Contact Center Specialist

Overview The Humane Society for Southwest Washington is seeking a full-time Resource Center Specialist (FLSA nonexempt). The role serves as the primary point of contact for incoming public communication across multiple channels and delivers accurate, timely, and compassionate support across programs and service lines. Responsibilities Communication Management & Intake: serve as the first point of contact for all inbound communication; manage high volumes while maintaining accuracy and professionalism; gather information and document interactions; route inquiries to appropriate departments based on established workflows. Client Support & Problem Solving: provide clear information about programs, services, policies, and resources; assist with veterinary services, admissions, adoptions, lost and found, and community programs; resolve routine inquiries and escalate when appropriate; explain eligibility, financial assistance options, and program limits; follow up on unresolved inquiries. De-escalation & Emotional Support: respond professionally to stressed individuals; use de-escalation techniques and empathy; maintain composure in high-stress situations; balance compassion with policies and safety. Operational Coordination: maintain knowledge of multiple programs; coordinate with internal teams; manage appointment workflows including booking, modifications, no-shows, and payments; recognize escalation triggers and escalate per protocol; identify trends and support workflow improvements. Documentation & Systems: document client interactions and requests; use platforms to manage workload; ensure data privacy and confidentiality. Qualifications & Skills Required At least 1 year of experience in customer service, call center, or high-volume communications Strong verbal and written communication skills Ability to manage high-volume, multi-channel environments Demonstrated emotional intelligence, empathy, and professionalism Ability to remain calm in stressful interactions Strong problem-solving skills and sound judgment Balance compassion with policy limits and resources High level of organization and attention to detail Ability to learn across multiple programs Preferred Experience in animal welfare, veterinary or human/social services Bilingual or multilingual, especially Spanish, preferred Compensation The hourly pay ranges from $19.47 to $20.85 per hour; starting wage depends on experience. Benefits & Perks Health, dental, and vision insurance (effective the first of the month following hire) 401(k) retirement plan with employer match and vesting Employee Assistance Program (EAP) for employees and household members Section 125 FSA for health and dependent care Life, disability, and accidental insurance options Employee discounts and partner discounts PSLF-qualified employer PTO This position accrues PTO at 1.84 hours per 40 hours worked. Additional time includes floating holidays, bereavement leave, and pet bereavement leave. Working Conditions & Expectations High-volume, fast-paced environment with ongoing public interaction Regular exposure to emotionally challenging situations involving animals and people in crisis Ability to sit for extended periods while using phone and computer systems Work within established protocols, knowing when to answer, ask for help, or escalate May require weekend or evening shifts based on operational needs Culture Vision: A community where everyone loves and cares for animals. Mission: Rescue. Return. Restore. Rehome. Reconnect. One animal at a time. Values: Compassion. Collaboration. Excellence. Service. Integrity. How to Apply To apply, click the Apply button. HSSW participates in E-Verify. We are an equal opportunity employer and provide reasonable accommodations during the hiring process for qualified applicants with disabilities. For more information, visit our careers page (no links in this version). Application Deadline Open until filled. #J-18808-Ljbffr