Client Care Supervisor

Animal Care Center of NYC; New York (NY); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Paid time off

Health, dental, vision insurance

401K and pension

PSLF/loan forgiveness potential

Job summary

The Animal Care Center of NYC is seeking a mid-level manager to supervise the Client Care Department, ensuring compliance with policies and procedures for animal intake, placement and care, and delivering excellent customer service to the public. This role requires a High School Diploma or GED, at least 2 years of supervisory experience in customer service, and the ability to lift up to 50 lbs.

Proficiency in MS Word, Outlook and Excel is expected; bilinguals are a plus.

Qualifications

• High School Diploma or GED required.
• Minimum of 2 years management/supervisory experience or suitable related experience in customer service to the public.
• Ability to lift up to 50lbs.
• Excellent verbal and written communication; bilingual a plus.
• Basic working knowledge of animal shelter policies and applicable laws/regulations preferred.
• Proficient in MS Word, Outlook and Excel. Animal computer software experience preferred.
• Reliability, high level of integrity, professionalism and punctuality.

Responsibilities

• Manage all client-related aspects including greeting clients, correspondence, cash management, and maintenance and upkeep of the front office area.
• Provide daily supervision of Client Care personnel including scheduling, task assignments, performance evaluation, and follow-up.
• Interview and select staff that promote a positive, supportive culture.
• Create and facilitate comprehensive trainings for staff to perform at the highest level.
• Provide conflict resolution for staff and clients through direct and transparent communication.
• Review all customer service reports and identify potential owners for timely contact.
• Oversee administrative tasks including timecards, inventory and ordering, cash reconciliation and deposit preparation, and animal records management.
• Act as point person for routine business with the Department of Health, including report submission and inspections.
• Direct a proactive program to reunite lost pets with their families.
• Coordinate with ACC departments to ensure shelter activities are efficient; assist where needed.
• Serve as ambassador for visitors (school groups, media, officials).
• Collaborate with management on daily shelter operations.
• Other duties as assigned by the Admissions & Client Care Manager.

Skills

Communication

Bilingual (plus)

Policy knowledge

Reliability

Professionalism

Punctuality

Education

High School Diploma or GED

Tools

MS Word

Outlook

Excel

Animal software

Job description

Schedule:

Tuesday-Saturday, 10am-6:30pm. Off Sunday-Monday.

Who We Are

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC. We touch the lives of nearly 20,000 animals each year. ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact. With a 90% placement rate, our progressive, life-saving initiatives contribute to the successful placement of our animals.

We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners). We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need.

Summary

This mid-level managerial position is responsible for the overall supervision and oversight of the Client Care Department, ensuring compliance with organizational and city policies and procedures concerning animal intake, placement and care, as well as delivering excellent customer service.

Required Qualifications:

• High School Diploma or GED required.
• Minimum of 2 years management/supervisory experience or suitable related experience in the area of customer service to the public required.
• Ability to lift up to 50lbs.

ACC values work/life balance and offers a generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay. We also value physical and mental health by offering a great open access Cigna medical, dental and vision insurance at a low premium to our employees as well as 401K and Pension, Life Insurance. We also have on-the-job training for 2-4 weeks, periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.

Because ACC is a nonprofit, employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF). Created under the College Cost Reduction and Access Act of 2007, PSLF allows borrowers who work full time for nonprofits and government agencies to have their outstanding debt forgiven tax-free on Federal Direct Loans, after making 120 qualifying monthly payments under a qualifying repayment plan.

• Manage all client-related aspects including general customer service, greeting clients, correspondence, cash management, and maintenance and upkeep of the front office area.
• Provide daily supervision of all Client Care personnel including scheduling, task assignments, performance evaluation, and any necessary follow up.
• Interview and select professionally capable staff that promote a positive, supportive culture.
• Create and facilitate comprehensive trainings for staff to perform at the highest level.
• Provide conflict resolution for both staff and clients through direct and transparent communication, including clients who may be emotionally agitated and challenging to work with.
• Review all customer service reports, including, but not limited to holding reports, ensuring potential owners are identified and contacted within an appropriate timeframe.
• Oversee a variety of administrative tasks including timecards approval, inventory and ordering, cash reconciliation and deposit preparation, review and management of animal records, etc.
• Act as point person and coordinator for all routine business with the Department of Health, including report submission, routine inspection, negotiation of releases for animals on Rabies observation, and more.
• Direct a proactive program aimed at reuniting as many lost pets with their families as possible.
• Understand the roles and responsibilities of all ACC departments and help “direct traffic” and triage to ensure all aspects of shelter activity are efficient and effective; assist where needed when activities and efficiencies are challenged.
• Act as ambassador for a variety of visitors to the Care Center ranging from school groups to media outlets to government officials.
• Work cooperatively with other management staff as it relates to the daily operation of the shelter.
• Other duties as assigned by the Admissions & Client Care Manager.

Preferred Qualifications:

• Ability to communicate both verbally and in writing, in a clear, accurate and concise manner.
• Bilingual is a plus.
• Basic working knowledge of animal shelter policies and applicable laws/regulations preferred.
• Proficient in MS Word, Outlook and Excel. Animal computer software experience preferred.
• Reliability, high level of integrity, professionalism and punctuality.

At ACC it's all hands-on deck. We work together as a team, which means you may be asked to help with tasks that involve working outside in all sorts of weather. As a busy animal shelter in one of the biggest cities in the world it can get noisy inside. Employees should have the ability to remain calm yet professional in stressful situations involving animals and/or members of the public. ACC houses hundreds of animals in its facilities at any given time and with that comes fur, odors and other airborne particles in abundance.

ACC offers many low-cost services to pets and people in need. This includes compassionate end-of-life services for people who cannot afford to go to a private veterinary office but still want to provide a professional and peaceful transition for their beloved pet.

Reports To: Assistant Manager, Admissions and Client Care

Overtime: This is a non- union position and is eligible for overtime.