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.

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…