Make an Impact Where Compassion Meets Community.
Are you a strong leader with a passion for customer service and animal welfare? The Animal Protection Society of Durham (APS) is seeking a Customer Service Manager to lead our front desk and public-facing operations in a fast-paced, mission-driven shelter environment.
In this role, you will shape the experience of every visitor who walks through our doors—ensuring compassionate service, efficient operations, and positive outcomes for animals and the community.
What You’ll Do.
Lead the Front Desk Experience:
- Oversee daily front desk operations, including walk-ins, calls, and inquiries.
- Create a welcoming, organized, and safe lobby environment.
- Implement and manage a triage system for intake, adoptions, and urgent cases.
Supervise & Develop Your Team:
- Lead, schedule, and support Customer Service Representatives.
- Coach, train, and manage team performance.
- Foster a positive, accountable, and mission-driven team culture.
Oversee Intake & Adoptions:
- Manage animal intake processes (owner surrenders, strays).
- Ensure smooth, consistent adoption experiences.
- Guide staff through sensitive and emotional public interactions.
- Handle escalated customer concerns with professionalism.
Collaborate Across Departments:
- Partner with Animal Care, Medical, Behavior, and Leadership teams.
- Ensure accurate, consistent communication with the public.
- Support coordination of animal movement and placement decisions.
Ensure Compliance & Efficiency:
- Maintain adherence to APS policies, procedures, and safety standards.
- Oversee documentation, data accuracy, and system use (e.g., Chameleon).
- Monitor front desk scheduling, staffing, and operational metrics.
- Support process improvements and SOP implementation.
What We’re Looking For:
- Strong leadership and team management skills.
- Exceptional customer service and conflict resolution abilities.
- Ability to remain calm and professional in high-stress situations.
- Highly organized with strong multitasking skills.
- Excellent communication and problem-solving abilities.
- Passion for animal welfare and community service.
Qualifications:
- High School Diploma or equivalent required (Bachelor’s preferred).
- 2–4 years of customer service experience (leadership experience strongly preferred).
- Experience in a fast-paced, high-volume environment required.
- Background in animal welfare, veterinary services, or nonprofit work is a plus.
Work Environment.
This role operates in a dynamic animal shelter environment:
- Frequent interaction with animals and the public.
- Exposure to noise, cleaning agents, and biological elements.
- Ability to stand/walk for extended periods.
- Ability to lift 30–50 lbs as needed.
- Flexibility to work weekends, holidays, or extended hours.
Why Join APS?:
At APS, you’re not just taking a job—you’re joining a mission to protect, care for, and rehome animals while serving our community with compassion and integrity.
Equal Opportunity Employer:
APS of Durham is committed to fostering an inclusive workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, veteran status, or any other protected status under applicable law.