Pet Helpline Call Center Supervisor

Become a Pet Helpline Supervisor at the Animal Humane Society! 🐾 Are you enthusiastic about delivering exceptional customer service and guiding a committed team? In the role of Pet Helpline Supervisor, you will oversee the daily operations of the Pet Helpline team, which assists community members with their pet-related inquiries. Your efforts will significantly contribute to providing support and resources that help keep pets and their owners connected. If this opportunity piques your interest, we invite you to learn more below!

Pay: $25/hour

Benefits:  

• Health, dental, vision insurance and more! 
• 15+ days of paid time off for a full year 
• 4 floating holidays (# of days is per year based on start date) 
• 401K Retirement Plan

Schedule: Full Time

• 40 hours/week
• Every other week alternating schedule - see details below.
• Week 1- Monday - Friday
• Mondays, Tuesdays, Thursdays, and Fridays 9:00am-5:30pm
• Wednesdays 10:30am-7:00pm
• Week 2- Monday-Thursday and Saturdays
• Mondays, Tuesdays, Thursdays, and Saturdays 9:00am-5:30pm
• Wednesdays 10:30am-7:00pm

Location: Hybrid, Golden Valley, MN. This role is expected to be on-site at least one day per week, subject to change as business needs dictate. Access to reliable internet when working remotely, ability to prioritize work independently, and foster relationships while working in a hybrid (remote and in-person) environment required. Must live in or have easy access to the Minneapolis/St. Paul area and be available for frequent face-to-face interactions in Minneapolis/St. Paul.

Application Requirements: Please include current resume and cover letter

Interview Process: One recruiter phone interview followed by an on-site interview with the hiring manager and a virtual interview with hiring team

Job Summary 

The Pet Helpline Supervisor is responsible for supervising the Pet Helpline team and managing the daily workflow of the team to meet call volume and service level standards. This position requires a thorough understanding of organizational operations and protocols, and the ability to provide and coach the team on seamless customer service grounded in balancing emotion and logic.

Essential Functions

Call Center Operations:

• Manage the daily workflow of the team to meet call volume and service level standards. 
• Monitor calls to observe employee demeanor, technical accuracy, and accordance with AHS mission.
• Update and maintain department resources, including appointment schedule.
• Ensure staff are following organizational protocols and scheduling guidelines.
• Ensure consistent and quality service delivery.
• Assist with monitoring existing processes and identifying areas for improvement, proposing solutions to enhance overall efficiency using data-driven decisions.
• Assist with developing and implementing new call center processes to ensure smooth operations, meet organizational goals, and improve customer satisfaction.
• Coordinate with various departments to ensure the team is well prepared to handle incoming inquiries and issues.
• Resolve customer issues promptly and effectively.

Leadership:

• Provide supervision, coaching, and development to direct reports as noted on the organizational chart, acknowledging accomplishments and providing regular feedback.
• Conduct one-on-one meetings with direct reports to ensure team members have the resources and support to be successful.
• Address and resolve any issues or conflicts within the team.
• Review and approve timecards and requested time off within payroll deadlines, working closely with employees to resolve discrepancies.
• Train new Pet Helpline employees.

Communication and Culture:

• Communicate in a positive and professional manner with customers, other employees, and volunteers.
• Promote a culture of diversity, equity, and inclusion to make AHS a welcoming environment for all.

Technology:

Clock in and out of shifts using ADP.

• Monitor AHS email and other messaging software.

Other duties as assigned.

Additional Information:

Schedule and Attendance:

• Regular, predictable attendance, punctuality, and availability to work during operational hours.
• Attend and participate in regular team meetings, leadership meetings, all-staff meetings, and one-on-one meetings with direct leader.
• May be required to attend occasional off-site meetings and events.

Work Environment:

• Primarily office/desk based.
• Adjacent animal areas may be humid, noisy, or odorous.

Qualifications

Experience:

• 3+ years of call center or customer service experience required.
• Leadership experience preferred.

Skills:

• Excellent customer service and communication skills.
• Strong administrative, organizational, and process management skills.
• Strong multi-tasking, conflict-resolution, and problem-solving skills.
• Proficient with computers, specifically a working knowledge of Microsoft products.

Physical Demands:

• Prolonged sitting at a desk.
• Must be able to lift and carry up to 10 lbs.

Emotional Demands:

• Must be able to remain calm and professional when under stressful circumstances and communicating with individuals that are highly emotional.
• Must be comfortable with the emotional aspect of work in an animal shelter environment, including the use of humane euthanasia.

Transportation:

• Reliable transportation required.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this role. Duties, responsibilities, and activities may change at any time with or without notice.

About AHS 

Every year, Animal Humane Society provides direct care and services to help thousands of animals in need across Minnesota. 

As one of the nation's leading animal welfare organizations, AHS is transforming the way shelters care for animals and engage their communities. From innovative medical and behavior programs to investments in outreach and advocacy, we’re advancing animal welfare and creating a more humane world for animals everywhere. 

Why Work Here  

• Make a difference in the lives of animals and people  
• Join a team of coworkers who love animals as much as you do  
• Work-life balance  
• Unique animal adoption benefits and discounts on veterinary care, pet supplies, and animal training classes   
• Health insurance coverage for full time staff includes the following: medical, dental, vision, health savings account, flexible spending account for health care expenses and dependent care, voluntary accident insurance, and employee ­paid supplemental life, accidental death & dismemberment and long term disability insurance.  
• Employer paid benefits for full time staff includes the following: basic life insurance, basic accidental death and dismemberment insurance, short-term disability  
• Support for student loans: we are a Public Service Loan Forgiveness qualified employer 
• Mental Health and Counseling Support: all employees have access to our Employee Assistance Program with 3 free counseling sessions per year  
• 401k for part-time and full-time staff  
• Nine paid holidays for full-time staff  
• Paid floating holidays for part-time and full-time staff (up to 4 days per year based on start date)  
• Paid Time Off for part time and full time staff (amount is based on hours worked and FTE status)  
• Paid parent leave for full-time staff  

 Our Organizational Commitment to Diversity, Equity and Inclusion: 

As an organization dedicated to making the world a more humane and compassionate place for animals, we know that people are at the heart of all that we do. Animal Humane Society’s commitment to diversity, equity, and inclusivity is essential to our mission and shapes our culture, our work, and the services we provide. 

At AHS we embrace and honor the inherent dignity and diverse experiences of our team members, volunteers, board members, partners, clients, and visitors, regardless of race, ethnicity, religion, gender identity, sexual orientation, age, ability, or income. Working together to instill equity and inclusivity within our organization will allow us to better serve the people and animals of Minnesota, and ultimately have a positive impact on animals in our care.