Bilingual Pet Resource Center Specialist

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. We offer a friendly, professional work environment with a culture that promotes innovation, compassion and excellence.

Bilingual Pet Resource Center Specialist

Position Overview

Assist the public via phone and email support in our Pet Resource Center (PRC) and at the front desk in a compassionate, empathetic and professional manner in order to provide a consistent, positive and excellent experience every time. Efficiently handle incoming calls from multiple queues and make outbound callbacks, provide resources and information through compassionate counseling, schedule appointments for various AHS departments supported by the PRC, and collect and enter data using multiple databases. Ability to respond quickly to changes and expansions as needed to meet the ongoing needs of the organization and our customers. Some weekend and work from availability home required.

Essential Functions

1. Answer inbound calls from multiple queues and make outbound callbacks in a timely, courteous, compassionate, and professional manner, always striving to provide an excellent experience every time to external and internal customers.
2. Provide organizational knowledge and resources to customers via phone, email and in-person regarding the programs and services provided by AHS and options for the customer.
3. Capture detailed and accurate information. Schedule appointments for various AHS departments including, but not limited to, surrenders, veterinary clinic services, thrift donation pick-ups, and others per PRC expansion.
4. Learn and follow new policies, procedures, and software for data collection.
5. Maintain clean, positive, productive and professional work environment.
6. 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

1. High school diploma or GED.
2. Minimum of two years of experience in a customer service OR call center position required.
3. Must possess excellent customer service and interpersonal skills.
4. Ability to perform accurately and efficiently in a fast-paced environment using multiple databases while conversing with customers.
5. Experience in social work or in human services preferred.
6. Bilingual English/Spanish required.

Education / Certifications / Licenses:

• High school diploma/GED

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

Knowledge / Skills / Abilities:

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

Mathematical Understanding of cash handling operations required.

Technical Data entry.

Other: Regular attendance, punctuality and access to reliable transportation required.

Work Environment / Physical Demands:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of the job. There may be occasional wet floors, animal noises, odors, and dander. Most time will be spent in a typical air conditioned and heated office environment.

Additional Information

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