Manager, Adoption Services
Job Summary
The Manager, Adoption Services is at the frontlines of an important part of our mission at PAWS Chicago: connecting homeless animals with loving homes. Our Lincoln Park Adoption Center is a thriving retail operation (we find homes for more than 5,000 cats and dogs, on average, per year), and the ideal candidate creates a welcoming environment for visitors and adopters while supervising and coaching a team to deliver an impeccable retail experience and proficient technical support to all adoption center guests.
Duties and Responsibilities
- Set a positive tone at the Lincoln Park Adoption Center, creating a warm, welcoming, and efficient environment for all PAWS staff members, guests and volunteers.
- Be responsible for the day-to-day adoptions process and customer experience, including but not limited to: overseeing adoption application review, Welcome Center experience, animal file review, adoption counseling flow and post-adoption follow-up.
- Be responsible for hiring and performance development of Adoption Service Associates.
- Train, coach, and empower the Adoption Service Associates to provide exceptional customer service to all adoption center guests and volunteers. Provide ongoing feedback and encourage team member professional development.
- Ensure efficient and effective use of resources and staff/volunteer time so that all needed tasks are completed while keeping customer service as the number one priority.
- Ensure completion of daily operational tasks including but not limited to adoption reporting, website reconciliation, lobby signage accuracy, and supply ordering.
- Create Standard Operating Procedures that document and guide training on all adoption center processes.
- Train and manage teams of volunteers (remote and in-person) to support various aspects of the adoptions process.
- Maintain technical proficiencies using Salesforce, Shelterluv, and other web-based tools. Ensure that all adoption team technical duties are performed with a high level of accuracy and proficiency.
- Fully manage the Adoption Program Internship program including hiring, scheduling, training, mentoring, and empowering the Welcome Desk Interns to provide exceptional customer service to all adoption center guests and volunteers as well as achieve a high level of technical proficiency.
- Actively partner with Volunteer Management Team to support volunteer integration into adoption center tasks.
- Monitor, manage, and escalate customer service feedback (off-line and digital) per standard operating procedures.
- Act as Manager On Duty for Lincoln Park, perform opening or closing duties as assigned.
Requirements
- Bachelor's Degree
- Positive, outgoing communication style
- Passion for animals and animal welfare
- 3 years customer service focused management experience
- Excellent leadership skills and ability to motivate staff
- Exceptionally strong communication and interpersonal skills
- Experience with web-based CRM technology preferred
- Strong time management skills with the ability to handle numerous responsibilities at once and work well under pressure
- Strategic and creative thinker and planner
- Ability to coach and provide feedback
- Ability to multi-task and work well under pressure in a dynamic, team environment
- Weekend and evening availability
PAWS Chicago Values-in-Action
- Respect: for each and every life.
- Community: of people and organizations committed to helping homeless pets.
- Innovation: to constantly improve best practices and seek out new ideas and strategies to save more lives. To be a Learning Center that evolves and grows.
- Pro-activity: to solve difficult problems and to be prepared to offer emergency and crisis support.
- Transparency: that informs the public about the fate of homeless animals.
- Education: that raises awareness about the realities that homeless animals face in the community and across the nation, providing a forum for people to get involved in effecting change and promoting and supporting reasonable pet ownership.
- Sustainability: through financial management practices that maximize the impact and reach of our resources and ensure that PAWS Chicago will always be a resource for homeless animals.
- Compassion: towards all people and animals.
NOTE: PAWS Chicago reserves the right to modify, interpret, or apply this job description, as it desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at-will.” The job requirements may be changed to fulfill any obligation(s) to reasonably accommodate qualified individuals with disabilities.
Benefits
- Comprehensive health, dental, and vision insurance, including ancillary options and an Employee Assistance Program (EAP) through Blue Cross Blue Shield.
- 403(b) retirement plan with employer match.
- Paid time off, including vacation, sick days, and holidays.