Customer Service Supervisor

The Customer Service Supervisor is a leader and an integral member of the Resort leadership team. The CSS reports to the Resort Manager and General Manager. The primary responsibility of this role is to own the pet care experience and ensure our service model is being executed at all times by creating a culture that both WOWS and DELIGHTS the pet and their parent. The CSS is responsible to gather and analyze factual information in order to make sound judgment calls. Following all service failures, it’s the responsibility of this role to work cross-functionally with the General Manager, Resort Manager, and field operations leaders to identify the root cause, resolve the issue, and implement action plans for future success. This role directly leads the efforts of our Kennel, Day Care, Grooming, Dog Training, and Maintenance teams.  

Job Duties and Responsibilities

Leadership and Planning

• Works cohesively with the General Manager, Resort Manager, and field leadership team to establish, set and execute goals within their department.
• Responsive, respectful and able to get others onboard with own actions.  Able to see the big picture.
• Projects a professional image to resort team, clients, support center team and other supervisors.  Dress/Demeanor/Language.
• Acts as a champion for change and adapts to evolving work environments, work priorities and organizational needs.
• Fosters a culture of positivity & flexibility within the resort team.
• Exhibits our Servant Leadership Attributes: Candid, Passionate, Empowers Others, Caring, Serves Others, Fair.
• Works in tangent with the Resort Manager and General Manager to keep employees accountable for their performance, actions and creating a culture of accountability within the resort.
• Works cross-functionally with the Resort Manager to ensure consistency in excellence within the client and pet care journey.

Operations

• Performs quality checks and reviews of client files and run cards.
• Educates and ensures compliance of employees on resorts financial policies and procedures, and cleanliness and safety compliance programs and responsibilities.
• Keeps the team apprised of client feedback and all operational audit scores.
• Monitors computer systems and works with HelpDesk to resolve technical systems/equipment issues.
• Understands day-to-day duties of each department and position.  May be asked to fill in on an emergency basis when needed.
• Responsible for the creation, implementation and execution of all operational processes and procedures (SOP) under the direction of the General Manager.
• Assists with planning and implementing all events.
• Assists with all social media posts.
• Ability to work flexible hours, including mornings, weekends, evenings and holidays.

People Management

• Leads the new employee training process for all operational roles; analyzes employee competency to graduate employee from training program.
• Aids in building and maintains a team through successful onboarding, training, and coaching as required. Uses candor and good judgment in evaluating readiness of internal promotions vs. external hiring. Actively coaches, corrects, mentors, motivates and develop team members.
• Implements performance-based incentive and rewards and recognition programs.
• Mediates conflict and maintains positive employee morale.
• Acts as Manager on Duty / on Call as needed.

Client Service/Pet Care

• Demonstrates and reinforces the highest level of pet care and client service.
• Trains staff on operational and safety initiatives and uses best practices.
• Manages client relationships.
• Drives client visits by providing the cleanest, safest, and most inviting pet care environment.

Financial

• Manages inventory and assists the General Manager in the annual inventory process.
• Successfully maintains operating supplies through effective ordering and cost control strategies within their department.

Qualifications: Knowledge, Skills, and Abilities

Knowledge 

• Supervisory and leadership experience       
• Multi-functional operations including budget and labor management·       
• Pet Care, Customer Service, and Operational Techniques      
• HR policies and protocol development·       
• Staff management including coaching, development, performance appraisals, and resolution management.

Skills

• Customer service best practices·       
• Interpersonal skills·       
• Business management skills including reporting and data analysis.
• Problem solving and conflict management skills.
• Excellent oral and written communication skills
• Organizational skills
• Basic computer skills (Microsoft Office, Email, and resort management software knowledge preferred)

Abilities       

• The ability to delegate responsibility and achieve set results.
• Must be able to handle multiple tasks and remain flexible with assigned duties.
• Capable of championing change and driving innovative programs in the resort
• Must be able to work well in team environment.
• Capable of quality decision making
• Demonstrates excellent time and task management.
• Demonstrates professional and courteous presentation with staff and clients.
• Perform basic math and understand finances and cost management.

 Work Environment ·      

• Move throughout the resort for extended periods of time (up to 10-12 hours per day).
• Move 50 lbs. for distances of up to 10 feet.
• Balance and move up to 25 lbs. for distances of up to 50 feet.
• Understand and respond to team members’ and guests’ requests in a loud environment.
• Perform basic math and understand finances and cost management.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Qualifications: Education/ Experience

• 3-5 years of experience in a manager role.
• 1-3 years of experience in a pet care role (veterinary, pet resort, dog training).
• Experience in a pet resort/hospital setting in positions of increased responsibility a plus.
• Access to reliable transportation.

Equal Employment Opportunity

It is the policy of the company to afford equal opportunities to all applicants and employees regardless of race, color, religion, sex, national origin, age, non-disqualifying disability, genetic information or status as a covered veteran in accordance with applicable state and local laws governing non-discrimination in employment.