Client and Member Support Associate
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About The Position
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. This position has a target start date of 7/14/2025.
