Resource Center Specialist

SPCA of Wake County•Raleigh, NC

1d•$21•Onsite

About The Position

The Resource Center Specialist serves as the welcoming face of the SPCA of Wake County’s Resource Center, operating at the center of daily client interactions and support. This role plays a critical part in ensuring a positive and supportive experience for community members seeking assistance, information, or services. More than a traditional front desk position, the Resource Center Specialist is responsible for creating a welcoming environment, responding to community inquiries, coordinating resources, and ensuring visitors are efficiently connected with the appropriate SPCA programs and team members. This position requires exceptional customer service skills, strong organizational ability, and a calm, compassionate demeanor when working with individuals who may be experiencing stress or uncertainty related to their pets.

Requirements

Demonstrated experience delivering high-level customer service, preferably in a fast-paced, public-facing environment
Strong verbal and written communication skills
Proven ability to manage multiple competing priorities while maintaining accuracy and professionalism
Comfort working with technology systems, electronic records, scheduling tools, and inquiry management systems
Ability to maintain a calm, patient, and professional demeanor in busy or emotionally sensitive situations
Strong organizational skills and attention to detail

Nice To Haves

Experience working in nonprofit, animal welfare, veterinary, or community service environments
Experience supporting high-volume inquiry or client service operations

Responsibilities

Greet and assist both scheduled and unscheduled visitors with professionalism, warmth, and empathy
Provide guidance and support to community members who may be stressed, confused, or seeking reassurance
Serve as a knowledgeable representative of SPCA of Wake County and its mission
Develop a strong working knowledge of SPCA programs and services to connect visitors with the appropriate departments and staff
Maintain a welcoming, organized, and professional lobby environment throughout the day
Serve as an in-person extension of the SPCA Helpline by assisting visitors arriving at the Resource Center
Respond to and appropriately route inquiries to relevant departments or resources
Assist in managing approximately 7,000 community inquiries annually, ensuring each interaction is handled with care, clarity, and professionalism
Maintain accurate and detailed records of client interactions, inquiries, and outcomes
Utilize internal systems to document and track inquiries
Manage multiple tasks and client interactions simultaneously while maintaining attention to detail
Support team workflows and contribute to a collaborative, solutions-oriented work environment

Benefits

Medical and Dental: Employer pays 90% of employee coverage (full-time)
Insurance includes wellness, dental, vision, life, mental health care, prescriptions, emergency & urgent care, chiropractic care, and physical therapy
Telemedicine options, 24/7 access to virtual health & wellness care and virtual behavioral health care
PAID TIME OFF –
All part-time and full-time staff receive paid time off.
Paid Holidays - 9 paid holidays per year (full-time)
Vacation Time - 10 paid vacation days per year (full-time) with scheduled increases at milestone anniversaries of hire date
Sick Time - 6.5 paid sick days per year (full-time)
FINANCIAL –
Healthcare: Flexible Spending Account
401k Plan
Coastal Federal Credit Union Membership
20% discount on pet adoptions and in SPCA Wake retail store
OTHER –
Bereavement time off
Federal & State Leave of Absence options