Summary:
The ASPCA Client & Member Support team provides a communication pathway for our clients and donors and fields approximately 300,000 calls and 20,000 emails annually. Our Client Support work involves providing veterinary triage, appointment scheduling, program support, and logistics for the ASPCA Adoption Center, Animal Hospital, Communications, Community Engagement, Community Medicine, Grants, National Field Response, Spay/Neuter Alliance and Strategy & Research teams. Additionally, this team collaborates with social service agencies and veterinary partners to help the most at-risk animals within our designated service areas. Our Member Support work involves supporting donor account requests and donation processing. The team has direct contact with the ASPCA members to influence donor decisions by leveraging programmatic knowledge of the ASPCA. Team members interact directly with ASPCA members and one-time donors via calls and emails in order to address account updates and provide ASPCA-related information.
The Client and Member Support Associate will have excellent customer service and communication skills in both English and Spanish and will work within two primary areas: 1) Effectively and professionally communicating with pet owners and veterinary professionals to schedule services, assess and report on animal health and well-being, and keep accurate case records to assist with ASPCA mission-focused work involving at-risk animals, surrender prevention, and anti-cruelty intervention. 2) Answering and responding to customer service calls, emails, texts, and direct messages from our donors. This person will accept ownership for effectively solving customer inquiries and requests, keeping customer satisfaction at the core of every decision and behavior.
Responsibilities:
Responsibilities will include, but are not limited to:
Client Support Responsibilities (50%)
- Professionally manage contacts by telephone and electronic means from departmental referrals, animal owners, and others to keep pets and people together
- Assist in the daily operations of all logistical areas of Client Services by maintaining knowledge of ASPCA program areas and assisting callers with information and services to provide targeted support
- Assess/triage illnesses and injuries appropriately, referring to the appropriate veterinary resources
- Utilize the electronic record databases to record complete case histories, document findings accurately, and provide detailed recommendations to owners.
- Complete follow-up phone calls to pet owners, rescuers, and veterinary clinics as needed
- Consult the on-site and off-site experts as needed for additional information
- Assist with maintenance of confidential files
- Collaborate with management and provide solution driven ideas when internal or external issues arise
- Maintain a professional demeanor during difficult or escalated interactions
- Maintain a positive and supportive attitude in all internal and external communications
- Maintain excellence in customer service and high case record quality levels. Respond to quality assessments provided by quality assurance and management staff. Meet case quality, customer service, and volume metric goals as set for specific levels of tenure.
Member Support Responsibilities (50%):
- Professionally manage contacts initiated by telephone and electronic means, from donors and the general public, with the goals of providing the highest level of customer service and retaining donors, so more animals can be helped
- Provide follow up as needed to ensure excellent customer experience
- Uphold confidentiality with donor data
- Maintain accurate case records in all required systems
- Conduct quality assurance on case records
- Assist in identifying trends in inquires and report to management
- Collaborate with management and provide solution driven ideas when internal or external issues arise
- Maintain a positive and supportive attitude in all internal and external communications
- Maintain excellence in customer service and high case record quality levels. Respond to quality assessments provided by quality assurance and management staff. Meet case quality, customer service, and volume metric goals as set for specific levels of tenure.
Exemplifies the ASPCA’s Core Values:
- Has Commitment and dedication to improving the lives of animals
- Demonstrates Ownership and feels responsible for outcomes
- Believes in Team - that we are stronger together
- Seeks to Elevate others and reimagine what is possible
- Focuses on Impact, specifically making change for animals
Qualifications:
- Fluent oral and strong written Spanish communication skills preferred
- Excellent interpersonal, written, and oral communication skills
- Proficient with computers and comfortable learning new software
- Fast and accurate typing skills
- Understanding of medical terminology and basic animal anatomy
- Ability to track and adapt to frequent changes in protocols and procedures
- Must be able to think critically and interact effectively with clients, donors, veterinary practices, and pet parents over the telephone and through electronic correspondence
- Ability to manage large numbers of inbound and outbound calls in a timely manner
- Excellent active listening skills and the ability to quickly develop a rapport with clients and donors over the phone
- Exceptional customer service and professional phone voice
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Ability to de-escalate and maintain a professional demeanor during difficult or escalated interactions.
- Ability to adapt and meet the varied needs of our clients and donors.
- Display emotional intelligence and resiliency
- Ability to work as part of a hybrid team
Additional Information:
- Client & Member Support Associates are assigned different shifts ranging from 7am-3pm CST to the latest shift of 11am-7pm CST. Schedules may vary based on the need for phone coverage and are assigned each month. These parameters are subject to change with call volume trends and workforce management adjustments. Shifts are subject to change in the sole discretion of the ASPCA.
- Occasional Saturdays and holidays are also required.
- Ability and willingness to travel up to 5% of the time as needed.
- This position is based out of the ASPCA Midwest Office in Champaign, IL and requires all shifts to be worked from in this office.
Education and Work Experience:
- High school diploma required
- Associate degree or equivalent experience required
- Customer service/client-service facing experience highly preferred
- Social service, veterinary practice, or shelter experience (professional or volunteer) preferred
- Call center experience a plus
Compensation and Benefits:
Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.
- The target hiring range for this role is $21.00 - $22.45
For more information on our benefits offerings, visit our website.
Stay Connected – Join Our Talent Community
If you are interested in joining our team but do not see a position listed that fits your experience or interests, please join our Talent Community to stay connected to future opportunities with the ASPCA.
Qualifications:
See above for qualifications details.
Language:
English (Required), Spanish
Education and Work Experience:
High School Diploma (Required)
Our EEO Policy:
The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.
Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.
Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.
ASPCA is an Equal Opportunity Employer (M/F/D/V).
About Us:
The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.
The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.
The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.
At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.
Your Employee Rights Under the Family and Medical Leave Act:
Pursuant to regulations of the Family and Medical Leave Act (FMLA), we provide this notice to applicants about eligible employees’ protected leave for certain reasons. Click on the link to learn more.
Applicants that are residents of Colorado and Oregon: Per CO Senate Bill 23-058 and ORS 659A.030, we cannot generally request or require any age-related information (i.e., age, DOB, attendance or graduation dates from an educational institution) on an initial employment application; this includes any age-related inquiries through completion of the initial interview. We can require/request additional application materials; if those materials contain any age-related information, an applicant should redact the information before submitting an initial employment application.
Indiana Applicants: Pursuant to Indiana law, we are providing notice that it is an unlawful employment practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by: (1) refusing to employ an applicant for employment on the basis that the applicant is a veteran of the armed forces of the United States; or (2) refusing to employ an applicant for employment on the basis that the applicant is a member of the Indiana National Guard or a member of a reserve component. Should you feel that you were a victim of discrimination on the basis of veteran status, please let us know at careers@aspca.org. Alternatively, you can file a complaint with the following agencies at any time: Indiana Civil Rights Commission (ICRC) 100 North Senate Avenue, Room N103, Indianapolis, IN 46204; Office: (317) 232-2600 | Toll Free: (800) 628-2909; Hearing Impaired: (800) 743-3333 | Fax: (317) 232-6580; E-mail: icrc@crc.in.gov | Website: www.in.gov/icrc. Equal Employment Opportunity Commission - Indianapolis Field Office; 115 W. Washington Street South Tower Suite 600; Indianapolis, IN 46204; Phone: 463-999-1240; Fax: 317-226-7953; TTY: 1-800-669-6820;ASL Video Phone: 844-234-5122.
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