Position Summary: This is primarily a client service and communications position within Wright-Way Rescue. This position is responsible for ensuring that adopters, potential adopters, volunteers, and all members of the public who reach out to us have a positive and enjoyable experience and are offered top level customer service, as well as opportunities to learn about our programs, work, and mission. This role reports to the Director of Adoptions.

Responsibilities:

• Be able to articulate Wright-Way Rescue’s mission and operations both to current staff, as well as members of the public who may have never heard about the organization

• The ideal person for this job would be a team player, personable, professional, upbeat, and energetic, takes initiative, uses tact and diplomacy

• Ensure Wright-Way Rescue is represented positively and competently via phone and email for all correspondence

• Work with the Director of Adoptions and Leadership team to determine goals for the Call Center

• Participate in the development of strategies for what must be done to achieve the organization’s animal-saving goals for upcoming weeks, months, and year

• Improve efficiency of Call Center’s processes and protocols

• Work with marketing to increase adoptions and target longer-stay pets

• Review applications, and follow-up with applicants, adopters, visitors, and fosters when needed

• Aim to make matches that are beneficial to adopters’ lifestyles and needs, as well as various animal’s personality and requirements

• Educate owners about proper pet care, and be able to articulate any medical or special needs of individual animals

• Create and maintain proper documentation for all adopters and correspondence

• Arrange for assistance with IT matters when needed

• Facilitate external and internal communications regarding the adoption program, and any medical or behavioral updates on animals (adopted, being returned, or currently in our program)

• Serve as the Wright-Way Rescue first point of contact, and as so, maintain professionalism and alignment with the Wright-Way mission accordingly.

• Support other internal programs, as needed

• Perform any additional duties as needed and/or assigned

Skills and Experience:

• Proven experience with customer service, client relations, and managing staff preferred

• Ability to act calmly decisively in difficult and fast-paced situations

• Excellent communication skills and professionalism are necessary for this position

• Strong interpersonal skills to handle sensitive and confidential situations.

• Proven attention to detail with advanced organizational and time management skills

• Ability to professionally advocate Wright-Way Rescues' position on issues

• Proficiency with Microsoft Windows and Office applications, especially Word, Excel and PowerPoint. Comfortable learning new systems, including online information systems

• Valid Driver's License with access to transportation to travel on organization business

Physical Requirements:

• Extended periods of time working on the computer with repetitive typing, arm and hand motion

• Ability to lift 40+lbs

• Ability to travel via various forms of transportation

• Ability to be in a shelter environment and handle dogs of all sizes and cats when necessary

• Able to drive a Wright-Way Rescue van or other Wright-Way Rescue vehicle when necessary

Job Type: Full-time

Pay: $12.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Murphysboro, IL 62966: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please briefly discuss your availability and preferred working hours. Specificity regarding times and each day of the week is appreciated.
• Please briefly discuss your interest in Wright-Way Rescue, and why you would be a good fit for this position.
• Please briefly discuss your approach to, comfort level with, and prior experience with customer service, particularly regarding email and phone communication.
• Please briefly discuss your prior experience and knowledge with dogs, cats, and elements related to pet ownership.
• Please briefly discuss your comfort level and experience working with spreadsheets and computer systems/databases.
• Quality attention to detail is highly valuable in this role. Do you feel this suits you?
• Contingent upon our evaluation to proceed with your application, please provide your availability for a Zoom interview.

Experience:

• call center: 1 year (Preferred)
• customer service: 1 year (Preferred)

Work Location: One location

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