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Animal and Customer Care Assistant Manager - Detroit

Animal and Customer Care Assistant Manager - Detroit

MICHIGAN HUMANE SOCIETY

Detroit, MI • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 26 days ago

Job description

Job Title: Animal and Customer Care Assistant Manager
Location: Detroit
Hours: Full-Time
Who We Are:
Michigan Humane is a non-profit animal welfare organization dedicated to improving and saving lives through compassionate care, community engagement, and advocacy for animals. For over 140 years, Michigan Humane has been providing compassionate care and advocacy for animals in need, including rescue, rehabilitation, and adoption services. With a team of dedicated professionals and volunteers, Michigan Humane works tirelessly to protect and advocate for the animals and families within our communities.
Why Work with Us:
We're a mission-based organization, with a commitment to making a positive impact in the lives of animals and families within our communities. If this sounds like something you want to be a part of, we'd love to talk to you. In addition to being a part of an organization that truly makes a difference, there are plenty of additional reasons to consider joining us, including:
  • Competitive salary and benefits
  • Medical, Vision, and Dental Insurance
  • 403(b) Retirement Savings Account
  • Opportunities for professional development, growth, and continuing education
  • A positive and collaborative work environment
  • Work-life balance and flexible working hours (compressed work schedule option!)
  • Paid Time Off & Holidays
  • Human & Pet Bereavement
  • Clinic discounts to up to 75% off services for your own pet(s)
  • Relaxed dress code
  • Wellness program with professional counseling services available to employees
  • Animal food discount
  • Free or discounted adoption fees to adopt a new friend.
  • Sabbatical Policy
  • Uniform Allowance
  • Paid Parental Leave
  • Yearly performance reviews & employee engagement surveys
  • Student Loan Relief Eligibility through Public Service Loan Forgiveness (PSLF) Program

The ACC Assistant Manager assists the Animal & Customer Care Manager with the effective and efficient daily operation of the shelter and adoption center with the goal of providing high-quality animal care and efficient movement of animals from intake to adoption.
Responsibilities:
  • Provide guidance and direction to Animal and Customer Care (ACC) staff. Oversee the day-to-day duties with regard to the shelter and adoption center.
  • Train new employees and volunteers in safe animal handling and all ACC processes and procedures. Oversee staff on proper cleaning protocols, MH husbandry standards, section checks, animal care, and customer service.
  • Ensure staff adhere to MH policies, protocols and procedures, managing team performance through coaching, individual meetings, and performance reviews.
  • Supervise the use of the software system to ensure that animal records are entered accurately and properly retained.
  • Coordinate with other locations to coordinate and transfer animals; assist with selecting and preparing animals for transfer to other locations or offsite events.
  • Assist with management duties, such as opening or closing the Animal Care Center, ordering food and supplies, developing work schedules, completing customer call-backs, reporting maintenance concerns, etc.
  • Manage escalated situations and responsible for problem-resolution involving customers, volunteers or staff, etc.
  • Assist with animal health and behavioral concerns, consulting with medical and behavior teams on animal progress. Oversee/implement enrichment protocols.
  • Coordinate foster re-checks, foster families and volunteers.
  • Perform animal care and enrichment duties alongside the ACC team, including cleaning, vaccine administration, intakes, adoptions, returns, euthanasia, and other processes.
  • Provide excellent customer service by assisting customers, answering questions and explaining procedures and protocols. Responsible for escalated or more complex customer service situations.
  • Strive to support clients beyond the first need by providing resources for Michigan Humane programs or other community resources.

Qualifications:
  • Good supervisory and customer service skills and the ability to work independently
  • Labor intensive, must be able clean, kneel, bend, stoop, etc. and lift 50lbs
  • Must be flexible and able to handle changes in a fast-paced work environment
  • Solid conflict resolution and problem-solving skills; attention to details
  • Able to communicate clearly and provide direction to staff in high stress situations
  • Exhibit compassion toward animals and their owners
  • Ability to consistently adhere to prescribed protocols
  • Required weekend schedule

Acquired Knowledge:
  • HS diploma plus 1-2 years of relevant experience, including at least 12 months of animal care experience.
  • Must possess knowledge of safe animal handling techniques
  • Basic math and computer skills; proficient with Microsoft Office
  • Knowledge of local, state, and federal regulations governing animal protection shelters, employers, and wildlife.

Join our team at Michigan Humane and make a positive impact, grow your skills and career, and be part of a compassionate and dedicated organization. Apply today!

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Frequently asked questions

Q: What skills or qualities help someone succeed as a Assistant Customer Service Manager?

A: To succeed as an Assistant Customer Service Manager, key technical skills include proficiency in customer relationship management (CRM) software, data analysis, and problem-solving techniques to resolve complex customer issues. Essential soft skills include excellent communication and interpersonal skills, emotional intelligence to empathize with customers, and leadership abilities to motivate and train team members. By combining these technical and soft skills, an Assistant Customer Service Manager can effectively lead teams, drive customer satisfaction, and contribute to the growth and success of the organization.

Q: What is the career path for a Assistant Customer Service Manager?

A: The typical career progression for an Assistant Customer Service Manager involves starting as a Customer Service Representative or Team Lead, then advancing to a Customer Service Manager role, and eventually becoming a Senior Customer Service Manager or Customer Experience Director. Key opportunities for skill development and professional growth in this role include honing leadership and communication skills, developing expertise in customer relationship management and conflict resolution, and learning about business operations and strategy. Long-term career prospects for an Assistant Customer Service Manager may include transitioning into leadership roles in other departments, such as operations or human resources, or pursuing roles in customer success, account management, or business development.

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MICHIGAN HUMANE SOCIETY job posting for a Animal and Customer Care Assistant Manager - Detroit in Detroit, MI with a salary of $17 to $26 Hourly and benefits including Medical, Vision, Dental, PTO, and Retirement with a map of Detroit location.