Customer Care Supervisor

Foothills Animal Shelter seeks a Shelter Services Supervisor who believes that a great patron experience and a great animal experience are inseparable. This role brings steady, hands-on leadership to our front-line shelter services team — coaching in the moment, solving problems on the spot, and making sure every person and pet who walks through our doors is met with consistency and care.

Who We Are

As an open admissions shelter, we are committed to being here for families and their pets in Jefferson County, Colorado. We identify as a socially conscious shelter, caring for almost 9,000 dogs, cats, and small animals every year with a compassionate team of staff and volunteers who are committed to the physical and emotional wellbeing of every pet and person we serve.

What You Bring

• You are a people person. You enjoy working with individuals of all ages, backgrounds, personalities, and abilities – and you enjoy working with them on their best days as well as their worst. You are friendly, outgoing, and have a way of putting people at ease.
• You are detail-oriented. You recognize that every person and animal’s situation is unique, and you are hyper-aware of the importance of capturing every relevant piece of information so that nothing is over-looked.
• You enjoy a fast-paced, physical work environment. Sitting at a desk is not for you! You like to be on your feet, and you are constantly on the move. You believe there is no such thing as downtime – there is always something that you can do to improve the customer or animal experience.
• You are reliable. You are on-time or early for your commitments, and your team knows they can count on you.
• You enjoy leading people. You know how to inspire and motivate others to show up as their best version of themselves.
• You are accountable. You know that leading a team means adapting to the unexpected, resolving conflict while minimizing drama, and taking ultimate accountability for the work of the team.
• You believe in our mission. You recognize the significance of the human-animal bond, and you are proud to support the formation and continuation of these powerful relationships.

What You’ll Do

• Facilitate animal visits with individuals and families who are considering adoption. This includes regular handling of a variety of sizes and species of companion animals from dogs and cats to reptiles and birds! Most of our visitation occurs on weekends, so all of our staff are scheduled for at least one weekend day each week
• Communicate with our patrons via phone, email, and in-person, providing accurate information about Foothills Animal Shelter’s programs and services.
• Serve as a compassionate and understanding partner in the admissions process for individuals and families making the difficult decision to relinquish their pets for adoption or end-of-life services.
• Provide exceptional customer service across all of Foothills Animal Shelter’s programs and services.
• Offer front-line support and guidance to team members, providing process-related feedback in the moment to minimize errors that may impact the patron or animal experience.
• Be the point-person for situational problem-solving and minor escalations for the shelter services team.
• Support the training and development of new team members by modeling and coaching both the hard skills (task-based, software-based) and soft skills (compassion, empathy, understanding) required for success.

What We Offer

• Let’s start with the obvious: we offer truly meaningful work that positively impacts the lives of thousands of animals and people each year.
• You will work with a team of animal welfare professionals who work hard, care deeply, and are 100% dedicated to the well-being of our shelter animals.
• We strive for a healthy work-life balance, and we offer generous time off including six paid holidays, additional floating holidays (awarded annually on your employment anniversary), three weeks of accrued vacation, and paid sick leave.
• We offer a full spectrum of employee benefits including medical, dental, vision, disability, life insurance, health savings accounts, flexible spending accounts, and a retirement plan with up to 4% employer match and immediate vesting. Currently, two of our medical plans and our dental and vision plans are offered at no cost for employee-only coverage.
• The pay rate for this position will be $24.00 – 25.00 per hour, depending on the depth and breadth of relevant experience. Bilingual (Spanish/English) supervisors receive additional compensation upon passing a Spanish language oral proficiency exam.
• Foothills Animal Shelter is a Public Service Loan Forgiveness employer.

Schedule

40 hours per week with at least one weekend day required. For a full list of duties and qualifications, please review the complete job description.