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25 Apr 2022

Full-Time Office and Customer Care Manager

PAWS – Progressive Animal Welfare Society – Posted by PAWS Lynnwood, Washington, United States

Job Description

 

A Northwest leader in protecting animals since 1967, the Progressive Animal Welfare Society (PAWS) shelters homeless animals, rehabilitates injured and orphaned wildlife, and empowers people to demonstrate compassion and respect for animals in their daily lives.

Position Title:                Office & Customer Care Manager (Monday – Friday, 40 hours/week)

Accountable to:             Director, Human Resources and Customer Care

Purpose of Position:

To be the first point of contact for internal and external parties for PAWS, responsible for managing and supervising the business office functions at PAWS by addressing and managing questions/inquiries by phone, email, or in-person using established guidelines. Ensures smooth running of the PAWS office. Supervise, coordinate and train Customer Care Representative volunteers. Coordinate with the Director, Human Resources and Customer Care in ensuring an efficient Office and Customer Care operation.

Essential Responsibilities:

  • Serves as the main point of contact for PAWS Customer Care line by answering telephone calls and emails from internal and external customers and directing them to relevant departments/staff.
  • Leads the Customer Care Representative (CCR) team by ensuring all department updates are received and shared in a timely fashion, ensuring the CCR team is providing the most recent and relevant information.
  • Manage day to day office operations, overseeing administrative office functions and ensure office operations are organized and efficient.  Works with agency vendors to optimally support office functions.
  • Supervise and train new CCR team members on phone answering procedures and protocols. Coordinate volunteer schedules and ensure consistent schedule coverage.
  • Serves internal/external customers by providing organization information within established guidelines.
  • Maintains office services by organizing office operations and procedures, controlling correspondence, designing filing systems, reviewing, and approving supply requisitions, and assigning and monitoring clerical functions.
  • Responsible for coordinating, updating, and troubleshooting telephone system, phone tree and scripts and coordinating with vendor. Maintains, orders, and assigns phones and phone extensions as needed.
  • Manage all PAWS facilities keys: Issue/receive keys from staff ensuing key log is accurate and updated; maintain key inventory, may include electronic key fobs.
  • Manage security system access codes.
  • Manage and maintain employee name tag and apparel orders.
  • Manage PAWS authorized driver data and keep policies and SOPs updated with current insurance requirements.
  • Designs and implements office policies by establishing standards and procedures, measuring results against standards, and making necessary adjustments.
  • Monitor and maintain office equipment; inventory supplies and order replacement supplies as needed, including kitchen and water cooler supplies.

Other Responsibilities Include:

  • Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records.
  • Assists internal customers in resolving office equipment and supply requests and issues.
  • Maintains postage meter and supplies and equipment lease.
  • Serves as the main point of contact for office equipment service vendors.
  • Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement.
  • Reviews orders of office supplies for the main campus.
  • Reviews Amazon Prime orders that are over department specific thresholds.
  • Coordinate cleaning service and ensure office access two-times each week.
  • Coordinate and publish updates to monthly organization chart with input from Human Resources.
  • Keeps management and finance informed by reviewing and analyzing special reports; summarizing information; identifying trends.
  • Assists organization in achieving financial objectives by providing input to the Director of HR and Customer Care for the annual budget regarding office expenses, scheduling expenditures, analyzing variances, and initiating corrective actions.
  • Organize catering, coffee, or other refreshments as needed.
  • May perform other related duties as required.

Controls over Work:

The Office and Customer Care Manager works under the general direction of the Director, Human Resources and Customer Care and is expected to pursue the established duties without detailed supervision.

Written performance evaluations will be given after the first 90-days and annually thereafter.

Physical Demands:

The work requires long periods of sitting at a desk while using a computer, calculator, and other office equipment.

Requirements:

  • High school diploma, GED, or equivalent preferred
  • 3+ years in business office management or administrative assistance required
  • Proficient in MSOffice Suite: exceptional Excel and Word skills required
  • This is a Hybrid position. You must have the ability to work onsite at our main campus in Lynnwood, WA a minimum of three (3) days per week (Monday’s 8am-12pm, Tuesday’s 8am-12pm, and Thursday’s 8am-5pm, occasionally more for special projects)

Knowledge, Skills, and Abilities:

  • Comfortable learning new programs
  • Must have exceptional attention to detail
  • Strong organizational and time management skills, and ability to prioritize and work independently
  • Self-starter and able to work with minimal direction; operate with flexibility and quickly adapt in a fast-changing environment
  • Demonstrated excellent communication, interpersonal, and customer service skills
  • Strong problem-solving skills and analytical abilities
  • Must exemplify the values of the organization in all interactions with coworkers and members of the public, including respect, trust, compassion, commitment, and courage
  • Must be willing to work in a dog–friendly office.

BENEFITS:

Generous benefits available including health/vision/dental/disability/life insurance, 403(b) with Company contribution and match, paid time off, paid holidays, Employee Assistance Program, pet supply discounts, and discounts for veterinary services.

EQUAL EMPLOYMENT OPPORTUNITY:

PAWS is an equal opportunity employer. PAWS employment decisions are made based on merit and business needs. PAWS is committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, regardless of actual or perceived race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. We celebrate diversity and are committed to creating an inclusive environment for all employees. People of Color and Members of the LGBTQ+ community are strongly encouraged to apply.

All PAWS positions receive written performance evaluations after the first 90 days and annually thereafter.

APPLICATION PROCESS:

Please visit our online applicant page to upload your resume & cover letter and fill out the required information.

PAWS | Progressive Animal Welfare Society Job Posting | PAWS

Upload your resume & a written explanation detailing examples of how you have utilized your Excel and Word skills in support of office management functions.

Only Complete Application Packets will receive consideration.

Application materials must be received by May 18, 2022.

 

Note: Under the provisions of the Immigration and Reform Act of 1986, the successful candidate will be required to provide both evidence of identity and eligibility for employment.

 

All Offers of Employment are Conditional, based on successful completion of reference and background checks.

How to Apply

APPLICATION PROCESS: Please visit our online applicant page to upload your resume & cover letter and fill out the required information. PAWS | Progressive Animal Welfare Society Job Posting | PAWS   Upload your resume & a written explanation detailing examples of how you have utilized your Excel and Word skills in support of office management functions.   Only Complete Application Packets will receive consideration. Application materials must be received by May 18, 2022.

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 40,000 - 60,000.

Job expires in 22 days.

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