Resource Center Specialist

Humane Society for Southwest Washington; Vancouver (WA); On-site; USD 55,790,044 - 59,743,756; Full time

Benefits offered by this job

Health insurance

Dental and vision insurance

401(k) with matching

Job summary

Humane Society for Southwest Washington (HSSW) in Vancouver, WA, is seeking a Resource Center Specialist to join our team as a full‑time, nonexempt professional. The role handles multi‑channel inquiries, delivers accurate program information, and supports clients seeking veterinary services, adoptions, and community resources.

The position requires at least one year in a customer service or call center setting, with strong communication and de‑escalation skills.

Qualifications

• At least 1 year of experience in customer service, call center, or high‑volume communications.
• Strong verbal and written communication skills.
• Ability to manage high‑volume, multi‑channel communication environments.

Responsibilities

• Serve as the first point of contact for inbound communications (calls, texts, email, web forms, and other channels).
• Manage high volumes of concurrent interactions while maintaining accuracy and professionalism.
• Gather information and document interactions accurately, even during high‑volume or concurrent contacts.
• Route inquiries to appropriate departments or staff based on workflows and protocols.
• Provide accurate information about HSSW programs, services, policies, and resources.
• Assist clients with veterinary services, admissions, adoptions, lost and found, and community programs.

Skills

Customer service

Communication skills

Multi-channel communication

Empathy

De-escalation

Organization

Job description

Resource Center Specialist – The Humane Society for Southwest Washington is currently seeking a full‑time, FLSA nonexempt opportunity to join our team. This organization has been the leader in animal welfare across Southwest Washington since 1897, with an annual operating budget of $15 million and shelter campuses in Vancouver and Longview, WA that serve more than 10,000 animals each year, providing high‑quality care, medical services, and compassion.

Through community‑based programs such as the Nierenberg Community Veterinary Clinic, the Sandra Richardson Miller Mobile Veterinary Clinic, the Swigert Family Behavior & Training Center, and free pet food and other essential resources, we serve more than 18,000 owned animals annually. Additionally, the ReTails Thrift Store, named Best Thrift Store in Clark County for eight consecutive years, provides vital funding for our mission.

We’re looking for team members who want to be part of something bigger: supporting pets, strengthening families, and shaping the future of animal welfare in Southwest Washington.

Key Responsibilities

• Serve as the first point of contact for all inbound communication (calls, texts, email, web forms, and other channels).
• Manage high volumes of concurrent interactions while maintaining accuracy and professionalism.
• Gather relevant information and document interactions accurately, even during high‑volume or concurrent contacts.
• Route inquiries to appropriate departments or staff based on established workflows and protocols.
• Provide clear, accurate, and consistent information about HSSW programs, services, policies, and resources.
• Assist clients with a wide range of needs, including veterinary services, admissions, adoptions, lost and found, and community programs.
• Resolve routine and moderately complex inquiries independently; escalates when appropriate.
• Explain service eligibility, income self‑attestation, financial assistance options, and program limits clearly and compassionately.
• Provide accurate information about appointment payment processes, payment deadlines, accepted payment methods, and related policies.
• Follow up on unresolved inquiries to ensure closure and accountability.
• Respond professionally to individuals experiencing stress, frustration, or crisis situations.
• Utilize de‑escalation techniques, active listening, and empathy to manage difficult interactions.
• Maintain composure and effectiveness in high‑stress or emotionally intense situations.
• Balance compassion with organizational policies, safety considerations, and operational limitations.
• Maintain working knowledge of multiple HSSW programs, including shelter operations, community medicine, mobile clinics, and other service lines.
• Coordinate closely with internal teams to ensure accurate information sharing and smooth handoffs.
• Manage appointment‑related workflows in scheduling systems, including booking, modifying, canceling, waitlists, no‑show documentation, consent forms, and payment link initiation.
• Recognize medical concerns, animal welfare concerns, verbally aggressive callers, and other escalation triggers; escalates promptly according to protocol and never provides medical advice.
• Identify trends or recurring issues in communication volume and escalates insights to leadership.
• Support continuous improvement of workflows, scripts, and communication tools.
• Accurately document client interactions, requests, follow‑ups, payment notes, and handoffs in applicable systems.
• Utilize communication platforms (phone system, CRM/ticketing tools, email, texting platforms) to manage workload efficiently.
• Ensure compliance with data privacy, confidentiality, and organizational standards.

Qualifications & Skills

• At least 1 year of experience in customer service, call center, or high‑volume communications role.
• Strong verbal and written communication skills.
• Ability to manage high‑volume, multi‑channel communication environments.
• Demonstrated emotional intelligence, empathy, and professionalism.
• Ability to remain calm and effective in stressful or confrontational interactions.
• Strong problem‑solving skills and sound judgment.
• Ability to balance compassion with policy limits, capacity constraints, safety considerations, and available resources.
• High level of organization and attention to detail.
• Ability to learn and retain knowledge across multiple programs and service areas.

Preferred

• Experience in animal welfare, veterinary services, or human/social services.
• Bilingual or multilingual, especially Spanish, strongly preferred.

Compensation

The hourly pay for this position ranges from $19.47 to $20.85 per hour. Starting wage is dependent upon experience.

Benefits

• Health insurance effective the first of the month following hire (full‑time employees).
• Dental and vision insurance effective the first of the month following hire.
• Matching percentage 401(k) retirement plan beginning the first month after hire, with a 3‑year graded vesting schedule and ROTH contribution option.
• Employee Assistance Program (EAP) available to all employees and household members.
• Section 125 FSA Cafeteria Plan for out‑of‑pocket health and/or dependent day care expenses.
• Access to affordable life, disability, and accidental supplemental insurance.
• Numerous employee discounts and discounts with partner organizations.
• Public Service Loan Forgiveness qualified employer.

Paid Time Off (PTO)

This position accrues PTO at a rate of 1.84 hours for every 40 hours worked.

Additional Paid Time Included

• Floating Holidays (full‑time employees).
• Bereavement leave.
• Pet bereavement leave.

Working Conditions & Expectations

• High‑volume, fast‑paced environment with continuous public interaction.
• Regular exposure to emotionally challenging situations involving animals and people in crisis.
• Ability to sit for extended periods while managing phone and computer systems.
• Requires comfort working within established protocols, including knowing when to answer directly, when to ask for help, and when to escalat…
• May require weekend or evening shifts depending on operational needs.

Culture

Vision: A community where everyone loves and cares for animals.
Mission: Rescue. Return. Restore. Rehome. Reconnect. One animal at a time.
Values: Compassion. Collaboration. Excellence. Service. Integrity.

Ultimate Team Player

• Displays interest, enthusiasm, and affinity for working with people.
• Demonstrates an attitude of service, good judgment, positive outlook, and an appropriate sense of humor.
• Works well in teams and demonstrates a commitment to collaboration.
• Is committed to achieving excellence individually and as part of the team.
• Exhibits adaptability, curiosity, flexibility, openness to new ideas, and encourages others to recognize changes as opportunities for transformation.
• Is committed to personal and professional development through life‑long learning.

How to Apply

Does HSSW sound like the right place for you? If so, click the Apply button to begin your journey to join our team today. The Humane Society for Southwest Washington is an equal‑opportunity employer and provides reasonable accommodations during the hiring process for qualified applicants with disabilities. For more information, visit https://HSSW.org/careers/. Application Deadline: Open until filled.