Customer Care Supervisor, Salem

Customer Care Supervisor

Salem Campus - Salem, OR 97317

Salary Range $27.88 - $29.59 Hourly Position Type Full Time

About Oregon Humane

Founded in 1868, Oregon Humane is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, Oregon Humane is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs.

Visit oregonhumane.org to learn more about how we're creating an ecosystem where all of us – animals and humans – feel safe, valued and part of something bigger.

The Team

Customer Care is responsible for education and matchmaking between our clients and the animals in our care. They will inform clients on topics ranging from pet ownership, training techniques, acclimation of pet into the home, and known behavioral/medical needs of the animals. Customer Care focuses on the transition of the animal from the shelter to the adopters home as well as supporting resources throughout the pets life.

The Position

The Customer Care Supervisor assists in the implementation of organizational and departmental policies, procedures and protocols to ensure the highest possible quality of animal and client interactions.

The Customer Care Supervisor facilitates collaborative and helpful interactions between the staff, volunteers and the public, assists in the selection, hiring and management of assigned staff members and promotes a safe, collaborative and team centered working environment. Additionally, the Customer Care Supervisor coaches staff in showings and adoptions of animals, processes animal adoptions in software database systems, ensures that all transactions are documented and appropriate paperwork is completed, and assists the public with animals for adoption by providing educational guidance.

Eligible Benefits

We are committed to creating a better future for pets, and we work hard to achieve our goals while offering a rewarding workplace including competitive benefit packages to our employees.

• Medical/Dental/Vision
• Paid Time Off + Sick Time + Holidays
• 401(k) with employer match
• Professional Development Opportunities
• One free Oregon Humane adoption / year
• Perks & Discounts

PERSONAL LEADERSHIP

• Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
• Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
• Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

TEAM LEADER SHIP & MANAGEMENT

• Manage, support, and provide coaching feedback to team members, and create and sustain a work environment of mutual respect where team members strive to achieve excellence within their own team and embrace their role and responsibilities in advancing shared goals and priorities.
• Manage day-to-day implementation and support for key activities including coordination with other teams implementing complementary activities.
• Role model inclusive leadership, creating an environment where diverse viewpoints are welcomed and actively engaged

LEARNING

• Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
• Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
• Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

• Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
• Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside Oregon Humane at all levels.
• Leverage our best practices externally and grow Oregon Humane' reputation as a leader in the animal welfare space.

• In support of the Customer Care and Admissions Manager, provide oversight to the following areas: showings, adoptions and front desk.
• Assist in hiring, training, and managing Customer Care employees.
• Promote team development and assist in resolving and mitigating conflicts. Lead and participate in teambuilding activities.
• Provide motivation, recognition, and encouragement to all Customer Care staff. Assist with special projects and mentor staff for professional growth and…