Customer Care Coordinator

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Respond to a multi-line phone system in a timely and professional manner.

• Schedule appointments, communicate fees, clarify the payment process, and submit requests on behalf of clients, including prescription refills and food orders.

• Outline the procedures of Michigan Humane.

• Provide guidance to callers and share information regarding Michigan Humane resources.

• Offer counseling and/or arrange appointments for euthanasia services.

• Inform callers about the appropriate holding facility for stray animals or resources for locating lost pets.

• Share details about adoptable pets, the adoption process, and donation opportunities.

• Create reports and perform data entry for adopted animals and shelter animals requiring medical attention.

• Advocate for Michigan Humane programs and foster goodwill among clients and staff.

• Participate in special fundraising and adoption events as requested.

⛳️ Requirements

• An Associate's Degree or a minimum of two years of completed college coursework is preferred.

• At least 3 years of experience in a Call Center or Customer Service role.

• Proficiency in managing a multi-line phone system and utilizing a computer-based appointment system (or similar software).

• Ability to work independently with minimal supervision while also collaborating effectively as part of a team.

• Strong decision-making skills, excellent emotional intelligence, and meticulous attention to detail.

• Demonstrate compassion towards animals and their owners, without judgment.

• Previous experience in counseling emotional callers is deemed advantageous.

• Proficient in Microsoft Office applications, including Word, Excel, and Outlook.

🏝️ Benefits

• Competitive salary and a comprehensive benefits package.

• Medical, Vision, and Dental Insurance coverage.

• 403(b) Retirement Savings Account.

• Opportunities for professional development, career advancement, and ongoing education.

• A positive and collaborative work environment.

• Flexibility in work-life balance with options for flexible working hours (including a compressed work schedule!).

• Paid Time Off and Holidays.

• Human and Pet Bereavement leave.

• Discounts of up to 75% on services for your own pet(s).

• A relaxed dress code.

• A wellness program that includes access to professional counseling services for employees.

• Discounts on animal food.

• Free or reduced adoption fees for adopting a new friend.

• Sabbatical Policy.

• Uniform Allowance.

• Paid Parental Leave.

• Annual performance evaluations and employee engagement surveys.

• Eligibility for Student Loan Relief through the Public Service Loan Forgiveness (PSLF) Program.