Located in Roseburg, OR
Pay: $17
Job Full Description
Customer Relations Manager
Fulltime, $17-$18/HR DOE
32–40 hours, Tuesday through Saturday
Key duties include overseeing front desk operations to create a welcoming and efficient atmosphere for all visitors, collaborating with other departments to ensure efficient operations, and fostering exceptional customer service at every touchpoint. The CRM streamlines communication between departments and advances the organization’s mission through close collaboration with the Operations Director, staff, and volunteers. This leader cultivates a positive, solution-oriented environment and actively participates in onboarding and training new team members to maintain the highest standards of service. Responsibilities include opening and closing procedures, as well as availability for emergencies, holidays, and events as needed. This position must support all board policies and position statements.
Leadership:
Consistently strives to exceed expectations; demonstrates flexibility, and the ability to maintain positive relationships and composure, even under difficult circumstances
Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all animals and people with dignity and respect
Demonstrates a proactive sense of ownership by identifying challenges early and implementing effective solutions
Promotes a positive image of the company through every customer, partner, and community engagement
Team Leader:
Supervise, support, and provide coaching feedback to the CRS team members, and create and sustain a work environment of mutual respect where team members strive to achieve excellence and embrace their role and responsibilities in advancing shared goals and priorities
Oversee day-to-day implementation and support for key activities including coordinating with other teams to implement complementary activities
Role model inclusive leadership, creating an environment where diverse viewpoints are welcomed and actively engaged
Distribute information from the Leadership Team ensuring the CRS Team is up to date on any changes to protocols, events, staffing and other relevant information
Must take proactive, solution-oriented ownership of tasks and drive progress toward achieving team objectives
Empower the CRS Team to make decisions in the best interests of the animals and their people and according to the values of the company
Attend regularly scheduled Leadership meetings and other functions as occasionally required by the Leadership Team
Learning:
Seek out continuous learning to gain knowledge and perspectives within the role and narrow potential skills gaps
Demonstrate an awareness of individual personal strengths and development needs and maintain openness to feedback and growth
Utilize online and local resources, such as area veterinary clinics, other animal welfare organizations to stay well-informed of current best practices for animal welfare customer service, to continuously enhance our service delivery
Responsibilities:
Support operational excellence by assisting the Operations Director, managing inventory and janitorial supplies, and performing additional duties as assigned by leadership
Provide exceptional front desk service by welcoming visitors, responding to inquiries, managing incoming calls and emails, and offering detailed information about the organization's services and resources
Facilitate the adoption process by assisting with paperwork, presenting animals to potential adopters, and maintaining accurate records of adoptions, lost and found reports, and public inquiries
Mentor and train new customer service staff and volunteers, participate in team meetings and training sessions, and collaborate with all departments to ensure efficient, policy-aligned operations
Address visitor concerns, capture client stories (with permission) for marketing and fundraising, and assist in triaging incoming animals to support the organization's mission
Supervisor:
Oversee CRS team operations and provide daily leadership and support, including handling team concerns, conducting meetings and evaluations, and assisting with hiring, training, and disciplinary actions
Maintain up-to-date standard operating procedures, protocols, and training manuals, and communicate policy and procedure updates to relevant staff and volunteers
Supervise cash handling and payment systems, reconcile daily receipts, prepare deposits, and report discrepancies in accordance with company policies
Support promotional activities and special adoption events to advance organizational goals
Minimum high school diploma or equivalent, with at least 3 years of customer service experience and prior experience managing multiple employees in a fast-paced environment
Strong leadership and team-building skills, including the ability to lead, motivate, and train staff and volunteers while maintaining professionalism and sound judgment when resolving challenges
Excellent communication skills, both verbal and written, with proficiency in Microsoft Office Suite and experience using multiline phone systems
Ability to handle all types of animals safely and responsibly, general knowledge of pet care and behavior, and a consistently positive attitude and sense of humor
Qualifications/Skills:
- Some college education preferred
- Minimum of 2 years in a supervisor role or above
- Experience with using multiline phone systems
- Experience with customer service and database software
- Work is performed in a public lobby setting, a shared office and a medical clinic/animal shelter environment
- Contact with emotional people may occur
- Animal contact and related injuries and exposure may occur
- Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations
- Pace of work is active and demanding, requiring a high degree of multitasking, long periods of standing, and ability to adapt to changing priorities while managing concurrent projects and tasks to completion
- Requires patience and tact when working with difficult, emotional or angry people
- Pushing, pulling, lifting and moving animals or objects weighing up to 50 lbs is sometimes required
- Occasional pushing and pulling of carted items weighing up to 100 lbs.
- Occasional moving items above shoulder level
- Occasional use of hands and arms at or above shoulder level
- Ability to stay standing or active during entire shift
- Occasional climbing and bending
- Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs on a leash on an occasional basis
- Must be able to remain in a stationary position, including standing for prolonged periods
- Ability to respond and perform life saving techniques in an emergency
Roseburg, OR
2106
741 Northeast Garden Valley Boulevard
Roseburg, OR 97470
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