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The position supports animal adoptions and animal-flow efficiency by ensuring high-quality adoption protocols, coaching staff, resolving complex patron issues, and maintaining positive relationships with patrons, volunteers, and internal stakeholders. Responsibilities include managing adoptions, dog park, retail sales, staff recruiting and training, daily financial reporting, improving customer service procedures, overseeing diverse customer service initiatives, and coordinating safe, professional operations that prioritize the animals in care.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":16,"@type":70,"position":76},"https://docshare.wps.com/template/resumes/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/customer-service-manager-job-description-269444/269444/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/customer-service-manager-job-description-269444/269444.png","ImageObject",442,249,{"name":88,"@type":89},"Ivy","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-17","2026-09-15",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",6,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the main purpose of the Customer Service Manager position at IndyHumane?","Question",{"text":109,"@type":110},"Uphold IndyHumane’s mission by managing the Customer Service Team through multidepartmental collaboration, enabling effective animal adoptions and smooth animal flow, while delivering excellent service to patrons.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"What leadership and coaching responsibilities are included?",{"text":114,"@type":110},"The manager provides ongoing coaching, guidance, motivation, and conflict resolution, influences organizational culture, develops relationships across teams, and contributes to agency planning with the leadership group.",{"name":116,"@type":107,"acceptedAnswer":117},"Which key duties must be performed day to day?",{"text":118,"@type":110},"The role manages adoptions, dog park, and retail sales; resolves complex patron issues; interviews and trains representatives; monitors daily tasks; returns customer inquiries by email and phone; and supports animal movement and auditing.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},269444,1790203640,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":15,"category_name":16,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":73,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":140,"read_time":9},549758252649,"https://ap-avatar.wpscdn.com/avatar/8000253669c5317157?_k=1778319167496531819","7929 Michigan Road Indianapolis, [IN 46268 | www.indyhumane.org](IN 46268 | www.indyhumane.org)  \nCustomer Service Manager  \nJob Description  \nJob summary  \nThe Customer Service Manager’s key focus is to uphold IndyHumane’s mission through multidepartmental collaboration and overall management of the Customer Service Team to facilitate animal adoptions and help with animal flow efficiently and effectively. The primary focus will be on providing excellent customer service to all Patrons while being fully competent on animal welfare/adoption trendsand best practices. Position will work to ensure that animals in our care go to appropriate loving homes. The Customer Service Manager works directly with the Sr. Director of Shelter Services to ensure high quality adoption protocols and procedures. Collaborating with the Sr. Director of Shelter Services, the Customer Service Manager will provide continued coaching, guidance, motivation, and conflict resolution to the Customer Service Team.  \nLeadership Qualities  \n• Ability to Influence organizational culture to ensure it is appropriate and effective to achieve the mission of the organization and motivate and retain quality staff.  \n• Develop productive relationships with all team members of IndyHumane to increase collaborations and reduce inefficiencies.  \n• Serve as a vital member of the leadership team by staying abreast of agency-wide issues and contributing to the development and achievement of the agency’s long-term vision and shortterm operating plans.  \n• Develop an effective relationship with the IndyHumane board, responding to information requests in a timely manner.  \n• Always represent IndyHumane in a professional manner, providing excellent service to both internal and external stakeholders and presenting a positive image of IndyHumane.  \n• Uphold the values and mission of IndyHumane and serve as a role model for effective, collaborative leadership.  \nDuties and Responsibilities  \n• Manage and mentor a team of at least 6 employees as well as Customer Service Volunteers  \n• Establish positive rapport with Patrons, Volunteers and IndyHumane staff to maintain a positive and successful work environment  \n• Manage all aspects of adoptions, dog park, and retail sales  \n• Assist staff with resolving complex Patrons issues  \n• Interview, hire, and train new Customer Service Representatives  \n• Evaluate employee job performance and encourage team development  \n• Submit daily financial reports to the Chief Financial Officer  \n• Enhance customer service procedures and policies to improve customer satisfaction and department efficiency  \n• Work closely with the Sr. Director of Shelter Services to develop customer service improvement initiatives  \n• Ability to represent IndyHumane in marketing opportunities, including social media and television  \n• Support operational improvements and resolution of problems to deliver a high level of customer service  \n• Create, implement, and monitor projects and activities in collaboration with the Director of Shelter Operations and other stakeholders  \n• Training the Customer Service Team on how to counsel Patrons appropriately  \n• Assigning & checking that all daily tasks are completed by the Customer Service Team  \n• Assisting with daily movement and auditing of animals in our care  \n• Returning customer service-related emails and phone calls in a timely and professional manner Counseling when needed  \n• Ordering and inventory of all retail  \n• Oversight of all Customer Service projects and tasks. These projects include but are not limited to owner surrenders/animal intake, animal adoption, post adoption follow up, microchip auditing and investigation, lost and found reporting, Dog Park member records, Pets for the Elderly, Veterans Programs, and our partnership with Companion Protect Pet Insurance.  \n• The Customer Service Leader’s communication skills should include both in-person interaction and electronic mediums (i.e., phone calls, emailing","cbCainqQdC9GwT5l","https://ap.wps.com/l/cbCainqQdC9GwT5l","pdf",149073,"English","# Job summary\n# Leadership qualities\n# Duties and responsibilities\n# Minimum requirements\n# Disclaimer","[{\"question\":\"What is the main purpose of the Customer Service Manager position at IndyHumane?\",\"answer\":\"Uphold IndyHumane’s mission by managing the Customer Service Team through multidepartmental collaboration, enabling effective animal adoptions and smooth animal flow, while delivering excellent service to patrons.\"},{\"question\":\"What leadership and coaching responsibilities are included?\",\"answer\":\"The manager provides ongoing coaching, guidance, motivation, and conflict resolution, influences organizational culture, develops relationships across teams, and contributes to agency planning with the leadership group.\"},{\"question\":\"Which key duties must be performed day to day?\",\"answer\":\"The role manages adoptions, dog park, and retail sales; resolves complex patron issues; interviews and trains representatives; monitors daily tasks; returns customer inquiries by email and phone; and supports animal movement and auditing.\"}]","Customer Service Manager - Job Description | PDF",1789452044]