Customer Care Coordinator

The Customer Care Coordinator is responsible for answering a multi-line phone in a prompt and professional manner, providing information and answering questions regarding Michigan Humane (MH) programs and services. This role is part of a non-profit animal welfare organization dedicated to improving and saving lives through compassionate care, community engagement, and advocacy for animals.

What You Will Do

Answer phones, set appointments, discuss fees, explain payment process, submit requests, provide counseling, schedule appointments, advise callers, provide information, generate reports, and complete data entry.

Why It Might Be a Fit

This role is ideal for someone who is compassionate, has good decision-making skills, strong emotional intelligence, and attention to detail. The ideal candidate will be able to work independently with minimal supervision and cooperatively as a team, and exhibit compassion towards animals and their owners without judgment.

Requirements

• Bilingual Spanish/English highly preferred
• Associate's Degree, or at least two years of completed college coursework preferred
• A minimum of 3 years Call Center or Customer Service experience
• Experience answering a multi-line phone and working with a computer-based appointment system (or similar application)
• Good decision-making skills, strong emotional intelligence, and attention to detail
• Exhibit compassion towards animals and their owners, without judgement
• Prior experience counseling emotional callers would be a plus
• Microsoft Office skills, including Word, Excel and Outlook

Benefits

• Competitive salary
• 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
• Sabbatical Policy
• Uniform Allowance
• Paid Parental Leave
• Yearly performance reviews & employee engagement surveys
• Student Loan Relief Eligibility through Public Service Loan Forgiveness (PSLF) Program