Pet Helpline Representative

Come work as a Pet Helpline Representative for Animal Humane Society, where caring for animals isn’t just a job – it’s our passion. We are on a mission to compassionately and responsibly create a more humane world for animals and their people

Pay: $18/hour

Benefits:

· Health, dental, vision insurance and more! 

· 15+ days of paid time off for a full year 

· 9 paid holidays + 4 floating holidays per full calendar year

· 401K - employer match is 100% up to the first 4% deferred 

Job Purpose: You are a focused and communicative team member. You are responsible for assisting the public with external and internal resources for their animal needs.

Schedule: Full-time; 40 hours/week

• Every other Monday: 9a-5:30p
• Tuesday: 9a-5:30p
• Wednesday: 9a-5:30p
• Thursday: 10:30a-7p
• Friday: 9a-5:30p
• Every other Saturday: 9:30a-6p

Remote Capabilities/Location: Must live in or have easy access to our St. Paul location and be available for occasional in-person meetings at our St. Paul location. Once onboarded, the person in this position will have the opportunity to work remotely for the bulk of their time. Access to reliable internet, ability to prioritize work independently, and foster relationships while working in a hybrid (remote and in-person) environment required.

Interview Process: 1 30-minute phone interview followed by a 1 hour department interview and job shadow (virtual)

What you will be doing:

Communication — Listen, pay attention, and be a responsible steward of sensitive information. Answer incoming Pet Helpline calls. Respond to all email and voice messages.

Customer Service — Provide resources, referrals, and recommend courses of action. Schedule intake appointments, foster returns and re-checks, and complete necessary follow-up.

Process — Maintain accurate documentation of customer and animal records.

Support — Keep abreast of general information regarding the activities and programs of AHS.

Culture — Foster an open and inclusive work environment by modeling AHS’s behaviors and values, consistent with the vision and mission of the organization. Champion a culture of safety and promote meaningful volunteer engagement.

Other duties as assigned

Requirements

Schedule — Regular, predictable attendance, punctuality, and availability to work during operational hours as defined by leadership with the expectation to work varied hours including evening and weekend shifts.

Experience — Customer service experience preferred.

Technology Skills — Strong computer and phone skills required.

Adaptability — Ability to work in a professional and positive manner in a variety of situations. Must be able to tailor communication style to the individual and the situation.

Communication — Excellent interpersonal and communication skills, must have ability to work as a member of the team and partner collaboratively with external and internal customers and departments. Must be able to communicate in a clear and concise manner.

Physical & Emotional Capabilities — Must be able to handle the physical and emotional aspect of work at in an animal shelter environment, including the use of euthanasia.

This position description is intended to describe the general content and/or requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Benefits

About AHS

One of the nation's leading animal welfare organizations, Animal Humane Society helps more than 23,000 animals every year. We’re transforming the way shelters care for animals and engage their communities, advancing animal welfare and creating a more humane world for animals everywhere.

Why Work Here

• Make a difference in the lives of animals and people
• Join a team of coworkers who love animals as much as you do
• Work-life balance
• Unique animal adoption benefits and discounts on veterinary care, pet supplies, and animal training classes
• Health insurance coverage for full time staff includes the following: medical, dental, vision, health savings account, flexible spending account for health care expenses and dependent care, voluntary accident insurance, and employee-paid supplemental life, and employee-paid accidental death and dismemberment insurance
• Employer paid benefits for full time staff includes the following: basic life insurance, basic accidental death and dismemberment insurance, short-term and long-term disability
• 401K with up to 4% match for part time and full time staff
• Nine paid holidays for full time staff
• Paid floating holidays for part time and full time staff (up to 4 days per year based on start date)
• Paid time off for part time and full time staff (amount is based on hours worked and full time/part time status)
• Paid parental leave for full time staff

Our Organizational Commitment to Diversity, Equity and Inclusion:

As an organization dedicated to making the world a more humane and compassionate place for animals, we know that people are at the heart of all that we do. Animal Humane Society’s commitment to diversity, equity, and inclusivity is essential to our mission and shapes our culture, our work, and the services we provide.

At AHS we embrace and honor the inherent dignity and diverse experiences of our team members, volunteers, board members, partners, clients, and visitors, regardless of race, ethnicity, religion, gender identity, sexual orientation, age, ability, or income. Working together to instill equity and inclusivity within our organization will allow us to better serve the people and animals of Minnesota, and ultimately have a positive impact on animals in our care.