Animal Shelter Help Desk Community Coordinator

Join ACCT Philly as an onsite Help Desk Community Coordinator and be a key first contact for surrender-related inquiries, support requests, and pet retention resources.

Responsibilities

• Manage multiple channels at once, including live visitors, phone calls, and web-based inquiries, with professional and courteous customer service
• Review surrender inquiries and connect clients with support when possible, or forward requests to the ACCT Community Support team to support next-step intake
• Provide guidance to clients with questions about animal-related issues, including cases where clients may be at risk of surrendering a pet
• Guide clients through a structured problem-solving process to identify best options while keeping clients engaged and committed
• Make real-time decisions about appropriate next steps for support and elevate to higher-level decision makers when necessary
• Use creative, outside-the-box thinking to respond to unique and varied client situations
• Maintain excellent, client-centric communication and attitude at all times
• Follow up with clients to support long-term success
• Greet clients when they arrive and determine whether they can receive support
• Coordinate with the ACCT Community Support team to triage client needs as needed, helping manage crowds and support high customer satisfaction
• Facilitate and support the ACCT Philly Pet Pantry as needed
• Enter animal and client details into the relevant software system promptly to create a complete file for each inquiry
• Answer phones and check voicemails on an ongoing basis for timely responses
• Update client data and case files as necessary
• Coordinate with ACCT management to ensure availability of supplies, reference materials (for example, flyers), and other relevant items
• Keep work areas well maintained by tidying and cleaning routinely and as needed
• Participate in community-focused events such as vaccine/microchip clinics, pet pantry events, or other activities connecting pet owners with services
• Deliver services to clients who face barriers to accessing support when needed
• Support client-facing operations through other duties as assigned
• Comfortably work with a variety of animals, including non-traditional species, with differing medical and behavioral conditions

Requirements

• Passion for ACCT Philly’s mission and the ability to articulate it effectively
• Strong interpersonal and organizational skills
• Enjoy interacting with people from a variety of backgrounds and experiences
• Commitment to equitable and inclusive practices and an inclusive interaction style
• Upbeat, engaging personality
• Maturity and discretion
• Comfort making decisions in the moment
• Comfort working with clients who may be emotionally escalated
• Motivated self-starter who can work independently and as part of a team
• Ability to shift between priorities and changing activities
• Demonstrated ability to communicate effectively both orally and in writing
• Flexibility to adjust work schedule or flow to meet organizational needs
• Ability to possess or develop deep knowledge of the city of Philadelphia
• Belief that diversity, equity, and inclusion are essential
• High school diploma or equivalent required
• Spanish language proficiency preferred

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Work Environment

• ACCT Philly is open to the public 10am to 6pm daily, including weekends and holidays
• Potential for up to 300 public interactions per day, including with volunteers and rescue partners
• Fast-paced environment with exposure to odors and high levels of noise
• CNKP is described as a community resource with many daily inquiries, high visibility, and high expectations of excellence

Education and Work Experience

• High school diploma or equivalent required
• 1 year experience in client services and/or community facing roles is a plus

Job Type and Pay

• Full-time
• Pay: Up to $19.11 per hour

Work Location

• Onsite in Philadelphia, PA