Client Support Associate (on-site)

ASPCA • Champaign, IL

1d • $21 - $22 • Onsite

About The Position

The ASPCA Client Support team provides a communication pathway for our clients and fields approximately 100,000 calls 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, Equine Welfare, Grants, National Field & Disaster 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. The Client Support Associate will have excellent customer service and communication skills and will work 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. This person will accept ownership for effectively solving customer inquiries and requests, keeping customer satisfaction at the core of every decision and behavior. The Client Support (CS) team communicates with pet owners and veterinary professionals to schedule services, assess, and report on animal well-being, and keep accurate case records to assist with our mission-focused work.

Requirements

• 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
• Ability to exemplify ASPCA’s core values and behavioral competencies.
• Language English (required)
• Spanish (preferred)
• High school diploma or GED 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

Nice To Haves

• Fluent oral and strong written Spanish communication skills preferred
• Social service, veterinary practice, or shelter experience (professional or volunteer) preferred
• Call center experience a plus

Responsibilities

• 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 Support 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.

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 that allows you even more flexibility to observe the days that mean the most to you.
• 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