Job Description

Resource Center Specialist - Full Position Available

Bilingual English/Spanish Speakers Preferred

Job description:

Emancipet’s Resource Center (RC) is the beating heart of our day-to-day operations. Resource Center Agents answer calls, schedule appointments, fulfill records requests, field inquiries, and serve as the first point of contact for hundreds of thousands of clients each year. Working from our call center in Austin, TX (with the ability to work remotely eventually), our Resource Center Specialists will work as part of the RC team to achieve Emancipet’s bottom lines of high-quality medical care, transformative experiences, and sustainable finance. Specialists will fulfill client record requests, help answer clinic operations questions and schedule/reschedule appointments while delivering exceptional customer service in each and every interaction.

**This is an Austin based, in-person position, with the opportunity to move to a hybrid work from home possibility at a later date.

You may be our ideal Resource Center Specialist if you meet the description above, and if:

• You are so friendly that you have never met a stranger!
• You never go anywhere without your Bluetooth headset – growing up you could talk on the phone for hours on end!
• Telemarketers regret calling you ‘cause you’re more than happy to chat with strangers about what’s on their mind!
• You think pets are great and the people who love them are even greater!
• You are a great communicator who can give directions to places you have never visited (seriously – we’ve got clinics in Austin, Pflugerville, Killeen, Houston, and Philadelphia, PA)!
• When it comes to grades, a B+ (or in our case, anything less than a 90% customer satisfaction rate) just isn’t good enough!

Responsibilities:

• Providing clients with key information to ensure they are well-prepared for their visit and to set clinic staff up for success
• Booking and rescheduling appointments for Emancipet clients
• Finding and emailing client records promptly and accurately
• Creating an awesome first impression of Emancipet by warmly interacting with and engaging our clients telephonically
• High volume accurate data entry across multiple software platforms
• Meeting personal/team metrics (both in terms of quality and quantity)
• Additional duties as assigned

Requirements:

• A belief that people love their pets and will do what is best for them when given the opportunity
• Able to work Monday through Saturday, between then hours of 6am – 6pm (but not all 6 days!)
• Access to a reliable internet connection to support a clear online phone connection
• Ability to navigate Microsoft Word, Excel and Outlook easily (Google Sheets is a plus)
• Quick learner when it comes to navigating a new CRM
• Strong listening skills and the ability to speak clearly, concisely, and with compassion
• Customer focused and able to quickly adapt to different personality types
• Ability to prioritize tasks and manage time effectively
• Access to reliable transportation to/from Emancipet HQ in North Central Austin
• High school diploma or GED
• Love for pets – and for the people connected to them!

Best In Class Health Coverage for You and Your Family

The benefit package includes:

• Health Insurance- 100% Emancipet-paid for employee coverage and children under 26. This is a PPO health insurance plan.
• Dental- 100% Emancipet-paid for employee coverage and children under 26.
• Vision- 100% Emancipet-paid for employee coverage and children under 26.
• Telehealth- 100% Emancipet-paid Telehealth for your entire family: partner/spouse and all children under 26 (regardless of insurance status) that provides $0 visits for urgent care, mental and behavioral health care, pharmacy, and health advocacy services.
• Life AD&D 100% Emancipet-paid.
• Voluntary Benefits include accident, cancer, supplemental life, short- and long-term disability, and more.
• Identity Theft Plan 100% Emancipet paid
• Travel Plan 100% Emancipet paid
• Employee Assistance Program
• Support for Pet Family Members- $324 per year in free services or products through Emancipet

Other Benefits

• Generous Paid Time Off - 9 paid holidays, 80 hours of PTO (increasing with tenure), with the ability to roll over 40 each year.
• Public Student Loan Forgiveness Program- This position qualifies for the program, with employment time counting towards qualifying years for loan forgiveness.
• 401k Plan- Employer matching: Emancipet matches half of your contribution up to 5% of your annual pay. Employees can participate from their first day at Emancipet.

Who We Are:

We are a nonprofit on a mission to make veterinary care affordable and accessible for everyone. We believe people love their pets and will do what’s best for them when given the opportunity. We work to provide that opportunity.

Emancipet is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Emancipet is committed to the principle of equal employment opportunity for all applicants and employees. All employment decisions at Emancipet are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex, age, physical or mental disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, genetic information, or any other status protected by the laws or regulations in the locations where we operate.

We are intentional in creating a diverse staff and leadership team, and work to create an inclusive environment for all employees. You belong here!

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