Now Hiring - Arizona Humane Society - Nonprofit And Ngo Pet Resource Call Center Specialist (WORK REMOTE) in Phoenix, AZ

Every pet deserves a good life. We save the most vulnerable animals and enrich the lives of pets and people. Our mission is made possible with the hard work of our valued employees. Named "Best Nonprofit" and "Best Place to Volunteer" by our community, we offer a friendly, professional work environment with a culture that promotes innovation, compassion and excellence. (Video)

Pet Resource Call Center Specialist

(WORK REMOTE from within AZ!)

COMBINE YOUR PASSION WITH PURPOSE with our Pet Resource Center Team (PRC)

Position Overview

Want to work from home and make a difference? Join our team to support pet parents and good Samaritans in identifying the best options to care for animals in our community. As part of the team, you will find great reward in helping supply resources to clients for injured, orphaned, stray, healthy, owned, and displaced animals by providing a kind and compassionate experience and helping them navigate difficult decisions.

In this role, you will efficiently handle constant, incoming calls from multiple queues, as well as make outbound callbacks, provide resources and information through compassionate counseling, schedule appointments for various Arizona Humane Society (AHS) departments supported by the PRC, and collect and enter data using multiple databases.

Essential Functions

• Answer inbound calls from multiple queues and make outbound callbacks in a timely, courteous, compassionate, and professional manner, striving to provide an excellent experience every time to external and internal customers.
• Provide organizational knowledge and resources to customers via multiple channels regarding the programs and services provided by AHS or provide additional options for the customer.
• Capture detailed and accurate information. Schedule appointments for various AHS departments.
• Demonstrate adaptability. Learn and follow new policies, procedures, and software.
• Meet/exceed AHS, PRC, and individual goals/key performance indicators.
• Other duties as assigned by department management.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

• Must live in Arizona and have a dedicated, secure home office area consisting of:
• High-speed Internet
• Space where others cannot hear voice conversations; free from background noise and other distractions
• Must be available to be scheduled from 7:30 am - 5:00 pm, including weekends.
• Minimum of two years of experience in a customer service OR call center position preferred.
• Excellent customer service and interpersonal skills.
• Ability to perform accurately and efficiently in a fast-paced environment using multiple databases while conversing with customers.
• Ability to respond quickly to changes and expansions as needed to meet the ongoing needs of the organization and our customers.
• Ability to display mental and emotional resilience when faced with high stress situations.
• Ability to work weekends.
• A positive attitude.

Education / Certifications / Licenses:

• High school diploma/GED

Experience: Call center, medical facility, animal shelter, human shelter/services, non-profit sector, customer service, sales, animal welfare preferred.

Knowledge / Skills / Abilities:

Language - Able to proficiently speak, read, write and understand both English and Spanish.

Technical - Data entry, efficient typing skills.

Other: Regular attendance, punctuality.

Work Environment / Physical Demands:

Continuous telephonic / computer work and data entry.

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of the job.

Additional Information

The Arizona Humane Society is an Equal Opportunity Employer and a participant in the E-Verify program. Pre-employment background check required.