Client Resource Center Manager

Oregon Humane Society | Portland, OR

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Posted Date 1/30/2023
Description

About the Oregon Humane Society

Founded in 1868, Oregon Humane Society is the Northwest's oldest and largest animal welfare organization with one of the highest adoption rates in the nation. We are working toward our vision of a world where all animals are treated with compassion, kindness and respect. With campuses in Portland and Salem, OHS is an Oregon-based nonprofit that relies on donor support for its adoption, education, medical and humane law enforcement programs. Visit oregonhumane.org to learn more about how we’re creating a More Humane Society.

The Team

The Client Resource Center (CRC) is the primary point of contact for all of OHS focused on comprehensive, compassionate and immediate assistance to the entirety of our constituency. Team members have a wholistic view and understanding of OHS’ programs and services and how these can best serve the clients reaching out to OHS. The CRC helps facilitate the scheduling of a clients request and are responsible for providing external resources in regards to animal welfare, and helping clients navigate the complexities of pet ownership.  

The Position

The Client Resource Center Manager is responsible for management of the Client Resource Center at the Oregon Humane Society. Responsibilities include promoting positive interactions between OHS and the public, creating and implementing progressively successful client service programs and fostering collaboration and innovation within and across departments. This role manages, develops and motivates staff; prepares budget proposals; manages revenue and expenses; and develops systems and processes that maximize department effectiveness.

Essential Responsibilities

PERSONAL LEADERSHIP

  • Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
  • Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
  • Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.

TEAM LEADERSHIP & MANAGEMENT

  • Manage, support, and provide coaching feedback to team members, and create and sustain a work environment of mutual respect where team members strive to achieve excellence within their own team and embrace their role and responsibilities in advancing shared goals and priorities.
  • Manage day-to-day implementation and support for key activities including coordination with other teams implementing complementary activities.
  • Role model inclusive leadership, creating an environment where diverse viewpoints are welcomed and actively engaged.

LEARNING

  • Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
  • Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
  • Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.

INFLUENCE & REPRESENTATION

  • Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
  • Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels.
  • Leverage our best practices externally and grow OHS’ reputation as a leader in the animal welfare space.

PRIMARY RESPONSIBILITIES

  • Manage daily operations and provide leadership to the team. Develop and implement short and long-range plans, ensuring that plans are innovative, comprehensive, financially and operationally realistic, integrative and effective in meeting organizational and department goals. Provide clear direction and priorities to achieve a common vision within and across departments.  Ensure that roles and responsibilities are understood and carried out. 
  • Set meaningful and realistic goals, planning for and delivering results, thoroughly analyzing issues, dealing with conflicts in a collaborative manner, exercising exceptional judgment, promoting open and honest communication and role modeling OHS’ commitment to exceptional care of animals and clients.
  • Promote a culture of philanthropy and stewardship. 
  • Monitor progress and report outcomes and barriers to success in a timely and reliable manner.
  • Anticipate customer needs and continually search for ways to innovate and improve the customer experience at OHS. Manage emotionally charged situations with tact, empathy and respect. Maintain composure in the face of interpersonal conflict. 
  • Coach, develop, and empower staff members within department. Write and deliver performance appraisals, accurately assessing strengths and development areas for each assigned staff member. Set high standards of performance. Give timely and specific feedback.  Role model accountability and hold others accountable for high performance levels on a consistent basis.  Recognize and reward contributions. Manage employee development and performance ethically and legally. Continuously develop self.
  • Work in partnership with Operations team members to achieve win/win resolutions for the good of OHS.
  • Design, develop and implement department standards, work processes, systems and procedures for accomplishing work within the Client Resource Center.
  • Address difficult issues, standing firm when necessary and adjusting perspectives when appropriate. 
  • Prepare and convey written information in a clear and effective manner. Prepare and deliver presentations to internal and external audiences.
  • Identify and cultivate relationships with key stakeholders within and outside OHS. Build strong external networks with people in the animal welfare profession. Represent OHS’s interests in a professional and positive light.
  • Effectively utilize volunteer resources and adhere to all OHS volunteer guidelines. 
  • Act as a catalyst for change by showing understanding of the issues relevant to OHS and the business of animal welfare. Keep knowledge up to date. Use financial and quantitative information to make effective and informed decisions. Make decisions under conditions of uncertainty. Use expert resources when appropriate.
  • Attend required meetings and act as a liaison for the Client Resource Center.
  • Hiring, training, coaching, and leading CRC agents as they provide support for customers.
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers or handling issues that cannot be fielded by representatives
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach team regarding processes and practices, and explain expectations to employees.
  • Collaborate with other management team members in identifying trends and establishing CRC goals.
  • Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Taking on other tasks or projects to support employees, other managers, and CRC operations.
  • Other duties as assigned.

Other duties as assignedSUPERVISOR RESPONSIBILITY

Supervises: Client Resource Center staff

 

 

Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.

  • 3 years experience managing staff  
  • 3 years call center experience  
  • Experience building and developing a program from the ground up.
  • Knowledge of and experience with many breeds of dogs, cats and small animals, common health concerns and general shelter practices.   
  • Proficient in data analytics and reporting.  
  • Able to work weekends and evenings. 
  • Able to collaborate and communicate effectively with technical, internal and external audiences, leveraging a variety of communication channels. 
  • Able to recognize key functional dependencies across the organization and identify solutions when needed. 
  • Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff and volunteers.
  • Proficiency using the Microsoft Office Suite, including Outlook, Word, Excel.
  • Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, respectful and professional manner.

 

Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional and respectful in all circumstances.

 

WORKING CONDITIONS

  • Work is performed in an office and medical center/animal shelter environment.
  • Travel between the two campuses may be required.
  • Working at both campuses may be required.
  • Occasional weekend and evening work may be required.
  • Animal contact and related injuries may occur.
  • Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations.
  • Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion.
  • Contact with angry or emotional people may occur.

 

PHYSICAL REQUIREMENTS

  • Occasional lifting and moving of inanimate objects weighing up to 50 lbs.
  • Occasional pushing and pulling of carted items weighing up to 100 lbs.
  • Occasional moving items above shoulder level.
  • Occasional use of hands and arms at or above shoulder level.
  • Prolonged standing, sitting and/or stooping may occur.
  • Occasional climbing and bending.
  • Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash on an occasional basis.
  • Must be able to remain in a stationary position for prolonged periods.
  • Ability to respond and perform life saving techniques in an emergency.

 

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

 

Equal Employment Opportunity

Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

 

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

Listing Type
On-Site
Categories
Nonprofit
Position Type
Full Time
Experience Level
Mid Level
Employer Type
Direct Employer
Salary
68200-81000
Salary Type
/yr.

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