Member & Volunteer Support Coordinator - Pet Partners (Full-time; Remote within USA)

Pet Partners, a leading non-profit in the therapy animal space, is seeking a talented, service-oriented administrative professional to join our Therapy Animal Program (TAP) team. The Member & Volunteer Support Coordinator is a crucial, front-line role supporting prospective and existing therapy animal teams, helping to expand our reach in sharing the human-animal bond to improve the physical, social, and emotional lives of those we serve.

Role Summary:

In this role, you will be responsible for providing responsive customer service and administrative assistance in support of Pet Partners’ mission activities. You will use team-wide standards of communication to support volunteer self-service as well as providing positive first response to individuals needing comprehensive assistance. In addition, you must be aware of growth strategy and able to intentionally contribute to program growth.

We are looking for an energetic, collaborative and effective team player both within the department and across the Pet Partners organization, exemplifying our core values of being Accountable, Agile, Determined, Positive and Solution-Focused.

Role Core Competencies:

1. Demonstrated high contributing member of the Therapy Animal Program Volunteer (Member) services staff to effectively register and support high numbers of volunteers (members) to achieve Therapy Animal Program growth goals.
2. Demonstrated command of supporting technical platforms.
3. Demonstrated knowledge of Therapy Animal Program and ability to effectively communicate organization and Therapy Animal Program standards, rules, and procedures.
4. Demonstrated ability to pivot and respond to data to improve efficiencies.
5. Ability to effectively partner throughout department.
6. Demonstrated ability to effectively communicate verbally and especially in writing, consistent with the role’s expectations:

• To write in a compelling manner about programs or the position’s area of expertise and responsibility
• To write in an effective manner about organizational initiatives to contribute to specific recruitment and fundraising goals
• To write effectively to summarize data or incorporate as a foundation for strategy recommendations, consistent with expectations of the position

Essential Duties and Responsibilities:

• Establish and sustain knowledge of Therapy Animal Program standards, policies and procedures in order to effectively communicate them to prospective and current volunteers.
• Manage incoming leads, cases and emails from in-progress and current volunteers, providing answers to inquiries directly where possible and redirecting other topics to the appropriate party.
• Maintain current SLAs (service level agreements) as set forth by Manager, Volunteer Experience and other leadership, particularly in terms of response and registration processing time.
• Develop expertise related to some registration steps, depending on department needs, in order to efficiently support both prospective and current volunteers.
• Act as point of contact for third-party vendors and facilities, including background check administrators and merchandise providers.
• Provide tier one technical support for the Volunteer Center, Learning Management System and payment system, responding to inquiries and resolving problems.
• When necessary, answer incoming phone calls, host office hours, engage with volunteers on social media, and conduct live orientations, providing answers or directing questions appropriately. Handle potentially sensitive information and emotionally charged interactions in a professional and customer service-oriented manner.
• Create and maintain accurate and detailed volunteer records, inclusive of volunteer status, activities and financial relationships; use records to write reports as well as interpret and propose action based on volunteer data.
• Contribute to and document processes which would benefit from improvements and contribute to needs assessment and functional planning to ensure efficient operations.
• Represent Therapy Animal Program and AAAIP in cross-department meetings and projects
• Collaborates with and supports Manager of Volunteer Leaders, Volunteer Leader Support Specialists, and National Director on comprehensive plans to grow the Therapy Animal Program
• Other Duties: This is not a comprehensive listing of all activities, duties or responsibilities that may be required of the employee for this job at any time.

Supervisory Responsibilities: This position does not have supervisory responsibilities.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Exceptional customer service orientation, with strong written, verbal, and interpersonal communication skills.
• Excellent attention to detail, including data entry accuracy managing high-volume workload.
• Sound judgment as it relates to policy interpretation and enforcement.
• Strong decision-making skills and the ability to identify how and when to escalate issues.
• Ability to transition between tasks at various levels of completion.
• Ability to quickly apply new concepts in practice and leverage technology to support business goals.
• Ability to work effectively as an individual contributor and team member.
• Ability to work independently, showing initiative and working effectively and efficiently with minimal direction.
• Enjoys creative problem solving and is open to innovation and dynamic change.

Education/Experience:

• Associate’s degree preferred, plus two years of administrative or customer service related responsibility; or equivalent combination of education and experience.
• Intermediate knowledge and skills with PC operation and software including MS Word, Excel, and Outlook; experience with and knowledge of a CRM database system such as Salesforce preferred.
• Basic knowledge of both PC and Macintosh operating systems, Apple/Android tablet experience highly desirable.
• Keyboarding speed of 50+ words per minute.

Certificates and Licenses: None

Physical Demands and Work Environment: The physical demands and work environment described below represent the activities and surroundings of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform the job, the employee is frequently required to talk and hear on the telephone and verbally communicate in person with individuals and groups. The position requires frequent keyboarding. The incumbent may occasionally reach with hands and arms. The incumbent is required to read and respond to documents in hard copy and electronic form.

The incumbent occasionally will carry materials weighing up to 20 lbs. The noise level in the work environment is usually quiet to moderate if/when in an office environment.

Travel Requirements: Occasional travel may be required.

Schedule: Full-time, non-exempt: 37.5 hours/week (7.5 hours daily, M-F)