Resource Center Specialist

Humane Society for Southwest Washington • Vancouver, WA

7d • $19 - $21 • Onsite

About The Position

The Humane Society for Southwest Washington (HSSW) is seeking a Resource Center Specialist, a full-time position focused on managing incoming public communications across various channels. This role acts as the primary point of contact, delivering accurate and compassionate support for multiple programs and services, with an initial focus on Community Medicine.

The position requires strong emotional intelligence, sound judgment, and the ability to handle complex and emotionally charged interactions in a fast-paced, high-volume environment. Specialists will assess needs, de-escalate situations, and route or resolve inquiries while maintaining professionalism.

Requirements

• At least 1 year of experience in customer service, call center, or high-volume communications role
• Strong verbal and written communication skills
• Ability to manage high-volume, multi-channel communication environments
• Demonstrated emotional intelligence, empathy, and professionalism
• Ability to remain calm and effective in stressful or confrontational interactions
• Strong problem-solving skills and sound judgment
• Ability to balance compassion with policy limits, capacity constraints, safety considerations, and available resources
• High level of organization and attention to detail
• Ability to learn and retain knowledge across multiple programs and service areas

Nice To Haves

• Experience in animal welfare, veterinary services, or human/social services
• Bilingual or multilingual, especially Spanish, strongly preferred

Responsibilities

• Serve as the first point of contact for all inbound communication (calls, texts, email, web forms, and other channels).
• Manage high volumes of concurrent interactions while maintaining accuracy and professionalism.
• Gather relevant information and document interactions accurately, even during high-volume or concurrent contacts.
• Route inquiries to appropriate departments or staff based on established workflows and protocols.
• Provide clear, accurate, and consistent information about HSSW programs, services, policies, and resources.
• Assist clients with a wide range of needs including veterinary services, admissions, adoptions, lost and found, and community programs.
• Resolve routine and moderately complex inquiries independently; escalate when appropriate.
• Explain service eligibility, income self-attestation, financial assistance options, and program limits clearly and compassionately.
• Provide accurate information about appointment payment processes, payment deadlines, accepted payment methods, and related policies.
• Follow up on unresolved inquiries to ensure closure and accountability.
• Respond professionally to individuals experiencing stress, frustration, or crisis situations.
• Utilize de-escalation techniques, active listening, and empathy to manage difficult interactions.
• Maintain composure and effectiveness in high-stress or emotionally intense situations.
• Balance compassion with organizational policies, safety considerations, and operational limitations.
• Use appropriate reset strategies between difficult interactions to remain effective, professional, and ready for the next contact.
• Maintain working knowledge of multiple HSSW programs, including shelter operations, community medicine, mobile clinics, and other service lines.
• Coordinate closely with internal teams to ensure accurate information sharing and smooth handoffs.
• Manage appointment-related workflows in scheduling systems, including booking, modifying, canceling, waitlists, no-show documentation, consent forms, and payment link initiation.
• Recognize medical concerns, animal welfare concerns, verbally aggressive callers, and other escalation triggers; escalate promptly according to protocol and never provide medical advice.
• Identify trends or recurring issues in communication volume and escalate insights to leadership.
• Support continuous improvement of workflows, scripts, and communication tools.
• Accurately document client interactions, requests, follow-ups, payment notes, and handoffs in applicable systems.
• Utilize communication platforms (phone system, CRM/ticketing tools, email, texting platforms) to manage workload efficiently.
• Ensure compliance with data privacy, confidentiality, and organizational standards.

Benefits

• Health insurance effective the first of the month following hire (full-time employees).
• Dental and vision insurance effective the first of the month following hire.
• Matching percentage 401(k) retirement plan beginning the first month after hire, with a 3-year graded vesting schedule and ROTH contribution option.
• Employee Assistance Program (EAP) available to all employees and household members.
• Section 125 FSA Cafeteria Plan for out-of-pocket health and/or dependent day care expenses.
• Access to affordable life, disability, and accidental supplemental insurance.
• Numerous employee discounts and discounts with partner organizations.
• Public Service Loan Forgiveness qualified employer.
• PTO accrues at a rate of 1.84 hours for every 40 hours worked.
• Floating Holidays (full-time employees).
• Bereavement leave
• Pet bereavement leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed