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Posted : Monday, April 08, 2024 01:09 AM
*Job Title: Adoptions Manager*
*Department: Customer Service*
*Salary Range: *
*Job Code: Non-Exempt*
*Reports To: Director of Animal Initiatives*
*Job Status: Full-Time *
*Revision Date:* *January 4, 2024*
Recognizing that adopters are critical to HSWC’s success, the Adoptions Manager (AM) will serve as the liaison between adopters and the shelter.
To accomplish this, the AM oversees HSWC’s Adoption Department, maintaining a welcoming environment and ensuring a professional, consistent, and courteous experience for all visitors.
In this role, the individual supervises staff; creates, implements innovative, mission-based promotions; oversees all functions of Adoptions including but not limited to; on floor staff supervision, motivating staff, donor interface, dialogue-based adoption counseling, superior telephone service - handling incoming and outgoing phone calls; managing the retail store and is responsible for accurate and timely documentation of all transactions, department staff scheduling and team adherence to protocol and policies.
\* Sets and maintains high customer service standards and leads adoptions team in providing exceptional customer support.
\* Actively engages in open, dialogue-based adoption practices and assures that staff are following that same practice.
\* Proficient in applying Standard Operating Procedures and established polices to the Adoption Department’s daily operations · Hires, supervises, supports, and develops Adoptions personnel to meet or exceed established standards.
Provide individualized support and training for staff as needed.
Ensures all services are delivered in a professional manner.
· Motivates Adoptions staff, and encourages them to present new ideas, solutions and promotions.
· Operates within an established budget and manages inventory of customer service-related items.
· Oversees the retail area, including merchandise inventory, ordering and restocking of supplies, and retail displays.
· Engage visitors in HSWC’s vision and mission, via the promotion of events, fundraising opportunities, and programs.
· Fosters a sense of belonging to volunteers, especially those who work closely with Adoptions staff.
· Promotes discussing our animals with potential adopters in a positive light, keeping personal opinions and preferences aside.
· Works closely with Leadership Team to provide cross training opportunities.
· Makes himself/herself present on the adoption floor, facilitating adoptions, answering phones, showing animals, and greeting patrons as needed.
· Interacts with animals, handles individual animals in a caring and respectful manner.
· Fosters a positive work environment.
· Works in a manner that reflects a safe environment for animals, the public, volunteers, and other employees.
· Works in cooperation with leadership team on promotions and events such as rabies clinics, Wellness Clinics fundraising events, and adoption/awareness programs.
· Resolves elevated customer questions, concerns, and complaints in a timely manner.
· Audits all transactions and register at closing or opening for accuracy.
Audits all Adoption Department paperwork for accuracy.
· Oversees completion of Post Adoption Follow Up calls.
· Exhibits an attitude that we are one organization and advocates assisting other departments when the need arises (at times staff will need to jump in to assist another department.
) \* Schedules staff for offsite adoption events.
\* Provides staff training to improve their knowledge, skills and abilities when providing guidance during the adoption process and interacting with customers \* Plans and organizes all personnel activities; efficiently scheduling staff (managing PTO and Payroll), schedules performance reviews, resolves staff issues, is accessible to staff while maintaining a professional relationship.
· High School Diploma or GED.
· 3 yrs.
Supervisory and/or management experience required.
· Ability to work weekends and holidays.
· Basic knowledge of animal breeds, animal health, sex and age of animals.
· Advanced interpersonal and communication skills, even in tense (escalated) situations.
· Working knowledge of open admission shelter operations strongly preferred.
· Ability to work in a fast-paced environment and to pivot if departmental directives quickly change based upon the situation.
· Ability to expertly manage staff and lead volunteers.
· Ability to work with limited supervision and make decisions based on established policy/procedures.
· Advanced computer skills.
· Valid driver’s license (Insurable driving record) · Criminal record check void of felony arrests or convictions · Proof of rabies vaccination, positive titer in the last year, or ability to receive pre-exposure rabies vaccine within 90-day introductory period.
· Basic understanding of animal care standards, the humane treatment of animals, and positive animal training philosophies.
· Willingness to become trained and certified as a euthanasia technician if needed.
*Working Conditions* Work environment may have regular exposure to adverse environmental conditions, such as zoonotic disease, parasites, dirt, dust, pollen, odors, humidity, rain, fumes, temperature and noise extremes, pathogenic substances, animal attacks or animal bites.
The noise level in the work environment can be very loud.
Occasional lifting of up to 50 pounds with reasonable accommodation.
Standing on feet for 8 – 10 hours per day.
Computer usage.
_Employment Disclaimer: This job description is not a contract.
Management reserves the right to change its contents at any time.
The HSWC complies with guidelines set forth in the Americans with Disabilities Act of 1990 and does not discriminate based on race, color, religion, national origin, ancestry, sex, age, disability, or status as a disabled veteran or veteran of the Vietnam era.
This organization is an Equal Opportunity Employer.
The Humane Society of Washington County is an at-will employer.
_ Job Type: Full-time Pay: $16.
50 - $17.
00 per hour Benefits: * 401(k) matching * Bereavement leave * Dental insurance * Employee assistance program * Employee discount * Health insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Weekends as needed Ability to Relocate: * Hagerstown, MD 21740: Relocate before starting work (Required) Work Location: In person
To accomplish this, the AM oversees HSWC’s Adoption Department, maintaining a welcoming environment and ensuring a professional, consistent, and courteous experience for all visitors.
In this role, the individual supervises staff; creates, implements innovative, mission-based promotions; oversees all functions of Adoptions including but not limited to; on floor staff supervision, motivating staff, donor interface, dialogue-based adoption counseling, superior telephone service - handling incoming and outgoing phone calls; managing the retail store and is responsible for accurate and timely documentation of all transactions, department staff scheduling and team adherence to protocol and policies.
\* Sets and maintains high customer service standards and leads adoptions team in providing exceptional customer support.
\* Actively engages in open, dialogue-based adoption practices and assures that staff are following that same practice.
\* Proficient in applying Standard Operating Procedures and established polices to the Adoption Department’s daily operations · Hires, supervises, supports, and develops Adoptions personnel to meet or exceed established standards.
Provide individualized support and training for staff as needed.
Ensures all services are delivered in a professional manner.
· Motivates Adoptions staff, and encourages them to present new ideas, solutions and promotions.
· Operates within an established budget and manages inventory of customer service-related items.
· Oversees the retail area, including merchandise inventory, ordering and restocking of supplies, and retail displays.
· Engage visitors in HSWC’s vision and mission, via the promotion of events, fundraising opportunities, and programs.
· Fosters a sense of belonging to volunteers, especially those who work closely with Adoptions staff.
· Promotes discussing our animals with potential adopters in a positive light, keeping personal opinions and preferences aside.
· Works closely with Leadership Team to provide cross training opportunities.
· Makes himself/herself present on the adoption floor, facilitating adoptions, answering phones, showing animals, and greeting patrons as needed.
· Interacts with animals, handles individual animals in a caring and respectful manner.
· Fosters a positive work environment.
· Works in a manner that reflects a safe environment for animals, the public, volunteers, and other employees.
· Works in cooperation with leadership team on promotions and events such as rabies clinics, Wellness Clinics fundraising events, and adoption/awareness programs.
· Resolves elevated customer questions, concerns, and complaints in a timely manner.
· Audits all transactions and register at closing or opening for accuracy.
Audits all Adoption Department paperwork for accuracy.
· Oversees completion of Post Adoption Follow Up calls.
· Exhibits an attitude that we are one organization and advocates assisting other departments when the need arises (at times staff will need to jump in to assist another department.
) \* Schedules staff for offsite adoption events.
\* Provides staff training to improve their knowledge, skills and abilities when providing guidance during the adoption process and interacting with customers \* Plans and organizes all personnel activities; efficiently scheduling staff (managing PTO and Payroll), schedules performance reviews, resolves staff issues, is accessible to staff while maintaining a professional relationship.
· High School Diploma or GED.
· 3 yrs.
Supervisory and/or management experience required.
· Ability to work weekends and holidays.
· Basic knowledge of animal breeds, animal health, sex and age of animals.
· Advanced interpersonal and communication skills, even in tense (escalated) situations.
· Working knowledge of open admission shelter operations strongly preferred.
· Ability to work in a fast-paced environment and to pivot if departmental directives quickly change based upon the situation.
· Ability to expertly manage staff and lead volunteers.
· Ability to work with limited supervision and make decisions based on established policy/procedures.
· Advanced computer skills.
· Valid driver’s license (Insurable driving record) · Criminal record check void of felony arrests or convictions · Proof of rabies vaccination, positive titer in the last year, or ability to receive pre-exposure rabies vaccine within 90-day introductory period.
· Basic understanding of animal care standards, the humane treatment of animals, and positive animal training philosophies.
· Willingness to become trained and certified as a euthanasia technician if needed.
*Working Conditions* Work environment may have regular exposure to adverse environmental conditions, such as zoonotic disease, parasites, dirt, dust, pollen, odors, humidity, rain, fumes, temperature and noise extremes, pathogenic substances, animal attacks or animal bites.
The noise level in the work environment can be very loud.
Occasional lifting of up to 50 pounds with reasonable accommodation.
Standing on feet for 8 – 10 hours per day.
Computer usage.
_Employment Disclaimer: This job description is not a contract.
Management reserves the right to change its contents at any time.
The HSWC complies with guidelines set forth in the Americans with Disabilities Act of 1990 and does not discriminate based on race, color, religion, national origin, ancestry, sex, age, disability, or status as a disabled veteran or veteran of the Vietnam era.
This organization is an Equal Opportunity Employer.
The Humane Society of Washington County is an at-will employer.
_ Job Type: Full-time Pay: $16.
50 - $17.
00 per hour Benefits: * 401(k) matching * Bereavement leave * Dental insurance * Employee assistance program * Employee discount * Health insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Weekends as needed Ability to Relocate: * Hagerstown, MD 21740: Relocate before starting work (Required) Work Location: In person
• Phone : NA
• Location : 13011 Maugansville Road, Hagerstown, MD
• Post ID: 9084078518
