Resource Center Specialist

Position Summary
The Resource Center Specialist serves as the welcoming face of the SPCA of Wake County’s Resource Center, operating at the center of daily client interactions and support.
This role plays a critical part in ensuring a positive and supportive experience for community members seeking assistance, information, or services. More than a traditional front desk position, the Resource Center Specialist is responsible for creating a welcoming environment, responding to community inquiries, coordinating resources, and ensuring visitors are efficiently connected with the appropriate SPCA programs and team members.
This position requires exceptional customer service skills, strong organizational ability, and a calm, compassionate demeanor when working with individuals who may be experiencing stress or uncertainty related to their pets.

Location: Raleigh, NC
Reports to: Director of Community Impact

FLSA Status: Non-Exempt

Schedule: Wednesday-Sunday 10:30am-6:30pm. Weekend work required. 

Who We Are – Society for the Prevention of Cruelty to Animals of Wake County (SPCA Wake)
Founded in 1967 in Raleigh, NC, SPCA Wake is a progressive and innovative private, non-profit animal welfare and sheltering organization. Our organizational core values are the foundation of a positive work culture that values employees just as much as our mission. We are committed to creating a better future for pets and people and we work hard to achieve our goals and offer a rewarding workplace. SPCA Wake provides competitive pay and excellent benefits (see below). Working at SPCA Wake is about more than just a paycheck, it’s about making a difference every day in the lives of pets and people.

With locations in Raleigh and Garner, SPCA Wake rescues, heals and adopts more than 4,000 pets annually and provides assistance to more than 30,000 families and individuals each year. We never place a time limit on how long cats, dogs and other pets stay at our shelter. Our vision is to create a humane community for pets and people. If you are looking to make an impact and to save lives, SPCA Wake is the perfect place for you.

 

Our Core Values:
1- Hell, Yeah!
2- Be Kind
3- Do What You Say
4- Forward Focused
5- Loose & Wiggly
6- Drop the Mic

Essential Duties and Responsibilities
Client Experience & Front-of-House Operations

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  Greet and assist both scheduled and unscheduled visitors with professionalism, warmth, and empathy
  


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  Provide guidance and support to community members who may be stressed, confused, or seeking reassurance
  


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  Serve as a knowledgeable representative of SPCA of Wake County and its mission
  


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  Develop a strong working knowledge of SPCA programs and services to connect visitors with the appropriate departments and staff
  


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  Maintain a welcoming, organized, and professional lobby environment throughout the day
  

Helpline & Community Inquiry Support

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  Serve as an in-person extension of the SPCA Helpline by assisting visitors arriving at the Resource Center
  


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  Respond to and appropriately route inquiries to relevant departments or resources
  


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  Assist in managing approximately 7,000 community inquiries annually, ensuring each interaction is handled with care, clarity, and professionalism
  

Administrative Support & Records Management

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  Maintain accurate and detailed records of client interactions, inquiries, and outcomes
  


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  Utilize internal systems to document and track inquiries
  


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  Manage multiple tasks and client interactions simultaneously while maintaining attention to detail
  


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  Support team workflows and contribute to a collaborative, solutions-oriented work environment
  

Qualifications
Required Qualifications

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  Demonstrated experience delivering high-level customer service, preferably in a fast-paced, public-facing environment
  


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  Strong verbal and written communication skills
  


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  Proven ability to manage multiple competing priorities while maintaining accuracy and professionalism
  


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  Comfort working with technology systems, electronic records, scheduling tools, and inquiry management systems
  


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  Ability to maintain a calm, patient, and professional demeanor in busy or emotionally sensitive situations
  


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  Strong organizational skills and attention to detail
  

Preferred Qualifications

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  Experience working in nonprofit, animal welfare, veterinary, or community service environments
  


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  Experience supporting high-volume inquiry or client service operations
  

Work Environment
This position operates within the SPCA of Wake County Resource Center and involves frequent interaction with community members, staff, volunteers, and visitors.
The role requires the ability to work in a fast-paced, service-oriented environment while maintaining professionalism and composure in emotionally sensitive situations.
Physical Requirements

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  Ability to remain seated or standing for extended periods
  


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  Ability to communicate effectively in person, by phone, and through computer systems
  


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  Ability to move throughout the facility as needed
  

Benefits:

• Medical and Dental: Employer pays 90% of employee coverage (full-time)


• Insurance includes wellness, dental, vision, life, mental health care, prescriptions, emergency & urgent care, chiropractic care, and physical therapy


• Telemedicine options, 24/7 access to virtual health & wellness care and virtual behavioral health care


• PAID TIME OFF –


• All part-time and full-time staff receive paid time off.


• Paid Holidays - 9 paid holidays per year (full-time)


• Vacation Time - 10 paid vacation days per year (full-time) with scheduled increases at milestone anniversaries of hire date


• Sick Time - 6.5 paid sick days per year (full-time)


• FINANCIAL –


• Healthcare: Flexible Spending Account


• 401k Plan


• Coastal Federal Credit Union Membership


• 20% discount on pet adoptions and in SPCA Wake retail store


• OTHER –


• Bereavement time off 


• Federal & State Leave of Absence options

Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may change based on organizational needs.

This job description is not intended to be a contract of employment and does not alter the at-will nature of employment.

The SPCA of Wake County is an equal opportunity employer and considers applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status.

Only the most qualified candidates will be contacted for interviews. No phone calls, please — we’ll have our people call your people!