Community Resource Center Specialist

Oregon Humane Society | Portland, OR

04/16/2024

The Position

The Community Resource Center Specialist supports the daily administrative operations of the organization. This position’s responsibilities may include answering the phone, setting appointments, maintaining animal and client records, helping to facilitate OHS services based on individual need, handling client inquiries and providing other administrative support as needed.

Essential Responsibilities

PERSONAL LEADERSHIP

Consistently strives to exceed expectations; demonstrates flexibility, resilience, and the ability to maintain positive relationships and composure, even under difficult circumstances.
Maintains high ethical standards, including exhibiting behaviors and actions that embrace and align to our organization and customer service values, while treating all people with respect and dignity.
Demonstrates an awareness of your individual personal strengths and development needs, modeling non-defensive behavior and openness to feedback; builds a culture of feedback and learning.
LEARNING

Contributes to regular dialogue and accountability with the leadership team and across the organization to review progress and course correct if necessary.
Utilizes data and insights to identify, understand and articulate the key inputs and metrics that tell the story of the organization/team strategy and its progress.
Builds appropriate feedback loops to measure if we are meeting key milestones and if the impact planned is being felt across the organization.
INFLUENCE & REPRESENTATION

Communicate effectively to executive and other stakeholder groups to ensure they are informed and able to actively engage.
Liaise with and maintain productive relationships with all stakeholders, including other departments, and donors; build mutually rewarding professional relationships inside OHS at all levels.
Leverage our best practices externally and grow OHS’ reputation as a leader in the animal welfare space.
PRIMARY RESPONSIBILITIES

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

Provide client and community support by answering calls and emails of varying complexity. Follow-up on customer calls when required.
Address and resolve related customer requests and escalate as appropriate. Record details of comments, inquiries, complaints, and actions taken.
Route inbound calls to the appropriate resources.
Understand and utilize appropriate OHS and community services to assist clients
Carry out administrative duties such as data entry, filing, typing, copying, scanning, etc.
Provide administrative support to ensure efficient operation of the organization via communication and coordination with internal departments to improve the client experience.
Schedule appointments, while adhering to established protocols to ensure appropriate resources are available for services.
Ability to quickly understand and effectively utilize a variety of online software to serve clients.
Provide strategic recommendations to leadership on department processes.
Organize and maintain program data and statistics using various shelter software and Microsoft Office Suite.
Assist management with administrative and organizational tasks as assigned.


SUPERVISOR RESPONSIBILITY

Supervises: None

ACCOUNTABILITY

Reports Directly To: Community Resource Center Manager

Often Engages Directly With: Customer Care, Admissions, Community Veterinary Hospital, and Medical Team.

Qualifications
Minimum Qualification & Transferable Skills

We are interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We welcome applicants who bring a diversity of identity, culture, experience, perspective and thought. We encourage you to apply, even if you do not believe you meet every one of the qualifications described. You are also encouraged to address how your professional and lived experience, scholarship, mentorship and/or service will contribute to the Oregon Humane Society.

1+ year of related work experience providing customer service and administrative support.
Excellent customer service skills, including ability to work in an empathetic manner with clients in emotionally charged situations, either in person, via email or on the telephone.
Excellent written and verbal communication skills; able to tailor language to a variety of audiences.
Able to maintain confidential and proprietary information in accordance with OHS Standards of Conduct.
Proficient in the use of Microsoft Office Suite.
Able to provide proof of COVID-19 vaccination or submit to weekly testing (medical and religious exemptions may apply).
Bi-lingual English and Spanish.
Able to exercise sound judgment and maintain a professional demeanor during all interactions with the public, partner agencies, donors, staff, and volunteers.
Proficiency using the Microsoft Office Suite, including Outlook, Word, Excel; generally, tech savvy.
Excellent verbal and written communication skills - able to communicate with a diverse population in a consistently informative, respectful, and professional manner.
Preferred

3+ years of work experience providing customer service and administrative support.
1+ year of related work experience in answering calls in an office setting and/or call center
Bi-lingual English and Spanish
Work Environment Conditions & Physical Requirements

This position interacts and collaborates will all levels of the organization, including OHS staff, executive team members, donors, general-public, external vendors, volunteers, and supporters. Contact and communication is carried out through face-to-face, telephone and digital interactions. Excellent customer service skills are essential to success. Communication must be clear, understandable, professional, and respectful in all circumstances.

WORKING CONDITIONS

Work is performed in an office and medical center/animal shelter environment.
Travel between the two campuses may be required.
Working at both campuses may be required.
Occasional weekend and evening work may be required.
Animal contact and related injuries may occur.

Noise exposure varies and sometimes includes uncontrolled barking and other animal vocalizations.
Pace of work is active and demanding, requiring a high degree of multitasking and ability to adapt to changing priorities while managing concurrent projects/tasks to completion.
Contact with angry or emotional people may occur.

PHYSICAL REQUIREMENTS

Occasional lifting and moving of inanimate objects weighing up to 50 lbs.
Occasional pushing and pulling of carted items weighing up to 100 lbs.
Occasional moving items above shoulder level.
Occasional use of hands and arms at or above shoulder level.
Prolonged standing, sitting and/or stooping may occur.
Occasional climbing and bending.
Must be able to lift, move, restrain, guide, or manage an animal weighing up to 150 lbs. on a leash on an occasional basis.
Must be able to remain in a stationary position for prolonged periods.
Ability to respond and perform life saving techniques in an emergency.
Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and address and overcome complex challenges and barriers. We strive for a culture of integrity, respect and compassion where every member of our community contributes their perspectives and authentic selves and where everyone reaches their potential as individuals and teams. We recognize that striving for diversity, equity and inclusion is a journey, and we are committed to learning, listening, and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Oregon Humane Society is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group.

At-Will Employment

This position description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to follow any other job-related duties required by their supervisor. This document does not create an employment contract implied or otherwise, other than an “at-will” relationship.

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May 22, 2024