Community and Animal Ambassador
About The Position
The Community and Animal Ambassador joins a team committed to improving the lives of Atlanta’s animals and their people. This role answers a multi-line phone system promptly, professionally, and in a friendly manner; provides information about Atlanta Humane Society (AHS) and its Veterinary Center, Remedy; and explains their policies and procedures. The Ambassador must be comfortable counseling callers about potentially emotional topics and communicating in a helpful, positive, and timely way. The position includes managing general inquiry emails, routing calls and messages, returning voicemails, scheduling appointments through an online computer-based system, and escalating priority issues. The Ambassador also occasionally works and observes onsite to understand the day-to-day responsibilities of Remedy positions, assists with special projects, and communicates pertinent information to staff and management. The role has a hybrid schedule, working remotely and at the animal care center in West Midtown, Atlanta.
Requirements
- High school diploma or equivalent.
- Customer-service-driven approach.
- Ability to show empathy for clients and callers.
- Ability to manage emotional and potentially escalating situations and conversations.
- Ability to work independently and collaboratively with individuals or groups.
- Discretion when handling confidential information.
- Ability to communicate professionally and effectively, orally and in writing.
- Well-developed interpersonal skills.
- Ability to comprehend instructions, short correspondence, and memos.
- Ability to write simple correspondence and present information effectively in one-on-one and small-group situations to customers, staff, and management.
- Basic understanding of animal welfare issues.
- Ability to problem-solve and reach appropriate conclusions based on a thorough understanding of AHS policies and procedures.
- Strong organizational skills, attention to detail, and time-management skills.
- Self-reliant, highly motivated, and positive attitude.
- Proficiency with Microsoft Office Suite and ability to learn new software as needed.
Nice To Haves
- Call center experience preferred.
- Experience with computer-based appointment software or a similar computer-based application is a plus.
- Experience with Live Chat is a plus.
Responsibilities
- Answer the multi-line phone system and provide the public with general information about AHS services and policies.
- Help the public understand animal welfare, the AHS mission, and AHS policies.
- Assist with oversight and management of the general inquiry email inbox.
- Route calls and emails to the appropriate resource.
- Return call center voicemails and selected email inquiries.
- Identify and escalate priority issues.
- Provide information in a helpful, positive, and timely manner.
- Schedule appointments using an online computer-based system.
- Counsel individuals regarding animal relinquishment, euthanasia, and adoption.
- Occasionally work and observe onsite to understand the day-to-day responsibilities of Remedy positions.
- Assist with special projects as needed.
- Communicate pertinent information to staff and management.
- Perform other duties as assigned.
Benefits
- Comprehensive selection of health benefits.
- Paid time off, including eleven paid holidays.
- 401(k) with company match.
- Employment with AHS may qualify for the Public Service Loan Forgiveness Program.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
