Client Care Supervisor

Job Details:

Job Location:

Oakland Adoption Center - Oakland, CA 94621, Position Type:
Full Time, Salary Range: $67,000.00 - $71,000.00 Salary, Job Category:
Customer Service, The Client Care Supervisor is an exciting opportunity to serve as a guiding force behind East Bay SPCA’s incredible team of client care staff while making a true difference in the lives of countless animals and their people at our Oakland Shelter. This role assists the Oakland Shelter Manager with the overall supervision of the team, ensuring excellent client care and oversees the daily operations of the public reception area.

The Client Care Supervisor works with Client Care Associates (CCAs), volunteers, and Oakland shelter staff, providing guidance and coaching to deliver professional and courteous client care, appropriate and efficient animal care, and maintain a clean and orderly work area. The Client Care Supervisor shares responsibility for the recruitment, scheduling, training, development, and coaching of Oakland shelter staff. This position is a key leadership role and is empowered to continuously improve the shelter experience for both our clients and the animals in our care.

The East Bay SPCA (EBSPCA) is a 501(c)3 non-profit committed to the welfare of dogs and cats in Alameda and Contra Costa Counties. We strive to eliminate animal cruelty, neglect, and overpopulation by providing programs and education that support people and companion animals. The EBSPCA is one of the nation’s oldest humane organizations, in operation since 1874, and receives no funding from any national organizations.

You can find more information about EBSPCA on our website tbayspca.org.g.

Category:
Full-time;
Exempt

Location:

Primarily located at our Oakland shelter, with availability to work at Dublin campus as needed.

Reports to:

Oakland Shelter Manager

• 100% employer paid medical, dental, and life insurance, 15 days starting PTO, 10 paid holidays, 401(k) with 3% employer contribution, discounted veterinary care benefits, AD&D, STD, and LTD.

Qualifications:

Responsibilities

• Deliver excellent client service, always, including while facilitating and processing adoptions, returns, surrenders, stray intake and redemption, and during other customer interactions
• Field and triage phone calls and emails; schedule appointments; assist customers; process adoptions, surrenders, returns, and other animal intakes and outcomes; receive and process donations
• Acknowledge and greet all clients, and potential clients, in a professional, courteous, and timely manner
• Responsible for the timely opening and closing of the reception areas and ensure that the adoption area and front desk is clean, orderly, and stocked with the necessary supplies at all times
• Ensure daily that any cash, credit card receipts, or other monetary transactions, match the amount on the end-of-day reports and submit to Finance
• Perform animal care duties as needed

• Identify areas of opportunity for customer service improvements. Develop and maintain service procedures, policies, and standards and deliver employee training to address these areas
• Serve as the first escalation receiver/responder for client situations
• Model high standards of interpersonal communication with clients, staff, and volunteers
• Serve as liaison with Marketing department about promotions, events, client reviews, and other items as requested
• Work with the Volunteer Services Manager and the Shelter Manager to develop creative strategies to make client care volunteering a rewarding experience
• Participate in and support special events and fundraisers as needed, including supporting a culture of philanthropy within Client Care team
• Collaborate with behavior and veterinary staff to…