Client Support Associate (on-site)

ASPCA • Champaign, IL

4d • $21 - $22 • Onsite

About The Position

The Client Support Associate plays a critical role in helping animals receive the care they need while supporting pet owners and communities across the country. Every conversation has the potential to keep a family and their pet together, connect an animal with lifesaving resources, or support the ASPCA’s mission to protect animals from cruelty and suffering. This is more than a call center role; it’s an opportunity to apply communication skills, attention to detail, and compassion on a national scale while working alongside a dedicated team of professionals who are passionate about making a meaningful impact. The Client Support team serves as a vital communication pathway for clients and a connection point between animals in need and the ASPCA programs designed to help them. Each year, the team supports tens of thousands of animals and pet owners through veterinary triage, appointment scheduling, and processing customer requests. They work closely with departments across the ASPCA, including the Animal Hospital, Community Medicine, and Poison Control, as well as other national ASPCA initiatives focused on animal welfare. The impact is felt in homes, shelters, clinics, and communities nationwide, helping to remove barriers to care, provide guidance during challenging situations, and connect people with resources that improve and save animal lives. The team is a collaborative group of customer service and veterinary professionals who believe that expertise, empathy, and teamwork can transform outcomes for animals and the people who care for them.

Requirements

• 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, 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 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.
• Display emotional intelligence and resiliency
• Display care and concern for the safety and well-being of self, animals and others, especially during stressful situations
• Must work well with or without direct supervision
• Ability to work as part of a hybrid team
• Availability to work any shift
• English (Required)

Nice To Haves

• Strong oral and written Spanish communication skills a plus
• Customer service, client relations, or social service experience preferred
• Veterinary practice or shelter experience (professional or volunteer) preferred
• Call center experience a plus
• Spanish (Preferred)

Responsibilities

• Provide professional and compassionate support to pet owners, veterinary professionals, rescue partners, and internal stakeholders via phone and electronic communication, with the goal of helping pets and people stay together whenever possible.
• Assist callers by providing information about ASPCA programs, services, and resources, helping connect them to the support that best meets their needs.
• Assess and triage animal illnesses and injuries in accordance with established protocols and refer cases to appropriate veterinary resources when needed.
• Accurately document case histories, assessments, recommendations, and outcomes in electronic record systems.
• Complete follow-up communications with pet owners, rescue organizations, veterinary clinics, and other partners as required.
• Review case-related information and make recommendations in accordance with ASPCA guidelines and established protocols.
• Consult with subject matter experts to gather information and support appropriate case handling.
• Handle confidential information with discretion and assist in maintaining secure records and files.
• Work collaboratively with teammates, supervisors, and other ASPCA departments to support daily operations and deliver a positive client experience.
• Maintain professionalism, empathy, and composure when handling sensitive, emotional, or escalated interactions.
• Communicate in a positive, respectful, and supportive manner with both internal and external stakeholders.
• Deliver excellent customer service while meeting established expectations for quality, productivity, accuracy, and case documentation.
• Participate in coaching, training, and quality assurance activities to support ongoing growth and development.
• Perform other duties as assigned.

Benefits

• Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
• Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar-for-dollar up to 4% and provide an additional 4% contribution toward your future each year.
• Robust professional development opportunities, including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field and so much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED