About the position

Join a dynamic team of professionals committed to improving the lives of Atlanta's animals and their people. The Community and Animal Ambassador will perform the duties of answering a multiple phone line system in a prompt, professional and friendly manner. The Ambassador must be comfortable and skilled in counseling callers on potentially emotional topics and be adept to clearly explain AHS and our Veterinary Center, Remedy policies and procedures. Enjoy a hybrid schedule by working both remotely and from our brand-new animal care center in West Midtown, Atlanta. Atlanta Humane Society offers a comprehensive selection of health benefits, paid time off including eleven paid holidays and a 401k with company match. Paying off student loans? As a not-for-profit organization, employment with AHS may qualify you for the Public Service Loan Forgiveness Program. If you or someone you know is looking for the opportunity to truly make a difference in the lives of Atlanta's animals, this may be the perfect fit!

Responsibilities

• Answer multi-line phone system; dispensing general information regarding AHS services and policies to the public
• Provide information to enhance the publics knowledge of animal welfare as well as their knowledge of the AHS mission and policies
• Assist in oversight and management of general inquiry email inbox
• Route calls and emails to the appropriate resource
• Return call center voicemails and select email inquiries
• Identify and escalate priority issues
• Provide information in a helpful, positive and timely fashion
• Schedule appointments via online computer-based system
• Counsel individuals regarding animal relinquishment, euthanasia and adoption
• Understand the day-to-day responsibilities of Remedy positions by occasionally working and observing onsite
• Assist with special projects as needed
• Communicate pertinent information to staff and management
• Other duties as assigned

Requirements

• High School Diploma or equivalent
• Call Center experience preferred
• Customer Service driven
• Ability to show empathy for clients and callers
• Ability to manage emotional, potentially escalating situations and conversations
• Ability to work both independently and collaboratively with individuals or groups
• Discretion in handling confidential information
• Ability to communicate professionally and effectively, both orally and in writing
• Well-developed interpersonal skills
• Ability to comprehend instructions, short correspondence, and memos
• Ability to write simple correspondence and effectively present information in one-on-one and small group situations to customers, staff, and management
• Must possess a basic understanding of animal welfare issues
• Ability to problem solve and come to appropriate conclusions based on thorough understanding of AHS policies and procedures
• Ability to problem solve and come to appropriate conclusions based on thorough understanding of AHS policies and procedures
• Strong organizational skills, attention to detail and time management
• Self-reliant, highly motivated, and positive attitude
• Proficiency with Microsoft Office Suite and ability to learn new software as necessary

Nice-to-haves

• Experience with computer-based appointment software (or similar computer-based application) is a plus
• Experience with Live Chat is a plus

Benefits

• comprehensive selection of health benefits
• paid time off including eleven paid holidays
• 401k with company match
• As a not-for-profit organization, employment with AHS may qualify you for the Public Service Loan Forgiveness Program.