Full-Time Director of Customer Service

Posted 2/28/2025

Job Title: Director of Customer Service

Reports to: Assistant Executive Director

Supervises: Adoptions, Reception, Volunteer and Thrift Departments

Hours: Full Time / Salaried-Exempt:

Pay Rate: Based on Experience

Scope of Position: Responsible for oversight of Adoptions and Reception Departments, providing
supervision and guidance to staff and volunteers to ensure the provision of quality, friendly and timely

customer service and education to clients needing assistance with animal related issues. Oversee

Volunteer Department staff to ensure timely volunteer orientation, onboarding, training and support

protocols and programs. Oversee Thrift Store operations to ensure efficient store operations that

maximize store profits for the purpose of supporting the work of the organization. Ensure all program

goals and objectives are focused on successful fulfillment within the scope of the current strategic plan.

This is a full-time salaried position.

Duties and Responsibilities:

Adoptions / Reception / Customer Service 50%

• Provide oversight for shelter adoption and reception programs and staff to ensure smooth

• Establish, enforce and evaluate adoption and reception procedures and policies to ensure the

• Establish guidelines and a system for responding to customer service concerns

• Maintain phone system’s programming

• Establish guidelines and a system for recovering adoption, intake, service, redemption and

• Oversee training materials and programs for staff

• Organize and coordinate marketing and special events for adoption and reception programs
  

Volunteer 40%

Posted 2/28/2025

• Oversee the use of volunteers to minimize organizational costs and maximize program activity

• Oversee the maintenance of a volunteer database system for scheduling and tracking volunteer

• Oversee efforts to develop and enhance positive staff and volunteer relationships organization-

• Develop and oversee volunteers’ continuing education requirements and training materials

• Develop and oversee volunteer retention and recognition programs

• Oversee the process for volunteer discipline and dismissal and manage the process for

• Assist other department heads with volunteer recruitment, scheduling and training systems

• Work with directors and supervisors to create new and innovative roles for volunteers
  

Thrift 10%

• Provide oversight for thrift store programs and staff to ensure smooth operations

• Provide oversight for Thrift Store marketing and advertising decisions

• Oversee strategic plan for the future of thrift store operations, including decisions about store

• Provide oversight for decisions related to maximizing store profits

• Review, interpret and evaluate DCHS policies and procedures

• Hire, evaluate and dismiss staff

• Oversee the timely orientation, onboarding and training process for new staff

• Provide regular, clear communication to staff to keep them informed of organizational and

• Guide and support staff in continuing education and professional development

• Prepare and measure goals for programs; demonstrate their impact on the current strategic plan

• Prepare and maintain budget and other appropriate programs and projects records; monitor and

• Exhibit the values and philosophy of the Dane County Humane Society

• Communicate concerns/changes with other department heads and Executive Director as needed

• Acts as a liaison to other departments for effective and efficient communication

• Remain current on animal-related issues including behavior and training
  

Additional Job Duties

• Consistently provide exceptional customer service to donors as well as retail customers and

coach other staff and volunteers to do the same.

• Project a positive image of DCHS and respond to questions about DCHS’s mission and other

services provided.

• Assist with the selection of shop cats and their adoption process.

Posted 2/28/2025

• Other duties as assigned.

Qualifications/Requirements/Desired Skills:

1. College degree required with a minimum of seven years of professional experience, three years
supervisory or management professional experience and 1 year animal care, handling or
behavior experience.

2. Excellent organizational skills.
3. Must have excellent written and oral communication skills and computer skills
4. Excellent customer service and public relations skills
5. Ability to think critically and strategically in order to carry out mission, goals and objectives of the

programs of the organization
6. Ability to be self-directed and creative.
7. Proven ability to relate to a diverse population.
8. Animal experience preferred.
9. Acquire and possess thorough understanding and dedication to the philosophies of animal

welfare.

To Apply:

Please send resume and cover letter to Doug Brown, Assistant Executive Director at
dbrown@giveshelter.org by March 21, 2025, for best consideration.



Dane County Humane Society is an Equal Opportunity Employer. At Dane County Humane Society, we
know our work of helping people help animals directly benefits from having a diverse and inclusive
workforce. DCHS is proud to be an equal opportunity employer that strives to represent the community
it serves by employing people with a variety of backgrounds, perspectives and skills. Diversity and
inclusion are celebrated and embraced at Dane County Humane Society. We will not discriminate
against or give preference to any person because of race, color, religion, age, sex, national origin,
handicap or disability, ancestry, sexual orientation, marital status, arrest or conviction record, genetic
information, veteran status or other class protected by applicable law. DCHS puts people first and we
are happy to work with employees and applicants to remove barriers and put any necessary
accommodations into practice.

DCHS strives to be a welcoming, respectful, and inclusive workplace. We know that working in animal
welfare can be challenging at times, so DCHS and our staff make a concerted effort to support each
other and have fun together. When you join our team, you’ll regularly get the chance to participate in
costume competitions (for you and your pets!), bake-offs, trivia nights, and even our volleyball team, the
Humaniacs! Join the Wellness Committee and you can try your hand at helping to organize the events
your colleagues enjoy. DCHS staff and leadership have also created a Diversity, Equity and Inclusion (DEI)
Committee, open to all staff members, that is working to better serve our clients, volunteers, colleagues
and all members of our community. Racism and intolerance have no place in our organization or in the
more humane future we are building.

Full-time staff also enjoy a generous benefits package including health insurance, dental insurance,
403(B) plan, short-term and long-term disability insurance, and life insurance. Time off includes 2 weeks

Posted 2/28/2025

of vacation, 12 days of sick leave, and 8 paid floating holidays annually, plus 3 days of personal time after
one year of employment. Part-time staff earn vacation time based on their average hours worked. We
know pets are family too, so your sick leave can be used for veterinary appointments, and you’ll receive
discounts on adoption fees and dog training classes. All employees receive discounts on youth day and
summer camps. Pet food, medication and animal supplies from DCHS vendors can be ordered for
personal use at cost 10% admin fee.