Colorado Nonprofit Association

Bilingual Call Center Representative – Hybrid

Are you compassionate about animals and have a desire to speak for those who cannot? For over 100 years, the Dumb Friends League has been working to end pet homelessness and animal suffering by providing a strong and steadfast voice for those who cannot speak for themselves. As the largest community-based animal welfare organization in the region, we care for more than 20,000 homeless pets and horses each year at our four facilities and are a national model in animal welfare. If you work well with people too, join our team and help us provide that voice.

Purpose of Position: Provide information and service over the phone to League patrons.

Responsibilities

• Answer and handle incoming phone calls and route calls as needed.
• Provide general information and answer questions about the League’s programs and services.
• Perform administrative tasks such as data entry to update patron and animal records and scheduling appointments for services.
• Maintain Customer Care email inbox.
• Complete To Do’s and microchip tracing.
• Contribute to and lead initiatives to improve processes and procedures.

People Care People are the key to fulfilling our mission. Making internal and external patrons and their needs a primary focus is expected in all situations. This position interacts with and collaborates with employees at all levels of the organization. Communication occurs through face to face, telephone, and electronic interactions and may also include contact with the general public and League business partners. Communication and contact must be clear, understandable, cooperative, professional and respectful in all circumstances. Employees are expected to actively support a positive team environment, directly address conflict, and appropriately express concerns.

Competencies Competencies are work behaviors and expectations necessary for successful job performance. They encompass knowledge, skills, abilities, attitudes, and actions. Organizational competencies apply to all jobs at the League; position competencies are specific to this position.

Organizational Competencies

• Accountability
• Flexibility
• Leadership
• Teamwork
• Attention to Detail
• Initiative
• Managing Resources
• Technical Expertise
• Decision Making
• Integrity
• Results Oriented
• Time Management

Position Competencies

• Analytical Thinking
• Conflict Management

Compensation: Starting at $20.00-$20.90 hour + $1 language differential (starting pay commensurate with market, experience, and equity)

Schedule Details: Five 8-hour shifts.

Work Conditions and Physical Requirements

Performs work in a general office setting and classroom. Potentially prolonged periods of sitting, standing, and repetitive motion. May work in an area with high noise level. Frequent handling of animals subject to animal bites and scratches. Exposure to cleaning chemicals, fumes, dust, animal dander, and feces. Occasional lifting with reasonable accommodation. Drives League vehicles regularly.

We will begin reviewing applications as they are received and anticipate closing the application period on November 14, 2024.

Requirements

Knowledge/Skills/Abilities

• Excellent interpersonal communication skills
• High level of attention to detail
• Proficiency in Microsoft Office programs

Required

• High school diploma or equivalent
• Customer service experience in a high volume call center or similar environment
• Special Training, Certification or Licensure: Bilingual fluency speaking both English and Spanish

Desired

• Experience working with VOIP phone system
• Experience with Chameleon software program