Animal Shelter Help Desk Community Coordinator

Animal Care & Control Team, Acct Philly • Philadelphia, PA

389d • $35,360 - $35,360

About The Position

The Animal Shelter Help Desk Community Coordinator at ACCT Philly serves as the first point of contact for individuals seeking support and resources to help keep their pets, aiming to prevent shelter surrenders. This role involves interfacing with the public through various channels and collaborating with service partners to provide solutions and resources for pet owners in need.

Requirements

• High school diploma or GED required.
• One year of experience in client services or community-facing roles preferred.
• Strong customer service and writing skills.
• Organizational skills and ability to multitask effectively.
• Ability to communicate effectively both orally and in writing.
• Comfortable working with a variety of animals, including non-traditional species.

Nice To Haves

• Spanish language proficiency preferred.

Responsibilities

• Provide excellent customer service to clients in person, over the phone, and via email.
• Review surrender inquiries and connect clients with appropriate support or forward them to the Community Support team.
• Offer guidance and solutions to clients facing animal-related issues or at risk of surrendering their pets.
• Engage clients in a problem-solving process to determine the best options for their situations.
• Make real-time decisions regarding client support and escalate issues to higher-level decision makers when necessary.
• Employ creative thinking to address unique client situations effectively.
• Model client-centric behavior and follow up with clients to ensure long-term success.
• Greet clients upon arrival and assess their needs for support.
• Coordinate with the Community Support team to manage client needs and ensure high customer satisfaction.
• Facilitate the ACCT Philly Pet Pantry as needed.
• Enter animal and client information into the software system promptly, maintaining comprehensive files for inquiries.
• Answer phones and check voicemails to ensure timely responses to client inquiries.
• Update client data and case files as necessary.
• Coordinate with management to ensure the availability of supplies and reference materials.
• Maintain cleanliness and organization of work areas, including the front lobby and Help Desk office.
• Participate in community events to connect pet owners with services and raise awareness of available resources.
• Deliver services to clients facing barriers to access as needed.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Employee assistance program
• Vision insurance
• Employee discount
• Professional development assistance
• Flexible schedule
• Life insurance
• Retirement plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED