The Customer Care Supervisor is an exciting opportunity to serve as a guiding force behind East Bay SPCA’s incredible team of customer care staff while making a true difference in the lives of countless animals and their people at our Oakland Shelter. This role assists the Shelter Manager with the overall supervision of the team ensuring excellent client care and oversees the daily operations of the public reception area. The Customer Care Supervisor works with Customer Care Associates (CCAs), volunteers, and animal care staff, providing guidance and coaching to deliver professional and courteous customer care, appropriate and efficient animal care, and maintain a clean and orderly work area. The Customer Care Supervisor shares responsibility for the recruitment, scheduling, training, development, and coaching of staff. This position is a key leadership role and is empowered to continuously improve the shelter experience for both our clients and the animals in our care.

Established in 1874, East Bay Society for the Prevention of Cruelty to Animals (East Bay SPCA) is proud to celebrate its 150th anniversary as one of the nation's oldest shelters and a leading innovator in the Bay Area region. East Bay SPCA is More Than a Shelter, transforming the lives of cats and dogs by enriching the human-animal bond through accessible and respected expertise. Serving Alameda and Contra Costa counties and beyond, East Bay SPCA is a local 501(c)(3) non-profit organization, operating independently of any national affiliation. Learn more at eastbayspca.org.

Category: Full-time; Exempt

Location: Primarily located at our Oakland shelter, with availability to work at Dublin campus as needed.

Reports to: Shelter Manager

Benefits: 100% employer paid medical, dental, and life insurance, 15 days starting PTO, 10 paid holidays, 401(k) with 3% employer contribution, discounted veterinary care benefits, AD&D, STD, and LTD.

Essential Duties and Responsibilities

Customer Care Duties

• Deliver excellent customer service, always, including while facilitating and processing adoptions, returns, surrenders, stray intake and redemption, and during other customer interactions
• Field and triage phone calls and emails; schedule appointments; assist customers; process adoptions, surrenders, returns, and other animal intakes and outcomes; receive and process donations
• Acknowledge and greet all customers, and potential customers, in a professional, courteous, and timely manner
• Responsible for the timely opening and closing of the reception areas and ensure that the adoption area and front desk is clean, orderly, and stocked with the necessary supplies at all times
• Ensure daily that any cash, credit card receipts, or other monetary transactions, match the amount on the end-of-day reports and submit to Finance
• Perform animal care duties as needed

Program Management

• Identify areas of opportunity for customer service improvements. Develop and maintain service procedures, policies, and standards and deliver employee training to address these areas
• Serve as the first escalation receiver/responder for customer situation
• Model high standards of interpersonal communication with customers, staff, and volunteers
• Serve as liaison with Marketing department about promotions, events, customer reviews, and other items as requested
• Work with the Volunteer Services Manager and the Shelter Manager to develop creative strategies to make customer care volunteering a rewarding experience
• Participate in and support special events and fundraisers as needed, including supporting a culture of philanthropy within Customer Care team
• Collaborate with behavior and veterinary staff to ensure proper behavioral and medical information for shelter animals is shared with clients in an appropriate and timely manner
• Act as a liaison with staff at East Bay SPCA’s municipal partners

Staff Management

• Supervises Customer Care Associates. Responsible for coaching by providing regular ongoing feedback as well as conducting 90-day and annual staff reviews; assists with hiring, onboarding, discipline, and termination when needed
• Foster teamwork, creativity, and innovation to meet East Bay SPCA’s goals
• Create and monitor staff work schedules including daily management of staff work assignments and being accountable for staff decisions and actions
• Communicate pertinent information to all staff in a timely and effective manner
• Meet regularly with managers and line staff to ensure that goals for animal and customer care are being met
• Ensure adherence by customer care staff to East Bay SPCA policies and procedures
• Participate and contribute constructively in staff meetings

Administrative

• Complete administrative tasks such as email, phone messages, filing, and reports in a timely, accurate and appropriate manner
• Track and generate daily reports of customer adoption times; generate monthly or weekly customer response times as requested
• Maintain the shelter facility and report necessary repairs and improvements to the Shelter Manager, Facilities Manager, and Vice President of Operations
• Promotes Safety Culture: Ensures that the team adheres to safety and cleaning protocols, fosters a safety-conscious environment, and promptly addresses any safety concerns
• Report and document accidents in a timely manner, ensure that incident reports, animal bite reports, and worker compensation claims are filed properly in accordance with established procedures and policies
• Shares in opening and closing responsibilities at Oakland shelter facility on a regular, and as needed, basis, including acting as the on-duty leadership member on assigned holidays
• May be required to perform all above duties at the Dublin shelter facility on an as needed basis

Qualifications

• Minimum two years of experience in a customer service role. Experience working in an animal shelter or veterinary clinic strong preferred
• Excellent team leadership abilities, interpersonal skills, and engaging coaching style; typically demonstrated by at least one year in a lead or supervisory role
• Multilingual fluency preferred
• Treats all animals humanely, with compassion and concern, both on and off the job, and models these values for others
• Proven organizational skills and demonstration of excellent written and verbal communication while working with diverse communities
• Ability to problem solve, think critically, multi-task and succeed in a fast-paced, emotionally charged, environment with a positive attitude
• Confident and competent animal handler with dogs and cats of all sizes, conditions, and temperaments. Must be able to leash, walk, and maintain control over large and extra-large dogs, which can include dogs 90 pounds and over
• Proficient in Microsoft Office applications; familiarity with Shelter Buddy shelter software program is an advantage
• Pre-employment background check and drug screening required; we do not screen for cannabis use
• Reliable transportation, a valid CA driver’s license and proof of insurability required. Travel with both personal and company vehicles is required

Working Conditions

• Work is primarily performed in an animal shelter environment with exposure to detergents, cleaning products, wet and humid environments, and seasonal outdoor conditions
• Weekend work required; must be available to work evenings and holidays as needed
• Animal contacts and related injuries, including bites and scratches may occur. Will occasionally handle sick, injured, and deceased animals
• Noise exposure varies and often includes uncontrolled barking and other animal vocalizations
• Animal waste contact, smells, and visual exposure are prevalent
• Must be able to lift, push, and/or pull 50 pounds on a frequent basis and occasionally lift up to 75 pounds with assistance
• Frequent standing, walking, typing, bending, twisting, crouching, kneeling, and stooping
• May transfer animals between all East Bay SPCA campuses and offsite locations (fleet vehicles provided or mileage reimbursement if using personal vehicle)

Job Type: Full-time

Pay: $66,500.00 - $67,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Oakland, CA 94621 (Required)

Work Location: In person