Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Paid holidays
Job Description
IndyHumane is a respected and mission-driven non-profit animal welfare organization dedicated to improving the lives of animals through compassionate care, adoption services, community education, and advocacy. Established with a strong commitment to animal welfare, IndyHumane serves as a vital resource for pets and their families in the Indianapolis area. The organization focuses on reducing the length of stay for animals in shelters by facilitating loving and responsible adoptions, promoting responsible pet ownership, and offering various retail and community programs that support and enhance the wellbeing of animals. IndyHumane’s comprehensive services include adoption facilitation, retail operations, animal care, and community outreach, all guided by a commitment to ethical practices and the humane treatment of animals. The organization thrives on collaboration among its diverse departments, staff, volunteers, and the community to achieve its mission and impact the lives of countless animals and their owners positively.
The Customer Service Manager at IndyHumane plays a pivotal role in upholding the organization’s mission by leading and managing the Customer Service Team to provide exceptional service that supports animal adoptions, retail sales, and animal care initiatives. This full-time leadership position is directly accountable to the Senior Director of Operations and works closely with other Operations leadership to ensure the highest standards of customer interaction and adoption protocols. The role’s primary goal is to ensure that every animal in the shelter finds an appropriate and loving home by delivering compassionate and knowledgeable service to all patrons. The Customer Service Manager is entrusted with facilitating efficient customer service operations and fostering a positive team environment by managing a team of employees and volunteers dedicated to animal welfare and patron support.
Key responsibilities include mentoring and coaching the Customer Service Team, developing and implementing customer service improvement initiatives, handling complex patron issues, overseeing retail and adoption services, and maintaining financial and operational records. The Customer Service Manager acts as a vital member of the leadership team, influencing the organizational culture to motivate and retain high-quality staff, fostering department collaboration, and representing IndyHumane positively in both internal interactions and public-facing communications. This role requires excellent communication skills, proficiency with data management software, and the ability to manage multiple priorities in a fast-paced environment. Candidates should be passionate about animal welfare and committed to advancing IndyHumane’s mission through outstanding customer service and team leadership. This dynamic leadership opportunity offers an impactful career path for professionals seeking to contribute to meaningful animal welfare outcomes while advancing their skills in customer service management and operational leadership.
The Customer Service Manager at IndyHumane plays a pivotal role in upholding the organization’s mission by leading and managing the Customer Service Team to provide exceptional service that supports animal adoptions, retail sales, and animal care initiatives. This full-time leadership position is directly accountable to the Senior Director of Operations and works closely with other Operations leadership to ensure the highest standards of customer interaction and adoption protocols. The role’s primary goal is to ensure that every animal in the shelter finds an appropriate and loving home by delivering compassionate and knowledgeable service to all patrons. The Customer Service Manager is entrusted with facilitating efficient customer service operations and fostering a positive team environment by managing a team of employees and volunteers dedicated to animal welfare and patron support.
Key responsibilities include mentoring and coaching the Customer Service Team, developing and implementing customer service improvement initiatives, handling complex patron issues, overseeing retail and adoption services, and maintaining financial and operational records. The Customer Service Manager acts as a vital member of the leadership team, influencing the organizational culture to motivate and retain high-quality staff, fostering department collaboration, and representing IndyHumane positively in both internal interactions and public-facing communications. This role requires excellent communication skills, proficiency with data management software, and the ability to manage multiple priorities in a fast-paced environment. Candidates should be passionate about animal welfare and committed to advancing IndyHumane’s mission through outstanding customer service and team leadership. This dynamic leadership opportunity offers an impactful career path for professionals seeking to contribute to meaningful animal welfare outcomes while advancing their skills in customer service management and operational leadership.
Job Requirements
- Weekend and early evening availability
- Must have a minimum of 3 years of experience in a customer service-related field
- Must be proficient using a computer including Microsoft Office and email
- Ability to learn data management software such as ShelterLuv, Excel, or other equivalent databases
- Must possess excellent oral and written communication skills
- Excellent organizational skills
- Ability to multi-task in an ever-changing environment
- Possess conflict resolution skills
- Minimum education of high school diploma or GED or equivalent experience
- Some college preferred
- Must have a valid driver’s license
- Must be able to lift at least 50 lbs
Job Qualifications
- Minimum of 3 years of experience in a customer service-related field
- Excellent oral and written communication skills
- Strong organizational skills
- Proficient computer skills including Microsoft Office and email
- Ability to learn data management software such as ShelterLuv, Excel, or equivalent databases
- Excellent critical thinking skills
- Ability to multi-task in a changing environment
- Conflict resolution skills
- Demonstrated ability to create a positive and professional environment for patrons and staff
- High school diploma or GED or equivalent experience
- Some college preferred
- Valid driver’s license
Job Duties
- Manage and mentor a team of at least 4 employees as well as customer service volunteers
- Establish positive rapport with patrons, volunteers and IndyHumane staff to maintain a positive and successful work environment
- Manage all aspects of adoptions, dog park, and retail sales
- Assist staff with resolving complex patrons issues
- Interview, hire, and train new customer service representatives
- Evaluate employee job performance and encourage team development
- Submit daily financial reports to the Chief Financial Officer
- Enhance customer service procedures and policies to improve customer satisfaction and department efficiency
- Work closely with the Senior Director of Operations to develop customer service improvement initiatives
- Represent IndyHumane in marketing opportunities, including social media
- Support operational improvements and resolution of problems to deliver a high level of customer service
- Create, implement, and monitor projects and activities in collaboration with the Senior Director of Shelter Operations and other stakeholders
- Train the customer service team on how to counsel patrons appropriately
- Assign and check that all daily tasks are completed by the customer service team
- Assist with daily movement and auditing of animals in our care
- Return customer service-related emails and phone calls in a timely and professional manner, counseling when needed
- Oversee retail operations including ordering, purchasing, and inventory management
- Oversee all customer service projects and tasks, including animal adoptions, post-adoption follow up, microchip auditing, dog park record keeping, required reporting to funders and partners, and financial record keeping
- Use strong communication skills in-person and through electronic mediums such as phone calls, emailing, and scheduling systems
- Communicate and be knowledgeable on animal welfare and programs related to IndyHumane
- Work safely and professionally with the primary goal of acting in the best interest of the animals in our care
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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