Pet Resource Center Coordinator

Arizona Humane Society • Phoenix, AZ

3d • Hybrid

About The Position

The Arizona Humane Society is looking for a dedicated and motivated Pet Resource Center Coordinator to join our team and work a hybrid schedule at our South Mountain Campus with a schedule of Tuesday- Saturday 8 AM - 5 PM. We are looking for someone to champion AHS's core values of Innovation, Compassion, and Excellence. If you are a talented individual, please continue to read more now!

Requirements

• High school diploma/GED required.
• Minimum two years of experience in a customer service or call center position required.
• Prior supervisory experience in a customer service or call center environment is required.
• Must possess excellent customer service and interpersonal skills and be able to resolve conflict.
• Must be able to function in a fast-paced environment.
• Able to speak, read, and write English.
• Proficiency with Microsoft Word, PowerPoint, Excel, Outlook, and Explorer; able to learn other software programs as necessary.
• The position requires proficiency in Chameleon software, CAMs, and Acuity scheduling software, or the ability to learn/use all of the software.

Nice To Haves

• Associate or Bachelor's degree, or comparable work experience preferred.
• 6 months to 1-year experience at AHS or in an animal welfare environment preferred.
• Spanish language helpful.

Responsibilities

• Support the Arizona Humane Society's Pet Resource Center by assisting with call volume, providing real-time chat support, and ensuring excellent caller experiences through weekly interaction scoring.
• Assist the Supervisor with coaching team members across multiple communication channels to meet or exceed performance goals.
• Foster a positive team culture through recognition and engagement.
• Monitor the real-time queue to ensure efficient call, voicemail, and chat handling.
• Provide up-to-date resources, training, and SOPs.
• Promote team growth by supporting individual and departmental goals, identifying talent, and preparing top performers for advancement.
• Serve as a lead to the Pet Resource Center Specialists.
• Assist with training and directing the team in day-to-day operations.
• Handle Tier 1 customer escalations as necessary; settle disputes involving public and employee concerns.
• Assist with keeping all training materials up to date and in line with the expectations of both the AHS and the PRC mission statements.
• Maintain a positive PRC workplace that encourages the team to develop as individuals and as a team.
• Encourage a culture of community and relationship building as employees speak to callers about their pets.
• Perform all duties of a PRC Specialist, including answering inbound calls via multiple queues and make outbound callbacks in a timely, compassionate, and professional manner.
• Perform regular Quality Assurance assessments of all interaction channels to ensure a consistently Excellent Experience every time, providing regular feedback and coaching to team members.

Benefits

• Competitive salary
• Generous PTO program
• Up to 8 paid holidays per year
• 401(k) with employer contribution
• Medical, Dental and Vision Plans
• Employment with AHS may qualify you for the Public Service Loan Forgiveness (PSLF) program!
• Discounts on veterinary services and other pet perks!

What This Job Offers

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