CLIENT RELATIONS LEAD at OPERATION KINDNESS HUMANE SOCIETY

Carrollton, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

21.5

Posted On

19 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervision, Customer Service, Animal Care, Staff Training, Conflict Resolution, Problem Solving, Microsoft Office, Animal Behavior Knowledge, Project Coordination, Public Relations, Data Collection, Record Keeping

Industry

Non-profit Organization Management

Description

Operation Kindness Humane Society is seeking Client Services Lead to join our team! Operation Kindness is a pioneer in Texas for assisting animals in need of veterinary care, companionship and most of all, a home. We offer a competitive salary with an excellent benefit package including medical, dental, and vision insurance, 403b plan, generous PTO, paid holidays and more! Details about the role: REPORTING RELATIONSHIP: Reports to the Client Relations Manager POSITION OVERVIEW: The Client Relations Lead supervises the day-to-day functions of the Client Services department and supervises the Client Services Representatives in the absence of the Client Relations Manager. This includes greeting clients promptly in a positive and professional manner, determining a client’s needs and personally performing that service or locating a staff member or volunteer who can assist the client. They have the required knowledge, training, and experience to make prompt and accurate decisions within the Client Services Department. The Client Relations Lead embraces and promotes the adopter’s welcome adoption process. Client Services Representatives report directly to the Client Relations Lead. The Client Relations Leads also assists with other Community Outreach programs as needed – including the Retail Adoptions Program and Off-Site events. Client Relations Leads oversee the Client Services Representatives and Volunteers in the above areas. POSITION RESPONSIBILITIES: Client Services • Leads the daily operation of Client Services in accordance with policies and procedures. • Supervises, trains, coaches and monitors and ensures staff and volunteers are following departmental and organization policies, procedures, and regulatory requirements. • In collaboration with the Client Relations Manager hires and evaluates the performance (including time and attendance) of Client Relations staff. • Supervises and provides guidance to Volunteer Adoption Counselors and other “front desk” volunteers. • Responds to public inquiries and promotes awareness to the public regarding client services programs and services, promotes community involvement in various Operation Kindness programs and projects. • Shows and handles dogs and cats of all ages and sizes, able to take dogs and cats of all sizes from cages and runs to designated area for purpose of introducing to potential adopters. • Knows and can communicate animal behavior and body language to adopters and provides resources for more challenging animals being adopted. • Answers, screens, and directs incoming calls; documents and distributes phone and email messages. • Greets, screens, and directs visitors to appropriate staff members and/or departments, and assists in resolving complaints. • Ensures front desk, lobby, and adoption office, are dusted, swept, mopped, and organized, thoroughly cleans restrooms, empties trash cans in restrooms, lobby and adoption office. • Works with the Client Relations Manager to prepare on-going staff education and trainings for the Client Services Representative. • Plans and organizes monthly internal events to highlight specific adoptable pet populations. • Ensures the adoptable animal pathway is kept up to date and each pet is moving through the pathway as needed. • Ensures clients are moving through the adoption process effectively and efficiently. • Assists the Client Relations Manager with record keeping, data collection, and planning regarding the Client Relations Department. Adoption/Contract Process • Ensure all behavior and medical records and pertinent pet information are communicated accurately to the adopter upon adoption. • Ensures adoption contracts from on-site, retail, EAC and off-site adoptions are processed and entered accurately into Pet Point. General Responsibilities • Reports suspicion of animal abuse or neglect to any Manager or above immediately. • Reports any unsafe working conditions to any Manager or above immediately. • Maintains client, donor, volunteer, and staff confidentiality at all times. • Follows SOPs and other safety regulations at all times. • Completes all necessary and requested training in a timely manner in accordance with shelter policy. • Attends staff meetings. • Participates in shelter events as requested by Supervisor. • Performs other duties as requested or assigned. POSITION REQUIREMENTS: Experience and Education Requirements • High school diploma or equivalent. • Proven ability to speak, read and write English fluently. • Minimum 1-year Animal Care Experience or comparable experience. • Minimum1-year Customer Service Experience or comparable experience. • Minimum 6 months Adoption Counselor Experience or comparable experience. • Basic computer knowledge (Internet, Microsoft Office) strongly preferred. • Previous supervisory experience is preferred, but not required. Personal Requirements: • Proven record of success in customer service role, or proven record of success at Operation Kindness. • Proven ability to lead the client relations team in building and maintaining professional relationships with all types of people to include internal and external partners, customers, volunteers, co-workers, managers, and directors. • Ability to multi-task in a stressful environment, demonstrate a genuine liking for animals and advocate for the 5 Freedoms and Adopters Welcome. • Proven competencies required for success: Problem Solving, Understanding Others, Customer Focus, Decision Quality, Composure, Work/Life Balance. • Proven ability to successfully handle challenging and complex situations. • Proven ability to coordinate and supervise projects/processes. • Proven record of reliability of meeting attendance and performance expectations. • Feels and expresses a genuine liking for animals and for working in an animal care environment. • Supports Operation Kindness’s mission and understands how it is organized and functions as a non-profit organization. • Is able to work equally well with paid staff members, clients and volunteers. • Is able to relate well to persons with varied backgrounds and beliefs. • Has a positive attitude; is open to new ideas. • Physical Effort: Position requires lifting and carrying animals and shelter materials weighting up to 40 lbs.; when animals or materials weigh over 40 lbs., another staff member will assist in the lifting and carrying. Position also requires sitting or standing for extended periods of time and speaking over the telephone. • Working Conditions: May be exposed to unpleasant odors, noises, and animal feces. May be exposed to bites, scratches, and animal diseases Compensation: • Position is regular, full-time and hourly, non-exempt. • Compensation varies.

Responsibilities

Supervise the daily operations of the Client Services department and lead the Client Services Representatives and volunteers. Manage the adoption process, handle public inquiries, and ensure the facility's front-end areas are maintained.