Customer Care Coordinator

Michigan Humane; Detroit (MI); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

403(b) retirement

Paid time off

Flexible hours

Uniform allowance

Parental leave

Wellness program

Job summary

Michigan Humane is seeking a Customer Care Coordinator to answer a multi-line phone system and provide information on programs and services. The role requires scheduling, fee explanations, and directing callers to the correct MH resources with empathy and professionalism.

Ideal candidates have a bilingual Spanish/English ability, at least two years of college and 3+ years in a call center or customer service setting.

Qualifications

• Bilingual Spanish/English preferred to assist a diverse client base.
• Associate's Degree or two years of college coursework preferred.
• Minimum 3 years of call center or customer service experience.
• Experience handling a multi-line phone system or appointment software.
• Ability to work independently and in a team with good judgment.
• Empathy for animals and their owners with compassionate communication.

Responsibilities

• Answer phones promptly, set appointments, discuss fees and payment options.
• Counsel callers and provide information about MH resources and services.
• Schedule euthanasia or other appointments as needed.
• Direct callers to appropriate MH facilities for stray animals or lost pets.
• Provide information on adoptable pets and the donation process.
• Generate reports and enter data for adopted and shelter animals needing care.
• Promote MH programs and participate in events when requested.

Skills

Bilingual Spanish/English

Customer service experience

Multiline phone handling

Education

Associate's Degree or 2 years of college

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Job Details

Job Location: Chroma - Remote - Detroit, MI 48202

Position Type: Full Time

Job Title: Customer Care Coordinator

Location: Detroit, MI

Hours: Full-Time

Who We Are:

Michigan Humane is a non-profit animal welfare organization dedicated to improving and saving lives through compassionate care, community engagement, and advocacy for animals. For over 140 years, Michigan Humane has been providing compassionate care and advocacy for animals in need, including rescue, rehabilitation, and adoption services. With a team of dedicated professionals and volunteers, Michigan Humane works tirelessly to protect and advocate for the animals and families within our communities.

Why Work with Us:

We’re a mission-based organization, with a commitment to making a positive impact in the lives of animals and families within our communities. If this sounds like something you want to be a part of, we’d love to talk to you. In addition to being a part of an organization that truly makes a difference, there are plenty of additional reasons to consider joining us, including:

• Competitive salary and benefits
• Medical, Vision, and Dental Insurance
• 403(b) Retirement Savings Account
• Opportunities for professional development, growth, and continuing education
• A positive and collaborative work environment
• Work-life balance and flexible working hours (compressed work schedule option!)
• Paid Time Off & Holidays
• Human & Pet Bereavement
• Clinic discounts to up to 75% off services for your own pet(s)
• Relaxed dress code
• Wellness program with professional counseling services available to employees
• Animal food discount
• Free or discounted adoption fees to adopt a new friend
• Sabbatical Policy
• Uniform Allowance
• Paid Parental Leave
• Yearly performance reviews & employee engagement surveys
• Student Loan Relief Eligibility through Public Service Loan Forgiveness (PSLF) Program

The Customer Care Coordinator is responsible for answering a multi-line phone in a prompt and professional manner, providing information and answering questions regarding Michigan Humane (MH) programs and services.

Responsibilities:

• Answer phones. Set appointments, discuss fees, explain payment process, and submit request on the client’s behalf such as prescription refills and food orders. Explain MH procedures.
• Counsel callers and provide information about MH resources available to them.
• Provide counseling and/or schedule appointments for euthanasia services.
• Advise callers of the correct holding facility in their area for stray animals or where to go to look for their lost pets.
• Provide information to callers regarding adoptable pets at the MH, the adoption process, and donations
• Generate reports and complete data entry for all adopted animals and shelter animals needing medical care.
• Promote MH programs and general goodwill among clients and staff. Attend special fundraising and adoption events when requested.

Qualifications:

• Bilingual Spanish/English highly preferred
• Associate's Degree, or at least two years of completed college coursework preferred
• A minimum of 3 years Call Center or Customer Service experience
• Experience answering a multi-line phone and working with a computer-based appointment system (or similar application)
• Able to work independently with minimal supervision and cooperatively as a team.
• Good decision-making skills, strong emotional intelligence, and attention to detail
• Exhibit compassion towards animals and their owners, without judgement
• Prior experience counseling emotional callers would be a plus
• Microsoft Office skills, including Word, Excel and Outlook.

Join our team at Michigan Humane and make a positive impact, grow your skills and career, and be part of a compassionate and dedicated organization. Apply today!