Adoption Specialist & Call Center Team Member

Position Summary: This is primarily a client service and communications position within Wright-Way Rescue. This position is responsible for ensuring that adopters, potential adopters, volunteers, and all members of the public who reach out to us have a positive and enjoyable experience and are offered top level customer service, as well as opportunities to learn about our programs, work, and mission. Our call center team also runs local Southern IL adoption hours at the rescue so direct animal handling is involved.

Schedule: Currently we are seeking a new team member that would work full time. This would most likely entail 4 weekday shifts and one weekend shift.

Responsibilities:

• Be able to articulate Wright-Way Rescue’s mission and operations both to current staff, as well as members of the public who may have never heard about the organization
• The ideal person for this job would be a team player, personable, professional, upbeat, and energetic, takes initiative, uses tact and diplomacy
• Ensure Wright-Way Rescue is represented positively and competently via phone and email for all correspondence
• Work with the Director of Adoptions and Leadership team to determine goals for the Call Center
• Participate in the development of strategies for what must be done to achieve the organization’s animal-saving goals for upcoming weeks, months, and year
• Improve efficiency of Call Center’s processes and protocols
• Work with marketing to increase adoptions and target longer-stay pets
• Review applications, and follow-up with applicants, adopters, visitors, and fosters when needed
• Aim to make matches that are beneficial to adopters’ lifestyles and needs, as well as various animal’s personality and requirements
• Educate owners about proper pet care, and be able to articulate any medical or special needs of individual animals
• Create and maintain proper documentation for all adopters and correspondence
• Arrange for assistance with IT matters when needed
• Facilitate external and internal communications regarding the adoption program, and any medical or behavioral updates on animals (adopted, being returned, or currently in our program)
• Serve as the Wright-Way Rescue first point of contact, and as so, maintain professionalism and alignment with the Wright-Way mission accordingly.
• Address adopter concerns professionally and timely
• Support other internal programs, as needed
• Perform any additional duties as needed and/or assigned

Skills and Experience:

• Animal handling skills - we will train the right candidate
• Basic knowledge of dog and cat care
• Proven experience with customer service, client relations, and managing staff preferred
• Ability to act calmly decisively in difficult and fast-paced situations
• Excellent communication skills and professionalism are necessary for this position
• Strong interpersonal skills to handle sensitive and confidential situations.
• Proven attention to detail with advanced organizational and time management skills
• Ability to professionally advocate Wright-Way Rescues' position on issues
• Proficiency with Microsoft Windows and Office applications, especially Word, Excel and PowerPoint. Comfortable learning new systems, including online information systems
• Valid Driver's License with access to transportation to travel on organization business

Physical Requirements:

• Extended periods of time working on the computer with repetitive typing, arm and hand motion
• Ability to lift 40 lbs
• Ability to travel via various forms of transportation
• Ability to be in a shelter environment and handle dogs of all sizes and cats when necessary
• Able to drive a Wright-Way Rescue van or other Wright-Way Rescue vehicle when necessary

Job Type: Part-time

Pay: $15.00 per hour

Benefits:

• Paid time off

Work Location: In person

Salary : $15