Customer Care Coordinator

Job Title: Customer Care Coordinator

Location: Fully remote but required to live in Metro Detroit, MI

Hours: Full-Time

Who We Are:

Michigan Humane is a non-profit animal welfare organization dedicated to improving and saving lives through compassionate care, community engagement, and advocacy for animals. For over 140 years, Michigan Humane has been providing compassionate care and advocacy for animals in need, including rescue, rehabilitation, and adoption services. With a team of dedicated professionals and volunteers, Michigan Humane works tirelessly to protect and advocate for the animals and families within our communities.

Why Work with Us:

We’re a mission-based organization, with a commitment to making a positive impact in the lives of animals and families within our communities. If this sounds like something you want to be a part of, we’d love to talk to you. In addition to being a part of an organization that truly makes a difference, there are plenty of additional reasons to consider joining us, including:

• Competitive salary and benefits
• Medical, Vision, and Dental Insurance
• 403(b) Retirement Savings Account
• Opportunities for professional development, growth, and continuing education
• A positive and collaborative work environment
• Work-life balance and flexible working hours (compressed work schedule option!)
• Paid Time Off & Holidays
• Human & Pet Bereavement
• Clinic discounts to up to 75% off services for your own pet(s)
• Relaxed dress code
• Wellness program with professional counseling services available to employees
• Animal food discount
• Free or discounted adoption fees to adopt a new friend.
• Yearly performance reviews & employee engagement surveys
• Student Loan Relief Eligibility through Public Service Loan Forgiveness (PSLF) Program

An essential part of our Call Center, the Customer Care Coordinator is responsible for answering a multi-line phone in a polite and professional manner, providing information, and answering questions regarding all Michigan Humane programs and services. The ideal candidate will be pleasant with exceptional customer service skills, diplomacy, and tact, especially when dealing with a wide variety of clients and their individual, and often emotional, situations. Although this position is remote, you must be located in Metro Detroit, with the ability to commute to our facilities in Westland and Bingham Farms, MI as needed.

Responsibilities:

• Answer phones and assist callers with questions regarding appointments, fees, payment processes, and other Michigan Humane processes and procedures.
• Provide information to callers regarding Michigan Humane services available to them, including community outreach and euthanasia services.
• Acts as a resource for callers regarding holding facilities in their area for stray animals or lost pets.
• Acts as a liaison between callers and adoptable pets by providing information regarding the adoption process and donations.
• Assist with generating reports and data entry for adopted animals and shelter animals needing medical care.
• Attend special fundraising and adoption events as needed.
• Promote Michigan Humane programs and general goodwill among clients and staff.

Qualifications:

• 3 years of customer service or call center experience.
• Experience working in a veterinary, shelter, or medical environment a plus.
• Local to Metro-Detroit area.
• Experience answering a multi-line phone and working with a computer-based appointment system or similar application
• Ability to work independently with minimal supervision as well as cooperatively as a team.
• Good decision-making skills and strong emotional intelligence while exhibiting compassion towards animals and their owners, without judgment.
• Prior experience counseling emotional callers is a plus.

Join our team at Michigan Humane and make a positive impact, grow your skills and career, and be part of a compassionate and dedicated organization. Apply today!