Client Support Associate (on-site)

The American Society for the Prevention of Cruelty to Animals • Champaign, IL

3d • Onsite

About The Position

Make a Difference for Animals Every Day. Do you thrive on helping both animals and people? Do you enjoy supporting others, being a trusted resource, and working in a collaborative team environment? At the ASPCA, our Client Support Associates play 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 your 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, our team supports tens of thousands of animals and pet owners through veterinary triage, appointment scheduling, and processing customer requests. We 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. While our work happens over the phone and through digital communication, its impact is felt in homes, shelters, clinics, and communities nationwide. We help remove barriers to care, provide guidance during challenging situations, and connect people with resources that improve and save animal lives. We’re 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
• High school diploma or GED required
• English (Required)

Nice To Haves

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

Responsibilities

• Provide veterinary triage and guidance that helps animals receive appropriate care.
• Support pet owners during stressful and emotional situations with empathy and professionalism.
• Help families connect with services and resources to keep pets in their homes.
• Coordinate appointments and program services across multiple ASPCA departments.
• Manage customer inquiries, including payment processing and requests for records, via telephone and email.
• Maintain detailed case records that contribute to high-quality care and operational excellence.
• 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.
• 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.

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