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. The role answers a multi-line phone system and provides the public with prompt, professional, and friendly information about Atlanta Humane Society (AHS), its Veterinary Center, and Remedy policies and procedures. The Ambassador also supports inquiry management, appointment scheduling, caller counseling, and communication with staff and management. The position includes occasional onsite work and observation of Remedy roles, as well as assistance with special projects and other assigned duties. The role offers a hybrid schedule, working remotely and at AHS’s animal care center in West Midtown, Atlanta. AHS offers health benefits, paid time off including eleven paid holidays, and a 401(k) with company match. Employment with AHS may qualify for the Public Service Loan Forgiveness Program.
Requirements
- High school diploma or equivalent.
- Customer-service orientation and the ability to show empathy toward 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 solve problems and reach appropriate conclusions based on a thorough understanding of AHS policies and procedures.
- Strong organizational skills, attention to detail, and time management.
- Self-reliance, motivation, and a positive attitude.
- Proficiency with Microsoft Office Suite and ability to learn new software as necessary.
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 general information about AHS services and policies.
- Help the public understand animal welfare, AHS’s mission, and its 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 respond to 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 onsite and observe 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
- Health benefits.
- Paid time off, including eleven paid holidays.
- 401(k) with company match.
- Potential eligibility for the Public Service Loan Forgiveness Program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
