Bilingual Call Center Specialist

Description

 The Bilingual Call Center Specialist plays a vital role in supporting families and their pets by delivering compassionate, solution-focused service. This position is often the first point of contact for clients seeking wellness care, spay/neuter services, dental appointments, heartworm treatment and end-of-life support, resources, and guidance. The specialist is also responsible for scheduling appointments, filling medications, prevention and ensuring every client receives clear communication, accurate information, and exceptional care.

The specialist is responsible for answering high-volume calls, assessing each client’s needs, identifying barriers, and helping families navigate the services that will best support their pets. This role ensures safe, timely, effective, and client-centered care while upholding PRC’s mission of ending pet homelessness, increasing pet retention, and improving the quality of life for pets and the people who love them.

Essential Duties and Responsibilitiesu

Client Care & Communication

• Answer 50–65 inbound calls daily with compassion, professionalism, and patience.
• Assist callers in determining what services or support their pets need, providing accurate information about wellness, spay/neuter, urgent needs, and end-of-life appointments.
• Provide emotional support during difficult conversations, including illness, behavioral concerns, or end-of-life situations.
• Serve as an educational resource—answering questions, explaining protocols, and promoting Pet Resource Center programs, services, and missions.
• Communicate clearly across all channels, including phone, email, postal mail, and in-person dialogue when needed.
• Gather patient histories, assess client needs, identify barriers, and offer solutions or referrals.

Scheduling & Documentation

• Schedule and manage appointments accurately, ensuring clients understand preparation instructions and next steps.
• Record all client and patient information with precision and in real time.
• Process daily paperwork, service notes, and follow-ups with accuracy and adherence to Pet Resource Center policies.
• Maintain current knowledge of community resources and refer families to veterinary partners or support programs as needed.

Advocacy & Resource Support

• Act as a liaison between clients, veterinary staff, and external partners to ensure pets receive the most appropriate care.
• Provide guidance to families facing urgent or emotional situations, helping them make informed decisions.
• Offer support and follow-through for clients facing financial, transportation, or resource barriers.

Operational Excellence

• Actively contribute to achieving department goals through efficiency, teamwork, and customer excellence.
• Maintain clean, organized, and sanitary work areas.
• Ensure compliance with OSHA, safety, HIPAA, confidentiality, and all federal and state regulations.
• Participate in ongoing training, development, and in-service education to continually build knowledge and skills.
• Complete all other tasks and duties assigned to support smooth clinic operations.

Our Offer

• Pay: $15–$16.00/hour, based on experience
• Full-time schedule
• Health, dental, vision, and life insurance options
• Three (3) weeks of paid annual leave with flexible scheduling
• Paid holidays
• 401(k)
• Kudos incentive program

Requirements

•  High energy with a passion for helping animals and people
• Exceptional customer service skills
• Calm and confident when handling difficult or emotional client situations
• Strong decision-making abilities
• Ability to thrive in a high-volume, fast-paced environment
• Outgoing, positive, and approachable personality
• Bilingual (English/Spanish) strongly preferred
• Excellent computer and typing skills
• Experience in call center, veterinary reception, or animal welfare settings is a plus