Customer Service & Administrative Coordinator

Description

JOB SUMMARY

The Customer Service & Administrative Coordinator provides front-line customer service and administrative support to Pet Alliance, serving as a primary live-agent point of contact for calls routed from Pet Alliance’s AI-assisted call center during business hours. This role provides warm, professional, and timely assistance to adopters, donors, volunteers, clients, vendors, and community members while ensuring questions and concerns are appropriately addressed or routed.

In addition to customer service responsibilities, the Customer Service & Administrative Coordinator provides administrative and executive support to the CEO, including calendar management, meeting coordination, correspondence, and other executive-office needs. This position also responds to customer and client emails, reviews and processes online pharmacy orders in accordance with established protocols, and assists with other organizational projects and administrative functions. The role requires excellent communication, organization, discretion, judgment, and the ability to manage multiple priorities in a fast-paced environment.

RESPONSIBILITIES

The responsibilities listed are not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties that are required of the position. Responsibilities, tasks, duties, and activities may change, or new ones may be assigned at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide warm, professional, and accurate customer service to adopters, donors, volunteers, clients, vendors, and community members with compassion and discretion via phone, email, and in-person communications
• Serve as a primary live-agent point of contact for calls routed by Pet Alliance’s AI-assisted call center, responding to questions about services and programs, providing appropriate support and resources, and routing or escalating inquiries as needed during business hours
• Triage inbound calls by topic, urgency, and audience; resolve routine inquiries, route calls as appropriate, and accurately document messages and follow-up needs
• Assist callers with questions regarding Pet Alliance programs, services, appointments, adoptions, donations, clinics, pharmacy services, and other organizational information
• Maintain accurate call documentation, follow established procedures, escalation protocols, and service standards, and flag recurring issues or trends for appropriate follow-up
• Own, manage and maintain the CEO’s calendar, including internal meetings, board and committee sessions, donor and community engagements, staff meetings, and other appointments
• Build a predictable weekly rhythm around standing commitments and protect focused work blocks
• Coordinate with senior leaders, board members, external partners, and vendors to schedule, confirm, and reschedule meetings
• In advance, prepare meeting materials, agendas, conference call details, reminders, and other information needed to support the CEO’s schedule and meetings
• Assist with CEO travel arrangements, expense reports, correspondence, and other executive-office administrative needs
• Maintain confidentiality and exercise appropriate discretion when handling sensitive executive, organizational, employee, donor, and board information
• Review and process online pharmacy orders in accordance with established veterinary and organizational protocols, 
• Coordinate with the medical team regarding pharmacy questions, exceptions, or clarifications as needed, tracking queue volume, turnaround times, and issues; document decisions and recommend process improvements, as needed
• Maintain accurate records and documentation related to customer inquiries, pharmacy orders, executive support, and assigned projects
• Serve as the organization’s custodian of all contracts, memorandum of understandings, vendor agreements, grants, insurance documents, and other documents; ensure all fully executed copies are collected and filed and maintain version control of drafts in progress
• Establish and maintain a consistent electronic filing system, naming conventions, tagging, and access permissions for easy access to staff for reference
• Track key dates including renewals, expirations, and notice periods, while proactively alerting responsible staff before action is required
• Support research and drafting of standard operating procedures, meeting preparation, documentation, special projects, internal communications, and other administrative needs as directed by the CEO or leadership
• Assist with other organizational and administrative duties, as needed

Requirements

QUALIFICATIONS

• High school diploma or equivalent required; associate’s or bachelor’s degree preferred
• At least three years of work experience in administrative, coordinator, front-desk or similar roles supporting executive-level leaders or senior teams 
• At least 1 year of work experience providing customer service by telephone, email, or other communication platforms
• Previous experience and proficiency with Microsoft 365 and/or Google Workspace, video conferencing, and standard office technology
• Prior work experience in a nonprofit, veterinary, healthcare, animal welfare, or customer-service environment preferred
• Previous experience with AI-assisted programs and integrations preferred

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent verbal, written, and interpersonal communication skills
• Ability to adapt quickly, learn and effectively use new technology, including AI-assisted tools and other organizational systems
• Strong customer service skills and ability to interact professionally with individuals from a variety of backgrounds and circumstances
• Ability to listen carefully, ask appropriate questions, and determine the best course of action for customer and client needs
• Ability to remain calm, patient, and professional when handling difficult, emotional, or frustrating interactions
• Strong organizational, attention to detail and accuracy, and time management skills
• Ability to manage multiple priorities in an environment with frequent interruptions and competing priorities while maintaining a high level of customer service
• Ability to use discretion and sound judgment when handling confidential and sensitive information
• Ability to work independently while also collaborating effectively with multiple departments and leaders
• Ability to identify problems, determine appropriate solutions, and appropriately escalate issues when necessary
• Ability to learn and follow established procedures, protocols, and workflows
• Ability to build and maintain positive working relationships with employees, leadership, customers, clients, volunteers, donors, and community members
• Work collaboratively with departments throughout the organization to ensure customer questions and concerns are appropriately addressed
• Reliable, self-directed, and comfortable working on-site during posted business hours
• Knowledge of calendar management, customer relationship management systems, call center technology, or pharmacy/prescription workflows

PHYSICAL AND MENTAL DEMANDS

• Physical demands include extended periods of sitting, standing, walking, reaching, handling, grasping, and coordination with occasional lifting and carrying requirements of up to 25 lbs.
• Work includes constant use of office equipment such as computers, phones, and copiers
• Work requires cognitive abilities such as critical thinking, problem solving, logical reasoning and deduction, and decision making to adapt quickly to changing business needs of the organization
• Work requires the ability to maintain focus, composure and accuracy while working under pressure and manage stress during difficult situations
• Work requires the ability to remain calm, focused, and professional while managing multiple priorities, frequent interruptions, and potentially difficult customer interactions
• Work requires the ability to maintain confidentiality and exercise sound judgment when handling sensitive information

WORK ENVIRONMENT

• Most work is performed in the business office areas of Pet Alliance which are open and well lit, adequately ventilated, but sometimes noisy and distracting environment.
• Work is also performed in the shelter and/or clinic areas of Pet Alliance which includes occasional exposure to animals.
• The job requires frequent telephone, email, and in-person interaction with customers, clients, employees, leadership, volunteers, donors, and community members 
• This job requires the ability to multi-task under conditions that can be described as extremely fast-paced/high volume and are potentially stressful on a routine basis.