Help Center Specialist

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Volunteer Job Description

Job Title: Help Center Specialist

Department: Volunteer Services

Schedule: Monday-Sunday between 10am and 7pm

Preferred Commitment 2-4 hour blocks of time, at least once weekly, on expected & scheduled days (i.e. every Monday, 10am until 2pm)

Reports To: Resource & Intake Coordinator

Volunteer Coordinator

General Scope: Following the Service Enterprise model, this volunteer is responsible for responding to first level Help Center calls, e-mails, and messaging; using SICSA-approved answers, referrals, and follow-up processes.

Essential Functions/Major Responsibilities:

• Provide first-level contact, conveying SICSA-approved resolutions, referrals, and follow up with clients seeking help with companion animals.
• Properly escalate needs to the next level of support, including scheduling for services.
• Consistently track, route, and redirect help queries to ensure their conclusion.
• Update client data and activity reports in a timely manner.
• Utilize excellent customer service skills and empathy, exceeding client expectations.
• Preserve and grow your knowledge of SICSA-approved resolutions, referrals, and services.
• Communicate difficulties, problems, and suggestions for improvements using the appropriate process/chain of command.
• Responsible for accurately recording personal volunteer hours in Volgistics, or communicating this information directly to the Volunteer Coordinator.

Specific Job Skills:

• Current, active, 18 years of age or older Adult volunteer.
• Able to work well with staff, fellow Volunteers & the public as needed to support SICSA’s mission.
• Possesses excellent critical thinking skills to collaborate with owners to find creative solutions.

Other Requirements:

• Must have moderate to above-average skills in using computer programs such as Outlook, e-mail, Facebook, Excel, and basic record management software.
• Must be able to demonstrate excellent communication and conflict resolution skills, including verbal and in writing.
• Must be able to demonstrate compassion in difficult situations without judgement.
• Must have a high level of attention to detail.
• Must be able to bend, reach, sit, and stand for prolonged periods.
• Must be comfortable working around animals of varying temperaments with unknown backgrounds as well as consistent exposure to animal allergens in conditions with limited alternatives available.

Preferred Background Education and/or Experience:

• Attend Orientation, Dog 101, Cat 101, Mod Squad, and Cat Whisperer trainings.
• Volunteers are encouraged to continuously expand knowledge & skills by attending courses through Paws & Tails University.
• Must be willing to learn ShelterLuv software.
• Current SICSA member in good standing.

How to Apply:

• Contact the Volunteer Coordinator once educational requirements are completed.