Office Manager

HUMANE SOCIETY OF ELKHART COUNTY

JOB DESCRIPTION

Front Office Manger

Reports to: Director of Operations

General Overview: The Front Office Manager oversees all aspects of office management ensuring necessary staff and resource support. Manages the work of the Customer Service Attendant CSA(s) and oversees the front office to ensure quality service to support staff and the public. Manages CSA(s) to ensure that work assignments are evenly distributed for most effective use of staff time and resources.

Because this is a front line staff position working closely with staff, volunteers and the public, must maintain a pleasant, welcoming atmosphere that reflects professionalism and commitment to support the work of staff and volunteers.

Major Responsibilities:

• Oversees the front office and ensures all CSA(s) are conducting their responsibilities in an effective and efficient manner.
• Establishes a monthly schedule for CSA(s) to ensure appropriate coverage for the office.
• Works with CSA(s) to ensure proper documentation on receipt of donations and in-kind gifts and to ensure those donors who come to the office are provided an immediate receipt for their gifts if they need.
• Provides necessary training for CSA(s) as needed and coordinates with Director of Operations to help budget and plan for additional training which may be required.
• Ensures reviews of staff under your supervision and makes recommendations to the Director of Operations regarding employee raises within the budgetary limitations.
• Coordinates CSA(s) support with animal attendants to support the adoption process, observe animal behaviors and issues, and to provide visitors an opportunity to participate in a “meet and greet” with a potential animal to be adopted.
• Supports CSA(s) with adoption counseling as needed.
• Keeps the Director of Operations informed of any concerns, issues, or needs.
• Ensure office supply needs are provided to the Finance Manager ensuring supplies are organized and inventoried and orders provided as needed.
• Provides input as needed to help with preparation of the humane society’s budget regarding projection of equipment and supply needs, staff training, and other areas as may be requested.
• Contacts businesses and vendors for possible items to include in adoption packets --- coupons, etc.
• Checks e-mails and phone messages and ensures they are directed as necessary or that they receive necessary responses.
• Ensures all mail is properly processed.
• Keeps a master file either hard copies or via electronic copy of all HSEC forms and ensures access to staff.
• Performs such other duties as may be assigned to fulfill organizational goals and objectives and to ensure efficiency in office management.
• Maintains front office protocols and ensures clarity for CSA(s) when changes are made.
• Works in cooperation with the Kennel and ACO Manager to ensure proper data entry is entered via staff.

Major Responsibilities - CSA(s) Shared Duties:

• Processes all paperwork for adoptions, strays, animals brought to the shelter, return to owners, etc.
• Prepares support materials to be distributed to adopters – “goody bags”, information pieces, etc.
• Helps direct potential adopters to do additional study of breed of animal adopter is considering, exploring ways to assimilate new pet into home and to consider the long term needs and commitment of owning a pet.
• Fields calls from the public regarding adoption questions, bite cases, and forward any calls that need to go back to the Animal Control Dispatcher.
• Ensures appropriate entry of all data as necessary, keeping data base up to date.
• Files necessary forms, applications, rabies certificates and other information as required and helps with management of files to fulfill record retention requirements.
• Prepares information on owner euthanasia requests.
• Closes out cash register and prints reports for accounting.
• Cleans front office every morning.
• Ensures office cats receive food and water and litter boxes are maintained.
• Processes food assistance program requests and maintains records.
• Reviews e-mail sent to general information e-mail address and answers those which can be addressed by front office staff. Forwards other e-mails as necessary to appropriate staff member.
• Receipts payments and donations and ensures proper accounting of all incoming funds.
• Provides general information to the public regarding HSEC services and events, fees and other general questions.
• Maintains confidentiality of HSEC records, files, and donations.
• Assists with sale of cemetery plots and plaques mapping of new plots.
• Works collaboratively with HSEC team to achieve shelter goals.
• Ensures follow-ups of microchipped animals are done in a timely matter in accordance with the policy and county ordinance.
• Participates/Conducts weekly team meetings to receive updates regarding procedures, discuss workplace issues and share ideas to improve customer service.
• Performs other duties as assigned to ensure support and fulfillment of the organization’s goals and objectives.

Essential Functions and Skills

Good organizational skills; office management; attention to detail; good verbal and written communications skills; self-motivated; supervisory skills; basic math and budget projection; team management skills; team player; computer competency and working with data base systems; ability to multi-task and work in fast paced environment; customer oriented and ability to deal with a broad spectrum of the community; good sense of humor; experience with cost effective management of an office setting.

All employees must be able to provide their own transportation to and from work.

Must be capable of managing and handling large packages in excess of 40 pounds.

Hours: Generally 40 hours per week

Classification: Administrative – Exempt

Benefits: See the executive director for current copy of available benefits.

HSEC: Rev. 11/2/2022 EOE

Job Type: Full-time

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: In person