Animal and Customer Care Assistant Manager

• Provide guidance and direction to Animal and Customer Care (ACC) staff.  Oversee the day-to-day duties with regard to the shelter and adoption center.
• Train new employees and volunteers in safe animal handling and all ACC processes and procedures. Oversee staff on proper cleaning protocols, MH husbandry standards, section checks, animal care, and customer service.
•  Ensure staff adhere to MH policies, protocols and procedures, managing team performance through coaching, individual meetings, and performance reviews.
• Supervise the use of the software system to ensure that animal records are entered accurately and properly retained.
• Coordinate with other locations to coordinate and transfer animals; assist with selecting and preparing animals for transfer to other locations or offsite events.
• Assist with management duties, such as opening or closing the Animal Care Center, ordering food and supplies, developing work schedules, completing customer call-backs, reporting maintenance concerns, etc.
• Manage escalated situations and responsible for problem-resolution involving customers, volunteers or staff, etc.
• Assist with animal health and behavioral concerns, consulting with medical and behavior teams on animal progress.  Oversee/implement enrichment protocols.
• Coordinate foster re-checks, foster families and volunteers.
• Perform animal care and enrichment duties alongside the ACC team, including cleaning, vaccine administration, intakes, adoptions, returns, euthanasia, and other processes.
• Provide excellent customer service by assisting customers, answering questions and explaining procedures and protocols. Responsible for escalated or more complex customer service situations.
• Strive to support clients beyond the first need by providing resources for Michigan Humane programs or other community resources.

Qualifications:

• Good supervisory and customer service skills and the ability to work independently
• Labor intensive, must be able clean, kneel, bend, stoop, etc. and lift 50lbs
• Must be flexible and able to handle changes in a fast-paced work environment
• Solid conflict resolution and problem-solving skills; attention to details
• Able to communicate clearly and provide direction to staff in high stress situations
• Exhibit compassion toward animals and their owners
• Ability to consistently adhere to prescribed protocols
• Required weekend schedule

Acquired Knowledge:

• HS diploma plus 1-2 years of relevant experience, including at least 12 months of animal care experience.
• Must possess knowledge of safe animal handling techniques
• Basic math and computer skills; proficient with Microsoft Office
• Knowledge of local, state, and federal regulations governing animal protection shelters, employers, and wildlife.