Community Resource Center Specialist

Oregon Humane•Portland, OR

5d•$24 - $26•Hybrid

About The Position

The Community Resource Center Specialist is the primary point of contact for all Oregon Humane focused on comprehensive, compassionate, and immediate assistance to the entirety of our constituency. The CRC Specialists are required to have a wholistic view and understanding of Oregon Humane's programs and services and how these can best serve the clients reaching out to the organization. The CRC Specialist will help facilitate the scheduling of a client’s request. Additionally they are responsible for providing external resources in regard to animal welfare and helping clients navigate the complexities of pet ownership. The Community Resource Center Specialist supports the daily administrative operations of the organization. This position’s responsibilities may include answering the phone, setting appointments, maintaining animal and client records, helping to facilitate Oregon Humane’s services based on individual need, handling client inquiries and providing other administrative support as needed.

Requirements

1+ year of related work experience providing customer service and administrative support.
Excellent customer service skills, including ability to work in an empathetic manner with clients in emotionally charged situations, either in person, via email or on the telephone.
Excellent written and verbal communication skills; able to tailor language to a variety of audiences.
Able to maintain confidential and proprietary information in accordance with OHS Standards of Conduct.
Proficient in the use of Microsoft Office Suite.
Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff, and volunteers.
Proficiency using the Microsoft Office Suite, including Outlook, Word, Excel; generally, tech savvy.
Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, respectful, and professional manner.

Nice To Haves

3+ years of work experience providing customer service and administrative support.
1+ year of related work experience in answering calls in an office setting and/or call center.
1+ year of work experience in a veterinary clinic or animal shelter setting.
Bi-lingual English and Spanish.

Responsibilities

Provide client and community support by answering calls and emails of varying complexity.
Follow-up on customer calls when required.
Address and resolve related customer requests and escalate as appropriate.
Record details of comments, inquiries, complaints, and actions taken.
Route inbound calls to the appropriate resources.
Understand and utilize appropriate OHS and community services to assist clients.
Carry out administrative duties such as data entry, filing, typing, copying, scanning, etc.
Provide administrative support to ensure efficient operation of the organization via communication and coordination with internal departments to improve the client experience.
Schedule appointments, while adhering to established protocols to ensure appropriate resources are available for services.
Ability to quickly understand and effectively utilize a variety of online software to serve clients.
Provide strategic recommendations to leadership on department processes.
Organize and maintain program data and statistics using various shelter software and Microsoft Office Suite.
Assist management with administrative and organizational tasks as assigned.