Riverdale Animal Shelter - Customer Care Supervisor

Adams County Colorado; Brighton (CO); On-site; USD 42,000 - 64,000; Full time

Job summary

Riverdale Animal Shelter seeks a Customer Care Supervisor to oversee daily customer care operations, including adoptions, intakes, records, and referrals. The role involves supporting staff, implementing policies, and ensuring compassionate service to both people and animals in a fast-paced shelter environment.

The ideal candidate has at least one year of supervisory experience, strong customer service skills, and a background in animal welfare.

Qualifications

• Minimum 1 year in a supervisory/management role with direct staff supervision.
• At least 1 year of front-facing client or customer service experience.
• At least 1 year of professional/volunteer experience in animal welfare or humane organization.
• Open admissions shelter/impound experience strongly preferred.
• Proficiency with animal shelter databases/software strongly preferred.
• Bilingual in Spanish and English a plus.

Responsibilities

• Perform customer care services including adoptions, admissions, licensing, retail, phone, and email inquiries daily.
• Assist Customer Care Manager with policies and procedures reflecting best practices.
• Provide direct supervision and support for Customer Care staff.
• Assist with scheduling, hiring, training, coaching, and disciplinary actions.
• Maintain and verify accuracy of animal and patron records.

Skills

Supervisory experience

Customer service

Team leadership

Education

High School diploma or GED

Bachelor's degree (related field)

Tools

Animal shelter software

Job description

The Customer Care Supervisor reports to and supports the Customer Manager to ensure competent, dignified care for both human and animal clients served at the Riverdale Animal Shelter. This is a working supervisor position responsible for the direct oversight of Customer Care staff, as well as the effective facilitation of shelter services to include adoptions, reclaims, intakes, animal records, referrals, financial transactions, and customer support for animal protection officers. The ideal candidate for this position is a positive minded, team player with demonstrated leadership abilities and a strong desire to support and serve both people and animals in a fast-paced shelter environment.

• Perform all customer care-related services to include animal adoptions, admissions, pet licensing, retail, phone, and email inquiries on a daily basis.
• Assist the Customer Care Manager with updating and implementing policies and procedures that reflect best practices in animal welfare and help advance the shelter’s mission.
• Provide direct supervision and support for Customer Care staff.
• Assist with scheduling, hiring, training, coaching, and disciplinary action as required.
• Perform data entry and ensure accuracy of animal and patron records
• Answer phone and email inquiries and respond in timely manner
• Respond proactively to customer grievances and actively seek positive resolutions
• Maintain customer care-related documents, files, and supply inventories
• Assist with training and supervision of staff and volunteers helping with customer care operations
• Oversee reconciliation of daily monetary receipt balances at the end of each shift.
• Represent the shelter in a professional and courteous manner at all times.
• Operate within all local, county, and state guidelines and regulations.
• Represent Riverdale Animal Shelter in a professional and courteous manner at all times.
• Perform other relatedduties and responsibilitiesas required.

SUPERVISORY RESPONSIBILITIES:

• Exercises direct supervision over staff

Education and Training:

• High School Diploma or G.E.D.
• Bachelor’s degree in a related field is a plus.

Experience:

• A minimum of one (1) year of professional experience in a supervisory or management role exercising direct supervision of paid staff strongly preferred
• A minimum of one (1) year providing front-facing client or customer service required
• A minimum of one (1) years of professional or volunteer experience in animal welfare organization, veterinary clinic, or similar type of humane organization required
• At least one (1) year of experience in an open admissions animal shelter providing impound services for animal protection strongly preferred
• Proficiency with animal shelter data base/software systems strongly preferred
• Bilingual in both Spanish and English a plus

License or Certificate:

• Fear-free animal handling certified or the ability to become certified within 90 days of hire

Background Check:

• Must pass a criminal background check.

Work Environment

• Work is performed throughout shelter and internal office settings
• Exposure to high noise levels, zoonotic diseases, potentially fearful/fractious animals, and/or animal bites/scratches
• Exposure to cleaning agents
• Work can be emotionally taxing.

Physical Requirements

• Occasional lifting and carrying of up to 40 pounds.
• Frequent computer use.
• Potential for standing, walking, sitting for extended periods of time.
• Bending, reaching, squatting, kneeling, pulling, pushing, and cleaning.
• Regular animal handling and restraint; regularhandling of microchip scanners, syringes, and needles.