Customer Care Supervisor

REPORTS TO: Director of Customer Care

LOCATION: Planned PEThood’s Headquarters in Duluth, Georgia

WHY US: Love a GREAT underdog story? You’ve come to the right place!!! Work for Planned PEThood and be part of creating a remarkable future for a terrific organization! We are boots on the ground – helping our communities EVERY.SINGLE.DAY. Join us and help build the environment you dream of. Typically work a four-day work week with Saturdays possible based on workload. Contribute to the effective operation of a high-volume spay-neuter medical team and accomplished wellness team who provide affordable surgeries and well pet care for families and under-resourced shelters. WE HELP KEEP PETS WITH THEIR FAMILIES. We provide health, vision and dental insurance and have a 401K available, along with a customized program to help support mental health. Competitive hourly rate based on experience.

JOB SUMMARY

Accomplished Customer Service Supervisor provides excellent customer care and oversees customer care team members and their responsibilities including managing the flow of patients through check in and check out, communicating with clients and co-workers across departments to optimize patient care, and maintaining the appointment schedule and client accounts. This individual must be highly responsive to the customer’s needs and always seek to find a solution to customer inquiries. Skillfully de-escalates difficult situations as appropriate.

PRIMARY JOB FUNCTIONS

• Listens to customer concerns, handles complaints, provides appropriate solutions for customers and follows up to resolve any issues that may arise.
• Adheres to established protocols and ensures other members of the Customer Care Team do the same.
• Participates in appropriate staff meetings.
• Oversees customer care duties, tasking and delegating, including but not limited to –
  • Thoroughly checking in clients for surgery and wellness appointments.
  • Communicating with clients as requested by the DVM and/or surgical team, the Wellness Team and Foster Medical Team.
  • Checking out clients after surgery and wellness appointments including processing of documentation and collection of balances.
  • Closing out all services for the day.
  • Reconciling daily financial transactions.
  • Processing donations.
  • Auditing daily to ensure all account balances have reverted to zero.
  • Filing and light administrative duties.
  • Monitoring surgical and wellness capacity and filling appointments.
  • Responding to voicemails and emails in a timely manner (within 24 hours).
  • Maintaining the cleanliness and organization of the lobby.
  • Organizing the trap rental process, processing submissions, and recalling traps.
  • Supervising other Customer Care responsibilities on a day-to-day basis.

• Works together with the Director of Customer care to address issues concerning personnel and protocol as appropriate.
• Leads by example – displaying a positive attitude and acting as a motivating force for all staff members.
• Continually evaluates processes and protocols to improve efficiency and effectiveness.
• Develops and engages in cross-training among departments.
• Other duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, ABILITIES

• Physical Requirements
  • Must be able to work standing or sitting for extended periods of time.
  • Must be able to bend and kneel repeatedly.
  • Must be able to see fine detail in a variety of situations.
  • Must be able to lift to twenty-five pounds.
  • Must be comfortable working around owned pets and shelter dogs and cats.
  • Must be able to control any applicable allergies appropriately.

• Emotional/Mental Requirements
  • Must be able to work under stressful conditions efficiently and effectively.
  • Must be able to cope with death either due to surgical complication or euthanasia.
  • Ability to rapidly and accurately process information.
  • Ability to delegate tasks.
  • Ability to recognize a need for assistance and ask for help.
  • Ability to make decisions.
  • Ability to cope with frustrating situations and remain calm.
  • Ability to provide constructive coaching and feedback to staff and coworkers including disciplinary action.

REQUIRED

• Excellent communication skills including the ability to effectively read, speak, and write legibly in English.
• Ability to communicate in Spanish – verbally and in writing – a HUGE plus.
• Basic computer literacy skills and willingness to learn and master our data/customer management system.
• Ability to multi-task in a fast-paced environment.
• Professional appearance.
• Must be available to work a four-day work week Monday through Thursday with Saturdays possible based on workload.
• Customer service experience required; veterinary customer care experience preferred.
• Experience de-escalating difficult situations with clients and coworkers.

WORK ENVIRONMENT

The offices and operations of a high-volume spay/neuter clinic can be high stress and very busy at times. Exceptional teamwork is key. We typically work a four-day work week Monday through Thursday with a fifth day required on occasion. Planned PEThood is committed to maintaining a work schedule that is satisfactory for individual staff members as well as the overall organization and our communities’ animals and their families.

COME CHECK US OUT!

(Resumes, cover letters and inquiries can be sent directly to dgibson@pethoodga.org OR…if you received this through a service, you may apply through that service – both work!)