[Hiring] Customer Care Coordinator @Michigan Humane

Role Description

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 requests 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 of 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.

Benefits

• 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 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.