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The Arizona Humane Society is seeking a dedicated and motivated Pet Resource Center Specialist to join our team. This role is crucial in supporting pet parents and good samaritans as they navigate the best options for caring for animals in our community. The Pet Resource Center Specialist will be responsible for efficiently handling a high volume of incoming calls from multiple queues, as well as making outbound callbacks. This position requires providing resources and information through compassionate counseling, scheduling appointments for various AHS departments supported by the Pet Resource Center, and collecting and entering data using multiple databases. The ideal candidate will thrive in a fast-paced environment and possess a strong commitment to providing excellent customer service. In this role, you will be expected to respond quickly to changes and expansions as needed to meet the ongoing needs of the organization and our customers. You will also need to display mental and emotional resilience when faced with high-stress situations. The Pet Resource Center Specialist will work closely with both external and internal customers, always striving to provide an excellent experience. This position is full-time and may require working weekends. The work environment is primarily office-based, with occasional exposure to animal noises, odors, and dander, as well as wet floors. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Responsibilities
Handle constant incoming calls from multiple queues and make outbound callbacks.
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Provide resources and information through compassionate counseling.
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Schedule appointments for various AHS departments supported by the Pet Resource Center.
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Collect and enter data using multiple databases.
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Meet and exceed AHS, PRC, and individual goals/KPIs.
Requirements
High school diploma or GED required.
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Minimum of two years of experience in a customer service or call center position.
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Excellent customer service and interpersonal skills.
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Ability to perform accurately and efficiently in a fast-paced environment using multiple databases while conversing with customers.
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Ability to answer inbound calls from multiple queues and make outbound callbacks in a timely, courteous, compassionate, and professional manner.
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Ability to respond quickly to changes and expansions as needed to meet the ongoing needs of the organization and our customers.
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Ability to display mental and emotional resilience when faced with high-stress situations.
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Ability to work weekends.
Nice-to-haves
Benefits
Competitive salary
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Medical, Dental and Vision Plans
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Health Savings Account and Flex Spending Account options
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Free Employee Assistance Program
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Free Life Insurance, Short Term and Long-Term Disability
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401(k) with employer contribution
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Generous PTO program
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Up to 8 paid holidays per year
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Continuing education, including employer Fear Free Certification
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Discounts on veterinary services
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Discounted bus and light rail passes
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Employee Wellness Plans and Activities
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Eligibility for Public Service Loan Forgiveness (PSLF) program
