fees

Create and maintain training materials and programs for staff and volunteers

Other duties as assigned

Volunteers 30%

Utilize volunteer to minimize costs and maximize program activity, maintain a current bank of

volunteers

Establish guidelines and a system for maintaining organized and efficient work structure and

a positive climate for staff and volunteers

Assist other department heads with volunteer scheduling and training systems

Develop and oversee departmental volunteer retention plans, which includes continuing

education and development as well as recognition

Work with directors and supervisors to create new and innovative roles for volunteers,

including in leadership roles

Personnel 10%

Review, interpret and evaluate DCHS policies and procedures

Hire, train, evaluate and dismiss staff and volunteers.

Oversee the orientation and onboarding process for new staff and volunteers

Oversee training of new personnel, updating training files as needed. Ensure staff are trained

properly and in a timely manner.

Oversee coordination of volunteer needs and address volunteer concerns with Volunteer

Coordinator

Run weekly department meetings with staff to help facilitate direct and efficient

communication with both staff and volunteers Guide and support staff and volunteers in
continuing education and professional development

Administrative 10%

Prepare and measure goals for programs; demonstrate their impact on the currents strategic

plan

Prepare and maintain budget and other appropriate programs and projects records; monitor

and ensure compliance for each program/project

Exhibit the values and philosophy of the Dane County Humane Society

Communicate concerns/changes with direct supervisor, other department heads, and

Executive Director as needed

Acts as a liaison to other departments for effective and efficient communication

Remain current on animal-related issues including behavior and training

Qualifications/Requirements:

1. College degree required with a minimum of five years of professional experience, three years
supervisory or management professional experience and 1 year animal care, handling or
behavior experience.

2. Excellent organizational skills.
3. Must have excellent written and oral communication skills and computer skills
4. Excellent customer service and public relations skills
5. Ability to think critically and strategically in order to carry out mission, goals and objectives of the

programs of the organization
6. Ability to be self-directed and creative.
7. Proven ability to relate to a diverse population.
8. Animal experience preferred.
9. Acquire and possess thorough understanding and dedication to the philosophies of animal

welfare.

To Apply:

If you are interested in being considered for this position, please submit a resume to Doug Brown,

Assistant Executive Director, [email protected]. While position will remain open until filled,

please apply by June 15th for best consideration.

Dane County Humane Society is an Equal Opportunity Employer. At Dane County Humane Society, we

know our work of helping people help animals directly benefits from having a diverse and inclusive

workforce. DCHS is proud to be an equal opportunity employer that strives to represent the community

it serves by employing people with a variety of backgrounds, perspectives and skills. Diversity and

inclusion are celebrated and embraced at Dane County Humane Society. We will not discriminate

against or give preference to any person because of race, color, religion, age, sex, national origin,

handicap or disability, ancestry, sexual orientation, marital status, arrest or conviction record, genetic

information, veteran status or other class protected by applicable law. DCHS puts people first and we

are happy to work with employees and applicants to remove barriers and put any necessary

accommodations into practice.

Apply Now

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