Contact Center Specialist - Pet Resource Center

ARIZONA HUMANE SOCIETY; Phoenix (AZ); Hybrid; USD 40,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

Medical, Dental and Vision Plans

Health Savings Account and Flex Spend

Free Employee Assistance Program

Free Life Insurance, Short/Long-Term

401(k) with employer contribution

Generous PTO program

Up to 8 paid holidays

Discounts on veterinary services

Discounted transit passes

Employee Wellness Plans

Job summary

The Arizona Humane Society is seeking a dedicated Pet Resource Contact Center Specialist to assist pet parents and community members with resources and guidance. This hybrid role blends remote work with on-site activity at the South Mountain Campus, requiring a 8:00 am - 5:00 pm schedule and weekend availability.

You will handle high-volume calls, provide compassionate counseling, schedule appointments, and enter data across multiple databases.

Qualifications

• 2+ years on a customer service or call center role.
• Ability to counsel and refer resources compassionately.
• Bilingual English/Spanish preferred.

Responsibilities

• Handle inbound and outbound calls across multiple queues with courtesy and professionalism.
• Provide resources and information, schedule appointments, and enter data accurately.
• Meet or exceed KPIs and support weekend operations.

Skills

Customer service

Call center experience

Bilingual English/Spanish (preferred)

Excellent communication

Data entry

Multitasking

Education

High school diploma / GED

Tools

CRM/databases

Job description

The Arizona Humane Society is looking for a dedicated and motivated Pet Resource Contact Center Specialist to support pet parents and good samaritans navigate the best options to care for the animals of our community. This is a hybrid opportunity with a mix of working at home and at our South Mountain Campus, working a schedule 8:00 am - 5:00 pm(weekend availability required).

If you are a motivated individual who wants to help supply resources to clients for injured, orphaned, stray, healthy, owned, and displaced animals, please continue to read below.

Paws Up For Great Benefits!

• Competitive salary
• Medical, Dental and Vision Plans
• Health Savings Account and Flex Spending Account options
• Free Employee Assistance Program
• Free Life Insurance, Short Term and Long-Term Disability
• 401(k) with employer contribution
• Generous PTO program
• Up to 8 paid holidays per year
• Discounts on veterinary services
• Discounted bus and light rail passes
• Employee Wellness Plans and Activities
• Got student loans? Employment with AHS may qualify you for the Public Service Loan Forgiveness (PSLF) program!

A Day In The Life

The Pet Resource Contact Center Specialist is responsible for efficiently handling constant, incoming calls from multiple queues, as well as 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.

Job Requirements

• High school diploma / GED
• Minimum of two years of experience in a customer service OR call center position required.
• Bilingual English/Spanish preferred.
• Must possess 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 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.
• 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.
• Meet/exceed AHS, PRC, and individual goals/KPI's.
• Ability to work weekends.

Physical Demands/Work Environment

While performing the duties of this job, the employee is frequently required to sit. There is frequent use of hands and fingers to operate a keyboard, mouse, and telephone or headset. The employee must occasionally lift and/or move up to 10 pounds. 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. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Additional Information

The Arizona Humane Society is an Equal Opportunity Employer and a participant in the E-Verify program.

Ready to Join our team and make a difference every day?

Explore all of our current career opportunities here: Careers - Arizona Humane Society

Pre-employment background check is required.