About the Role
Job Details
Remote Type
Fully Remote
Position Type
Full Time
Education Level
2 Year Degree or Equivalent
Salary Range
$20.00 – $22.00 Hourly
Job Category
Admin – Clerical
Description
Professional Staff Core Values: This role will serve as an energetic, collaborative and effective team player both within the department and across the Pet Partners organization, exemplifying our core values of being Accountable, Agile, Determined, Positive and Solution-Focused.
Role Summary: The Member/Volunteer Support Coordinator is responsible for providing responsive customer service and administrative assistance in support of Pet Partners’ mission activities. This position will use team-wide standards of communication to support volunteer self-service as well as providing positive first response to individuals needing comprehensive assistance. Must be aware of growth strategy and able to intentionally contribute to program growth.
Role Core Competencies:
- Demonstrated high contributing member of the TAP Volunteer (Member) services staff to effectively register and support high numbers of volunteers (members) to achieve TAP growth goals.
- Demonstrated command of supporting technical platforms.
- Demonstrated knowledge of TAP program and ability to effectively communicate organization and TAP program standards, rules, and procedures.
- Demonstrated ability to pivot and respond to data to improve efficiencies.
- Ability to effectively partner throughout department.
Essential Duties and Responsibilities:
- Establish and sustain knowledge of Therapy Animal Program standards, policies and procedures in order to effectively communicate them to prospective and current volunteers
- Manage incoming leads, cases and emails from in-progress and current volunteers, providing answers to inquiries directly where possible and redirecting other topics to the appropriate party.
- Maintain current SLAs (service level agreements) as set forth by Manager, Volunteer Experience and other leadership, particularly in terms of response and registration processing time.
- Develop expertise related to some registration steps, depending on department needs, in order to efficiently support both prospective and current volunteers.
- Act as point of contact for third-party vendors and facilities, including background check administrators and merchandise providers.
- Provide tier 1 technical support for the Volunteer Center, Learning Management System and payment system, responding to inquiries and resolve problems.
- When necessary, answer incoming phone calls, host office hours, engage with volunteers on social media, and conduct live orientations, providing answers or directing questions appropriately. Handle potentially sensitive information and emotionally charged interactions in a professional and customer service-oriented manner.
- Maintain accurate and detailed volunteer records, inclusive of volunteer status, activities and financial relationships; use records to leverage report creation as needed.
- Contribute to and document processes which would benefit from improvements and contribute to needs assessment and functional planning to ensure efficient operations.
- Represent Therapy Animal Program and AAAIP in cross-department meetings and projects
- Collaborates with and supports Manager of Volunteer Leaders, Volunteer Leader Support Specialists, and National Director on comprehensive plans to grow the Therapy Animal Program
- Other Duties: This is not a comprehensive listing of all activities, duties or responsibilities that may be required of the employee for this job at any time.
Supervisory Responsibilities: This position does not have supervisory responsibilities.
Qualifications
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Exceptional customer service orientation, with strong written, verbal, and interpersonal communication skills.
- Excellent attention to detail, including data entry accuracy managing high-volume workload.
- Sound judgment as it relates to policy interpretation and enforcement.
- Strong decision-making skills and the ability to identify how and when to escalate issues.
- Ability to transition between tasks at various levels of completion.
- Ability to quickly apply new concepts in practice and leverage technology to support business goals.
- Ability to work effectively as an individual contributor and team member.
- Ability to work independently, showing initiative and working effectively and efficiently with minimal direction.
- Enjoys creative problem solving and is open to innovation and dynamic change.
Education/Experience:
- Associate’s degree preferred, plus two years of administrative or customer service related responsibility; or equivalent combination of education and experience.
- Intermediate knowledge and skills with PC operation and software including MS Word, Excel, and, Outlook; experience with and knowledge of a CRM database system such as Salesforce preferred.
- Basic knowledge of both PC and Macintosh operating systems, Apple/Android tablet experience highly desirable.
- Keyboarding speed of 50+ words per minute