Client Care Supervisor - Animal Adoptions

Client Care Supervisor

Bideawee was founded upon the principle that every homeless animal should have a place where they are welcome, and that sense of compassion, dedication, and justice remain at the core of who we are and what we do. We believe that a company is only as great as those who embody its mission, and we are committed to the growth, success, and well-being of our staff and community.

Join an organization that has been making the world a better place for pets and the people who love them since 1903!

Full time employees of Bideawee enjoy benefits such as:

• Medical/Dental/Vision plans, including free options
• Generous amounts of Paid Time Off
• 403(b) with matching employer contributions
• Discount services and pet food
• Health Reimbursement Account

In conjunction with the Adoption Center Manager and other adoption center management, the Client Care Supervisor is responsible for ensuring that high quality client care services are offered to customers, including but not limited to visitors, adopters, animals, veterinary clients, volunteers and Bideawee staff. The Client Care Supervisor ensures that Bideawee's Customer Service Standards, policies & procedures are being met by all adoption center staff.

The Client Care Supervisor always maintains a happy and professional demeanor. This person is not only a supervisor, but someone who provides services at the front lines in the Adoption Center acting as a role model to all Adoption staff. This is a full-time position with a salary of $23/hr.

• Ensures that Adoption employees adhere to Customer Service Standards and Bideawee policies & procedures
• Ensures that every Adoption employee who comes into direct contact with visitors plays their role as educators and is well informed and well versed about all of Bideawee's services
• Oversees and ensures that the highest quality client services are offered to all visitors, callers, and email inquiries (internal and external)
• Handles Customer complaints professionally and finds diplomatic resolutions
• Participates in strategic planning with Adoption Manager and other managers to enhance customer service standards
• Communicates new policies and keeps staff and volunteers updated regularly on customer service standards and information through written and verbal means
• Trains new Adoption staff members at the front desk
• Always maintains and exhibits a compassionate attitude towards all people and animals
• Communicates to the public the beliefs of Bideawee regarding responsible human-animal relationships, including the emotional and physical needs of animals and compassionate training strategies
• Acts as a role model and ensures that all Adoption employees answer the phone in a courteous, prompt manner and provides customer assistance on a range of issues from animal admissions, adoptions, questions about Bideawee services, behavior & training questions, etc.
• Ensure that voicemail is checked and responded to in a timely manner according to Bideawee's Customer Service Standards. The Queue should also be checked periodically to ensure the phones have not shut off and calls are not lost.
• Make follow-up calls and emails to adopters after adoption to see how things are going, as well as directing other staff and volunteers to do so as needed when helping at the front desk.
• Ensures that surrender and post-adoption appointments are being made properly, in conjunction with the Adoption and the Animal Care Manager.
• Keeps a positive, cheerful working environment

• Ensures the adoption process is a positive and mutually beneficial experience by doing up to and including:
• Keeping prospective adopters informed of expected waiting time if there…