Animal Shelter Community Support Supervisor

The Community Support Department aims to keep pets with the people who love them by supporting pet owners in need. Community Support is also responsible for providing quality and efficient customer service to shelter visitors and clients, including assisting with the intake of stray animals and helping owners looking for lost pets. The Community Support Supervisor supports these efforts through the direct daily supervision of all department employees (Community Support Coordinators) to include motivating, recognizing and rewarding, coaching, and problem solving.  The Community Support Supervisor role is a working Supervisor position with the expectation that this person acts as an additional Community Support Coordinator. The Community Support Supervisor works closely with the Community Support Manager to research new ideas, implement changes to programs, and train and coach staff as needed.

Essential Functions:

• Provide daily direction, communication, and assistance with problem solving to employees so that clients are assisted in a timely, efficient, consistent and knowledgeable manner.
• Provide input to the Community Support Manager for evaluation of processes and procedures.  
• Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external clients.
• Provide performance feedback and coaching on a regular basis to each department member. Write and administer performance reviews for skill improvement in conjunction with the Community Support Manager.
• Assist with Community Support Coordinator duties on a regular basis.
• Work closely with the Community Support Manager to resolve client concerns.
• Coordinate with Fulton County Field Services to provide proactive assistance to pet owners in need.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Serve as back-up for every position and function in the department.
• Work collaboratively with all departments to ensure excellent customer service in all areas of the shelter.
• Support Community Support Coordinators to counsel the public on supporting their pets, rehoming assistance, and other community resources.
• Deliver services and programs with an open-minded and inclusive attitude. Treat each community encounter with respect, kindness, and compassion.

Qualification/Requirements:

• Proven leadership experience.
• Compassion for animals and their people.
• Passion for serving the community.
• Strong critical thinking and problem solving skills.
• Ability to supervise and motivate a team 
• Ability to communicate effectively to a variety of audiences.
• Excellent organizational skills.
• Excellent customer service skills.
• General animal behavior and care knowledge preferred.
• Flexible and able to handle multiple, competing priorities.
• Attention to detail and accuracy in communication, note documentation, and data entry.

Education/Training/Experience

• At least 3 years customer service management experience, preferably in a non-retail or non-restaurant environment.
• Degree or certificates in social work, social services, psychology, hospitality or related field; or, a combination of education and experience in relevant areas.
• Training certification in customer conflict resolution.
• Experience working with 
• Community outreach or advocacy experience.
• Animal experience preferred.

LANGUAGE SKILLS

Must be able to read and interpret policies and procedures. Must be able to communicate effectively to clients, coworkers, and volunteers and must possess good customer service skills.

REASONING ABILITY

• Must have the ability to interpret a variety of instructions in written or verbal form and to follow those instructions correctly.
• Working within standard guidelines and protocols, must have the ability to tailor each inquiry response to the individual situation.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Georgia driver’s license and ability to meet insurance underwriting guidelines required.

WORK ENVIRONMENT

While performing the duties of this job, employee may be exposed to a kennel that is not air-conditioned and may be exposed to unpleasant kennel smells.