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Assistant Supervisor - Part time - murphysboro IL
Department: Call Center & Adoption Support, Operations on Weekends
Reports To: Director of Communication & Grants
Location: Wright-Way Rescue, Murphysboro, Illinois (Onsite)
Position Type: Full-Time
Wage: $16 + /hour based on experience
Position Summary
Wright-Way Rescue is seeking a full-time Assistant Supervisor to provide hands-on leadership, staff support, and operational oversight for our Admissions & Medical Campus in Murphysboro, Illinois. This position supports the Call Center & Adoption Support team and Care Giving team, with a particular focus on weekend operations, staff supervision, and ensuring continuity of daily activities.
Serving as a working team leader, the Assistant Supervisor balances direct call center support with overseeing caregiver staff, assisting with incoming transports, managing internal and external escalations, and addressing real-time operational needs. This individual serves as a key point of contact for staff and leadership, helping maintain appropriate staffing coverage, promote accountability, and ensure established procedures and responsibilities are carried out effectively.
The ideal candidate is organized, compassionate, customer-focused, and confident in making sound decisions in a fast-paced animal welfare environment. Strong communication, problem-solving, and leadership skills are essential, as this role requires balancing competing priorities while providing exceptional service and support to adopters, fosters, volunteers, donors, veterinary partners, and internal departments.
The Assistant Supervisor plays a vital role in supporting Wright-Way Rescue’s mission of animal rescue, adoption, and community outreach by promoting accountability, effective teamwork, and consistent, high-quality service. During weekend operations and adoption hours, this individual provides leadership across assigned teams, supports daily logistics, resolves escalated concerns, and helps ensure the safety, efficiency, and effectiveness of campus operations while fostering a positive experience for staff, adopters, visitors, and other members of the Wright-Way Rescue community.
Essential Responsibilities
Team Leadership & Supervision
Lead, motivate, and support Call Center staff to deliver exceptional customer service.
Monitor daily facility operations, staffing levels, and workflow to ensure service goals are met.
Provide training, onboarding support, coaching, and performance feedback to team members.
Escalate operational concerns, trends, recommendations, and ideas to the Director of Communication & Grants.
Serve as a resource for staff questions regarding policies, procedures, customer interactions, and adoption-related matters.
Serve as the first point of escalation for customer concerns and complex situations.
Foster a positive, collaborative, and mission-driven work environment.
Identify opportunities for workflow improvements and process enhancements.
Weekend Operations & Escalation Management
Serve as the primary Call Center and Care Giver leader during weekend hours.
Oversee weekend communication operations and ensure adequate support is available for staff, adopters, fosters, volunteers, and visitors.
Manage and resolve escalated customer concerns professionally and effectively.
Support adoption operations by ensuring accurate information is communicated to adopters and visitors.
Collaborate with adoption, admissions, medical, transport, and leadership teams as needed.
Make informed decisions that support both customer satisfaction and organizational policies.
Ensure weekend operations remain organized, responsive, and efficient.
Customer Service Management
Ensure timely and professional handling of incoming calls, emails, text messages, social media inquiries, and customer concerns.
Assist with daily logistics and operational needs as escalations occur.
Address concerns from adopters, fosters, volunteers, donors, veterinary partners, and community members with empathy and professionalism.
Resolve customer issues while maintaining compliance with organizational policies and procedures.
Maintain high standards for communication quality, accuracy, and responsiveness.
Track and follow up on unresolved cases to ensure satisfactory outcomes.
Maintain accurate records and documentation of customer interactions.
Sensitive Case Management & Communication
Assist with managing and documenting complex, sensitive, and high-impact cases involving serious medical conditions, behavioral concerns, animal welfare issues, quality-of-life assessments, and end-of-life care decisions.
Communicate professionally, compassionately, and accurately with staff, adopters, foster families, volunteers, and community members regarding difficult situations, including disease management, terminal diagnoses, medical treatment plans, and humane euthanasia decisions.
Serve as a liaison between customers, foster families, veterinary staff, and organizational leadership to ensure timely, consistent, and transparent communication regarding sensitive animal care matters.
Provide emotional support, educational resources, and appropriate guidance to individuals navigating challenging pet health, behavioral, or welfare-related situations while maintaining empathy and professionalism.
Support organizational crisis communications by delivering accurate information regarding disease outbreaks, quarantine protocols, medical recommendations, and other animal health concerns in accordance with organizational policies.
Escalate urgent or complex cases to veterinary and leadership teams as appropriate and maintain thorough documentation of communications, decisions, and outcomes.
Demonstrate professionalism, sound judgment, and emotional resilience when working with challenging situations inherent to animal rescue, including cases involving neglect, abuse, severe illness, injury, and humane euthanasia.
Collaborate closely with veterinary and operations teams to ensure adopters and foster families receive clear, consistent guidance regarding diagnoses, treatment recommendations, recovery expectations, and quality-of-life considerations.
Adoption Knowledge & Support
Maintain a strong understanding of Wright-Way Rescue's adoption process, programs, policies, and procedures.
Provide guidance to adopters regarding available animals, adoption requirements, adoption events, and next steps.
Stay informed about current adoption promotions, special events, and organizational initiatives.
Support adoption efforts by ensuring accurate information is communicated across all customer-facing channels.
Assist with promoting adoption opportunities and increasing community engagement with adoptable animals.
Social Media & Community Engagement
Assist in promoting adoption events, available animals, and organizational initiatives through social media platforms.
Participate in and facilitate social media live videos showcasing adoptable pets, adoption events, and special initiatives.
Monitor and respond to social media comments, messages, and public inquiries in a professional and timely manner.
Help increase engagement and visibility for adoption opportunities and community events.
Collaborate with the Marketing & Development team to ensure messaging remains professional, accurate, and aligned with organizational goals.
Identify opportunities to highlight success stories, adoption events, lifesaving efforts, and community partnerships through digital engagement.
Serve as a positive public representative of Wright-Way Rescue across communication channels.
Operations & Quality Assurance
Monitor key performance indicators, including call volume, response times, customer satisfaction, and case resolution rates.
Identify process improvement opportunities to enhance efficiency and service quality.
Assist the Director of Communication & Grants with developing and maintaining call scripts, email templates, knowledge base resources, and standard operating procedures.
Conduct regular quality assurance reviews and provide constructive coaching and feedback.
Assist in implementing new systems, technologies, communication tools, and workflow improvements.
Administrative Duties
Maintain accurate records of customer interactions and case resolutions.
Prepare reports related to Call Center performance and service metrics.
Coordinate communication between departments, including staff, adoption, foster, veterinary, transport, admissions, and development teams.
Monitor shared inboxes and communication channels.
Ensure compliance with organizational policies, confidentiality standards, and data management practices.
Support special projects and organizational initiatives as assigned.
Mission Support
Represent Wright-Way Rescue professionally and compassionately in all interactions.
Promote the organization's mission, programs, and services to the public.
Assist during emergency situations, disease outbreaks, high-volume events, or crisis communications as needed.
Support adoption events, fundraising initiatives, and community outreach efforts when appropriate.
Serve as a leader who exemplifies Wright-Way Rescue's commitment to lifesaving and exceptional customer service.
Qualifications
Required
High school diploma or equivalent; associate's or bachelor's degree preferred, but not required.
Minimum two (2) years of customer service experience.
Minimum one (1) year of leadership, supervisory, or team lead experience, preferred but not required.
Strong verbal and written communication skills.
Strong conflict resolution, problem-solving, and interpersonal skills.
Proficiency with customer service software, phone systems including 8x8, social media platforms.
Ability to multitask and remain organized in a fast-paced environment.
Ability to handle emotionally sensitive situations with professionalism and empathy.
Passion for animal welfare and commitment to Wright-Way Rescue's mission.
Preferred
Experience in a call center environment, strongly preferred.
Experience working in a nonprofit, animal welfare, veterinary, sheltering, or rescue organization, strongly preferred.
Knowledge of adoption, foster care, transport, and animal rescue operations, strongly preferred.
Bilingual communication skills.
Wright-Way Rescue recognizes that valuable candidates may bring a variety of experiences and backgrounds. Candidates who may not meet every listed qualification are encouraged to apply. We are willing to train the right candidate who demonstrates strong leadership potential, customer service skills, and a commitment to our mission.
Key Competencies
Leadership and team development
Customer service excellence
Problem-solving and decision-making
Conflict resolution
Time management and organization
Attention to detail
Adaptability and resilience
Compassion and professionalism
Written and verbal communication
Ability to manage sensitive and emotionally complex situations
Physical Requirements
Ability to sit, stand, and use a computer and telephone for extended periods.
Ability to occasionally lift up to 25 pounds.
Ability to work evenings, weekends, and holidays as needed.
Ability to support adoption events and organizational initiatives as required.
Work Environment
This position operates in a dynamic rescue environment where priorities may shift based on operational needs, animal care requirements, emergency situations, and community support activities. The Assistant Supervisor must be comfortable working in a mission-driven organization dedicated to improving the lives of animals and the people who care for them before they arrive in their forever homes.
What Success Looks Like
The successful Assistant Supervisor will build confidence within the team, improve operational efficiency, provide exceptional customer service, strengthen communication across departments, and create a positive experience for adopters and community members. This individual will serve as a leader, coach, problem solver, and ambassador for Wright-Way Rescue while helping advance our lifesaving mission and supporting adoptions through direct customer interactions, staff development, and community engagement efforts.
To apply for this position please email employment@wright-wayrescue.org to apply
Veterinary Assistants - PART Time - Morton Grove, IL
Wright-Way Rescue is looking for a veterinary assistant for it's veterinary clinic. Spaying and neutering, shelter medicine, and affordable care for the public are some of the main services that our on-site veterinary clinic makes possible.
Starting at $15+ /hour based on experience in a clinic.
Position Summary
In this position, you will join a veterinary team that provides vaccinations, veterinary services, and high quality, high-volume spay and neuter surgeries for public clients, adoption program animals, and other shelters/rescues.
Responsibilities:
Perform basic medical care including but not limited to: wrapping wounds, blood draws, medicating, vaccinating, nail trimming, SQ fluids, grooming needs, anal gland expression and microchipping under the direction of staff Veterinarian and in accordance with Spay and Neuter SOPs.
Have basic technical skills associated with anesthesia and surgical procedures: proper instrument use, sterile technique and surgical induction/recovery.
Assist in monitoring patients during surgery and post-surgery.
Assist in high volume vaccination and wellness clinics.
Assist with the daily medical care of shelter pets.
Responsible for maintaining the control substance logs.
Actively promote spay and neuter and educate clients on responsible animal ownership.
Perform daily cleaning of kennels, cages, surgery room and other work spaces.
Stocking supplies and assisting with inventory.
Preparing surgical packs and cleaning surgical equipment.
Maintain patient medical records in database.
Work and interact with volunteers and visitors to include, but not limited to: training, assigning work, answering questions, promoting Wright-Way Rescue's mission and assisting with their general needs.
Reconcile daily monetary transactions.
Other duties as assigned.
Skills & Experience:
Two years experience as a Veterinary Technician or have a Certified Veterinary Technician degree. Preference will be given to candidates with experience working as a Veterinary Technician in a high volume spay/neuter clinic or shelter environment.
Have a working knowledge of common medical terminology, transcription, and data entry.
Experienced in safe animal handling and restraining for pets.
Work with a positive outlook, upbeat, energetic and will take initiative. Represent the clinic in a professional and courteous manner at all times.
Provide excellent customer service via phone, email and in person.
Must be comfortable and able to handle dogs and cats, including those with health concerns/conditions as well as behavior conditions and feral cats. Be comfortable dealing with sick and injured cases.
Ability to make sound judgments and work independently in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands. Requires continual attention to detail.
Possess the desire to further one's knowledge of technician skills.
Professionally advocate Wright-Way Rescue's position on issues.
Ability to foster a cooperative work environment with all clinic staff.
Computer skills: Microsoft Office, email, Google Apps; as well as vet software and client databases.
Physical Requirements:
Must be able to routinely lift 50-75 pounds.
Must be physically able to perform strenuous physical activity on a daily basis including but not limited to: lifting, carrying, reaching, climbing ladders, stooping, squatting, cleaning and bending.
Effectively handle all species of animals with a variety of temperaments, varying in size and weights.
Ability to stand for long periods of time while performing work requiring concentration and manual dexterity.
Daily hours and days of the week may vary according to the needs of the department schedule, may include weekend, nights and holiday work.
To apply for this position, please email employment@wright-wayrescue.org
ICU Animal Caregiver - Part Time/Full Time - Murphysboro, IL
Position Summary: Being an ICU caregiver allows you to be an active part of the Wright-Way Rescue team that helps save the lives of ill and injured pets. This is also an incredible opportunity for those interested in gaining valuable technician experience. The ICU Caregivers will work closely with our veterinarians and ICU Manager to ensure the treatment plan for each animal as well as their daily care of followed closely. We structure treatment plans with each animal's well-being in mind and euthanasia decisions are based only on quality of life. The ICU lead must be able to provide medical care as directed and will be trained to understand procedures and perform general nursing skills without guidance.
Wage: $16/hour
Responsibilities:
Relate professionally to Veterinary staff, Management and other departments regarding the health of clinic patients.
Maintain the ability to follow policies and procedures set by the ICU Lead.
Be willing to learn general medical terminology, transcription and data entry.
Maintain appropriate standard of care protocols: clean housing, fresh food, fresh water, clean litter box, new bedding.
Perform proper medical restraint techniques for various species.
Have basic mathematical knowledge in order to properly dose medications and or fluids.
Report changes in a patient’s condition and pay close attention to detail.
Assist in phlebotomy, and lab work.
Skills and Experience:
Prior experience working in a Veterinary clinic or medical field preferred. Interest in medical required!
Demonstrates personal accountability to ensure that all responsibilities are completed effectively and in a timely manner.
Demonstrates approachability when dealing with the general public. Experience in interacting with the general public (customer service) preferred.
Demonstrates ability to create and encourage a positive work environment.
Strong interpersonal skills, i.e., ability to develop positive relationships with others and demonstrate sensitivity to the thoughts, feelings and perspectives of others.
Accurate, appropriate, clear and concise written and verbal communication skills. Strong listening skills.
To apply for this position, please email employment@wright-wayrescue.org
Adoption Counselor - Part Time - Morton Grove, IL
The adoption counselor position is responsible for providing assistance to adopters and retail store guests. This person will be cross-trained on how to take people through the adoption process, including animal introductions, and will also be trained to assist in our retail area. Must be available and flexible Thursday-Sunday with the occasional opportunity for other days. Excellent customer service skills needed!
Wage: $15+/hour based on experience
Adoption Counseling:
Go over all paper work with adopters, not limited to the adoption contract, animal medical records, spay/neuter procedures and more
Answer any and all questions adopters may have
Ability to use an iPad, point of sale system and being technologically savvy
Great customer service skills and keep a good yet friendly pace and demeanor when busy
Retail:
Participating in the day to day retail procedures which includes helping guests make purchases, completing transactions, returns/exchanges, explaining products, and filling and checking online orders
Our nonprofit organization is partially funded by our retail sales
Work with customers, staff, and volunteers and overseeing the retail area and making sure it is neat, organized, and stocked
Ability to use an iPad, point of sale system and being technologically savvy
Skills/qualifications:
The ideal candidate will:
Be passionate about animal welfare and the mission of Wright-Way Rescue
Demonstrate an ability to learn quickly
Display exceptional trustworthiness
Possess excellent customer service skills
Collaborate as a team member in a fast-paced setting
Be able to maintain productivity and professionalism when working individually
Work well under pressure and stressful conditions
To apply for this position, please email employment@wright-wayrescue.org
Transportation Driver - Murphysboro, Illinois
Wright-Way Rescue is looking for an individual to drive transports to and from our Southern Illinois Admissions and Medical Service Campus in Murphysboro, Illinois. This position offers flexibility in hours, while providing a dynamic working environment.
Wage: $16+/hour
Responsibilities may include:
Driving and rescuing animals from transport partners to our Murphysboro Admissions and Medical Service Campus, as well as driving pets from Murphysboro to Central Illinois.
Loading and unloading animals from the van
Driving transports early in the morning and/or not returning until the evening
Cleaning transport crates and transport vehicles
Driving transports and being outside in all types of weather
Being the face of Wright-Way Rescue and interacting with rescue partners
Must have a valid driver’s license and a good driving record
Must be 25 years of age or older
To apply for this position, please email employment@wright-wayrescue.org
Animal Caregiver - Part Time/Full Time - Murphysboro, IL
Caretakers have a hands-on role in the caring and cleaning of the animals at Wright-Way Rescue. Sanitation, cleanliness, and the ability to handle a physically demanding job are a key factor in this position. We are looking for workers with flexible scheduling.
Wage: $15/hour starting
Essential Duties:
Maintaining the cleanliness of the animal enclosures
Providing food, water, clean bedding and toys to canines and felines
Giving baths as needed
Ensuring sanitation protocols are being followed to maintain the health and wellness of the animals
Following the guidelines taught during training regarding safe animal interaction
Requirements:
Ability to stand for long periods of time while performing work
Ability to handle physically demanding situations
Be able to handle various sizes of dogs and cats
To apply for this position, please email employment@wright-wayrescue.org