Pet Helpline Representative - Animal Humane Society

Join our team as a Pet Helpline Representative, where you’ll support call center operations by answering inquiries, scheduling appointments, and providing valuable resources. If you’re passionate about helping pets and their owners, keep reading to learn more about this rewarding opportunity!

Pay: $18/hour

Benefits:

• Health, dental, vision insurance and more! 
• 15+ days of paid time off for a full year 
• 9 paid holidays + 4 floating holidays per full calendar year

Job Purpose: You are a focused and communicative team member. You are responsible for assisting the public with external and internal resources for their animal needs.

Schedule: Full-time; 40 hours/week

• Monday - Friday: shift times are 9:00a-5p with one closing shift per week from 10:30a-7p
• Every other Saturday: 9:30a-6p (When working a Saturday shift, you would get one of the other days off that week)

Location: This is a hybrid role. Candidates must live in or have easy access to our St. Paul location. Onboarding training will be on-site at the St. Paul location. Once onboarded, the person in this position will have the opportunity to work remotely for the bulk of their time, which is subject to change as business needs dictate. Access to reliable internet, ability to prioritize work independently, and foster relationships while working in a hybrid (remote and in-person) environment required. Occasional voluntary potlucks and team building meetings are in person, with also the option to work on-site if desired.

Interview Process: 1 30-minute phone interview followed by a 1 hour department interview and job shadow

Job Summary 

The Pet Helpline Representative is responsible for supporting call center operations including answering incoming phone calls, responding to inquiries, scheduling appointments, and providing resources.

Essential Functions

Call Center Operations

• Answer incoming Pet Helpline calls.
• Respond to all email, voice, and text messages.
• Maintain accurate documentation of client information and inquiries.
• Provide resources, referrals, and recommend courses of action.
• Schedule intake appointments, foster returns and re-checks, and complete necessary follow-up.
• Utilize the wait list to effectively schedule appointments
• Make reminder phone calls and other client contact as needed
• Stay up to date on program and service offerings at AHS.
• Stay up to date on departmental and organizational policies, protocols, and procedures.
• Escalate caller questions, concerns, needs or issues as appropriate.

Communication and Culture

• Communicate in a positive and professional manner with customers, other employees, and volunteers.
• Promote a culture of diversity, equity, and inclusion to make AHS a more welcoming environment for employees, volunteers, customers, and the community.

Technology

• Review animal records in PetPoint.
• Utilize IAMS for appointment scheduling.
• Utilize the call center software for daily operations.
• Manage and view work schedule in Excel.
• Clock in and out of shifts using ADP.
• Monitor AHS email and other messaging software.

Other duties as assigned.

Additional Information about the Schedule and Attendance:

• Regular, predictable attendance, punctuality, and availability to work during operational hours.
• Attend and participate in regular team meetings, all staff meetings, and one-on-one meetings with direct leader.
• May be required to work at a different site based on department needs.
• May be required to attend occasional off-site meetings and events.

Work Environment

• Primarily office/desk based.
• Adjacent animal areas may be humid, noisy, or odorous.

Requirements

Experience

• Customer service experience required.
• Call center or receptionist experience preferred.  

Skills

• Excellent customer service and communication skills.
• Strong attention to detail and multi-tasking skills.
• Proficient with computers, specifically a working knowledge of Microsoft products.

Physical Demands

• Prolonged sitting at a desk.
• Must be able to lift and carry up to 10 lbs.

Emotional Demands

• Must be able to remain calm and professional when under stressful circumstances and communicating with individuals that are highly emotional.
• Must be comfortable with the emotional aspect of work in an animal shelter environment, including the use of humane euthanasia.

Transportation

• Reliable transportation required.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this role. Duties, responsibilities, and activities may change at any time with or without notice.

Benefits

About AHS 

Every year, Animal Humane Society provides direct care and services to help nearly 100,000 animals in need across Minnesota. 

As one of the nation's leading animal welfare organizations, AHS is transforming the way shelters care for animals and engage their communities. From innovative medical and behavior programs to investments in outreach and advocacy, we’re advancing animal welfare and creating a more humane world for animals everywhere. 

Why Work Here 

• Make a difference in the lives of animals and people 
• Join a team of coworkers who love animals as much as you do 
• Work-life balance 
• Unique animal adoption benefits and discounts on veterinary clinic services, pet supplies, and animal training classes  
• Health insurance coverage for full time staff includes the following: medical, dental, vision, health savings account, flexible spending account for health care expenses and dependent care, voluntary accident insurance, and employee ­paid supplemental life, accidental death & dismemberment and long term disability insurance. 
• Employer paid benefits for full time staff includes the following: basic life insurance, basic accidental death and dismemberment insurance, short-term disability 
• Mental Health and Counseling Support:  All employees have access to our Employee Assistance Program with 3 free counseling sessions per year 
• 401k for part time and full time staff 
• Nine paid holidays for full time staff 
• Paid floating holidays for part time and full time staff (up to 4 days per year based on start date) 
• Paid time off for part time and full time staff (amount is based on hours worked and full time/part time status) 
• Paid parent leave for full time staff