Careers at Animal Humane Society

Position Description

Pet Helpline Representative
Location Golden Valley
Job Code 828
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Come be a part of  Animal Humane Society - a   Star Tribune   2018 Top Workplace!

Primary Function:

Respond to phone inquiries regarding possible surrender of an animal, and gather information to provide options for the best possible animal outcome.

Schedule: Two positions available.

Schedule 1: Full Time: Monday from 9:30 AM - 6:00 PM; Tuesday from 10:30AM - 7:00PM; every other Wednesday 9:30AM - 6:00PM; Thursday from 9:00AM - 5:30PM; Friday 9:30AM- 6:00PM; every other Saturday 9:30AM - 6:00PM

Schedule 2: Full Time: Monday-Wednesday 9:00-5:30, every other Thursday from 9:00-5:30, Friday 9:00-5:30, Every other Saturday  from 9:30-6 PM

Essential Responsibilities:

  1. Answer the Call Center phone and reply to messages
  2. Gather and record information from clients to determine the appropriate course of action
  3. Provide alternative resources and referrals to clients to ensure all options available are for the best outcome
  4. Schedule Intake Appointments as needed
  5. Update and utilize the Wait List to effectively schedule appointments
  6. Make reminder phone calls and other client contact as needed
  7. Schedule appointments for foster animal returns and re-checks
  8. Represent AHS professionally and in a positive manner, demonstrating full support of its mission, philosophy, and programs
  9. Effectively communicate with Lead and Supervisor regarding department activities and concerns
  10. Work with AHS volunteers in a positive and effective way to facilitate meaningful volunteer engagement
  11. Perform other duties as assigned

Qualifications Required:

  • High School Diploma (or equivalent) required, some further education preferred
  • Excellent phone skills with previous Call Center or Receptionist experience required
  • Preferred candidates will be able to make appropriate decisions with gathered data, and problem solve as needed
  • Skilled in Active Listening and Information Gathering
  • Strong Attention to Detail and ability to Multi-task
  • Strong communication skills, both written and verbal
  • Computer Proficiency
  • Must be able to communicate with public in a positive, educational manner
  • Must be able to remain calm and professional when under stressful circumstances and communicating with individuals that are highly emotional
  • Must communicate clearly and effectively in English
  • Available to work a flexible schedule, that may include evenings and weekends

This position description is intended to describe the general content and/or requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.


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