What are the responsibilities and job description for the Contact Center Team Lead position at Arizona Humane Society?
Contact Center Team Lead
The Arizona Humane Society is looking for a dedicated and motivated Pet Resource Center Coordinator to join our team and work a hybrid schedule at our South Mountain Campus. We are looking for someone to champion AHS's core values of Innovation, Compassion, and Excellence. If you are a talented individual, please continue to read more now!
Paws Up For Great Benefits!
- Competitive salary
- Generous PTO program
- Up to 8 paid holidays per year
- 401(k) with employer contribution
- Medical, Dental and Vision Plans
- Got student loans? Employment with AHS may qualify you for the Public Service Loan Forgiveness (PSLF) program!
- Discounts on veterinary services and other pet perks!
A Day in the Life:
The Pet Resource Center Coordinator will support the Arizona Humane Society's Pet Resource Center by assisting with call volume, providing real-time chat support, and ensuring excellent caller experiences through weekly interaction scoring. They will assist the Supervisor with coaching team members across multiple communication channels to meet or exceed performance goals. The Pet Resource Center Coordinator will foster a positive team culture through recognition and engagement, monitors the real-time queue to ensure efficient call, voicemail, and chat handling, and provides up-to-date resources, training, and SOPs. They will promote team growth by supporting individual and departmental goals, identifying talent, and preparing top performers for advancement.
Job Requirements:
- High schooldiploma/GED required.
- Associate or Bachelor's degree, or comparable work experience preferred.
- Minimum two years of experience in a customer service or call center position required.
- Prior supervisory experience in a customer service or call center environment is required.
- Must possess excellent customer service and interpersonal skills and be able to resolve conflict.
- Must be able to function in a fast-paced environment.
- 6 months to 1-year experience at AHS or in an animal welfare environment preferred.
- Able to speak, read, and write English; Spanish language helpful.
- Proficiency with Microsoft Word, PowerPoint, Excel, Outlook, and Explorer; able to learn other software programs as necessary. The position requires proficiency in Chameleon software, CAMs, and Acuity scheduling software, or the ability to learn/use all of the software.
- Serve as a lead to the Pet Resource Center Specialists. Assist with training and directing the team in day-to-day operations. Handle Tier 1 customer escalations as necessary; settle disputes involving public and employee concerns.
- Assist with keeping all training materials up to date and in line with the expectations of both the AHS and the PRC mission statements.
- Maintain a positive PRC workplace that encourages the team to develop as individuals and as a team. Encourage a culture of community and relationship building as employees speak to callers about their pets.
- Perform all duties of a PRC Specialist, including answering inbound calls via multiple queues and make outbound callbacks in a timely, compassionate, and professional manner.
- Performs regular Quality Assurance assessments of all interaction channels to ensure a consistently Excellent Experience every time, providing regular feedback and coaching to team members.
Physical Demands/Work Environment:
The employee must occasionally lift and/or move up to 20 pounds. There will be exposure to dust, heat, cold and temperature changes; occasional wet floors, and animal noises, odors, and dander. Most time will be spent in a typical air-conditioned and heated office environment.
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Additional Information
The Arizona Humane Society is an Equal Opportunity Employer and a participant in the E-Verify program.
Ready to Join our team and make a difference every day?
Please apply with our quick 3 minute job application at Careers - Arizona Humane Society
Pre-employment background check is required.
