Community Resource Center Specialist

About the role

Oregon Humane is the Northwest's oldest and largest animal welfare organization. Founded in 1868, we focus on comprehensive, compassionate, and immediate assistance to our constituency. Our team works to support the entire Oregon Humane organization, facilitating client requests and providing external resources and support.

Responsibilities

• Answer calls and emails of varying complexity, following up when required.
• Resolve related customer requests and escalate as necessary.
• Record details of comments, inquiries, complaints, and actions taken.
• Route inbound calls to the appropriate resources.
• Understand and utilize appropriate OHS and community services to assist clients.
• Carry out administrative duties such as data entry, filing, typing, copying, scanning, etc.
• Schedule appointments, adhering to established protocols.
• Provide administrative support to ensure efficient operation of the organization.
• Communicate effectively with executive and other stakeholder groups.
• Liaise with and maintain productive relationships with all stakeholders.
• Organize and maintain program data and statistics using various shelter software and Microsoft Office Suite.
• Assist management with administrative and organizational tasks as assigned.

Qualifications

• Minimum 1+ year of related work experience providing customer service and administrative support.
• Excellent customer service skills, including ability to work in an empathetic manner with clients in emotionally charged situations.
• Excellent written and verbal communication skills; able to tailor language to a variety of audiences.
• Able to maintain confidentiality and proprietary information in accordance with OHS Standards of Conduct.
• Proficient in the use of Microsoft Office Suite.
• Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff, and volunteers.
• Preferred 3+ years of work experience providing customer service and administrative support.
• 1+ year of related work experience in answering calls in an office setting and/or call center.
• 1+ year of work experience in a veterinary clinic or animal shelter setting.
• Bi-lingual English and Spanish.

Supervisor Responsibility

• Supervises: none

Accountability

• Reports Directly To: Community Resource Center Manager
• Often Engages Directly With: Customer Care, Admissions, Community Veterinary Hospital, and Medical Team.

Work Environment Conditions & Physical Requirements

• Interacts and collaborates with all levels of the organization, including Oregon Humane staff, executive team members, donors, general public, external vendors, volunteers, and supporters.
• Contact and communication is carried out through face-to-face, telephone, and digital interactions.
• Excellent customer service skills are essential to success. Communication must be clear, understandable, professional, and respectful in all circumstances.

Physical Requirements

• Occasional lifting and moving of inanimate objects weighing up to 50 lbs.
• Occasional pushing and pulling of carted items weighing up to 100 lbs.
• Occasional moving items above shoulder level.
• Occasional use of hands and arms at or above shoulder level.
• Prolonged standing, sitting, and/or stooping may occur.
• Occasional climbing and bending.
• Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash on an occasional basis.
• Must be able to remain in a stationary position for prolonged periods.
• Ability to respond and perform life-saving techniques in an emergency.