Customer Service Manager

Mid Michigan Humane Society - Westland, MI

Full-time - Mid Level

Westland, MI

About the position

The Customer Service Manager at Michigan Humane is responsible for overseeing the daily operations of both the veterinary and adoption centers, ensuring high-quality animal care and excellent customer service. This role involves managing staff performance, promoting a positive work environment, and ensuring compliance with policies and regulations. The manager will also engage with the community and represent the organization at events, all while supporting the mission of improving and saving lives through compassionate care.

Responsibilities

• Humanely treat and care for all animals entrusted to Michigan Humane (MH).
• Supervise the operation of the facility in the absence of the Director of Facility Operations.
• Manage performance management and development processes, informing decisions such as salary changes, promotions, discipline, future assignments, etc.; supervise and provide direction to Assistant Managers and medicine staff.
• Ensure the staff adheres to MHS policies, protocols and procedures; and complies with all local, state and federal laws.
• Maintain payroll records as required.
• Provide a positive work environment that supports morale and staff retention.
• Work with staff to promote a customer-centered and fear-free environment.
• Meet with individual staff members, coach those who are experiencing work-related problems; pursuing satisfactory resolution as needed.
• Promote Michigan Humane programs and general goodwill among clients and staff; attend special fundraising and adoption events when requested.
• Hire, supervise, and provide direction to staff.
• Oversee training to ensure high-quality staff-client interactions.
• Maintain the weekly staff schedules.
• Assign the daily work of the staff.
• Supervise the use of the software system to ensure that client/animal records are entered accurately and properly retained.
• Supervise staff on proper cleaning protocols, MH husbandry standards, section checks and animal care.
• Ensure compliance with all MH policies and procedures.
• Select and prepare animals for various offsite transfers and events.
• Assist with animal health and behavioral concerns; consult with the veterinarian and/or behavior department on adoptability, as needed.
• Maintain daily monies and provide daily cash reports to accounting, including client refunds.
• Audit receipts in the operating system for accuracy.
• Complete weekly/monthly adopter support surveys.
• Monitor animal, adoption and supply statistics with the Director.
• Perform quarterly inventory and reporting on medical stocks.
• Work closely with animal control officers on animal intakes.
• Supervise animal reclaims.
• Respond to veterinary client and shelter client complaints while promoting a customer-centered environment.
• Ensure humane euthanasia protocols are followed.
• Attend MH euthanasia training and assist the Director of Operations with euthanasia drug management.

Requirements

• High school diploma or GED.
• Some college coursework in accounting, business, management, or veterinary science.
• Minimum of 3-5 years of related experience, including prior supervisory experience.
• Strong customer service and leadership skills with the ability to successfully recruit, supervise, coach, and mentor staff.
• Effective conflict resolution skills.
• Good supervisory and customer service skills and the ability to work independently and as a team.
• Proficiency in Microsoft Office, including MS Word, Excel, and Outlook.

Nice-to-haves

• Bachelor's degree in a relevant field.
• Experience in veterinary medicine or animal care.

Benefits

• Wellness program
• Paid parental leave
• Paid holidays
• Health insurance
• Dental insurance
• Paid time off
• Uniform allowance
• Vision insurance
• 403(b)
• Loan forgiveness
• Flexible schedule