Member Support Associate (on-site)

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

6d • Onsite

About The Position

Make Every Connection Count—For Animals and Members At the ASPCA, every conversation has the power to create a better future for animals. As a Member Support Associate, you'll serve as a trusted resource for donors and supporters, providing exceptional service that strengthens their connection to our mission and impact. Through phone, email, text, and other communication channels, you'll help answer questions, resolve concerns, and ensure every supporter feels valued and appreciated. This is more than a customer service role—it's an opportunity to be part of a mission-driven team that helps build lasting relationships with the people whose generosity makes lifesaving work possible. The Member Support Team is the primary connection between the ASPCA and our donors. Serving hundreds of thousands of supporters each year, we provide responsive, knowledgeable, and compassionate assistance that helps strengthen donor engagement and trust. We are a collaborative team that values empathy, accountability, and service excellence. Every interaction is an opportunity to create a positive experience, deepen donor relationships, and support the ASPCA's mission to improve the lives of animals nationwide. Together, our work helps ensure that donors remain informed, engaged, and connected to the impact they make possible.

Requirements

• Excellent interpersonal, written, and oral communication skills
• Proficient with computers and comfortable learning new software
• Fast and accurate typing skills
• Ability to track and adapt to frequent changes in protocols and procedures
• Must be able to think critically and interact effectively with donors and members of the public over the telephone and through electronic correspondence
• Ability to manage large numbers of mostly inbound calls in a timely manner
• Excellent active listening skills and the ability to quickly develop a rapport with 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 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.
• Fluent oral and strong written Spanish communication skills preferred
• High school diploma or GED required
• Customer service/client-service facing experience highly preferred
• Call center experience a plus

Nice To Haves

• Fluent oral and strong written Spanish communication skills preferred

Responsibilities

• Serve as a trusted point of contact for donors, responding to inquiries and requests with professionalism, empathy, and accuracy.
• Assist donors with account updates, donation-related requests, and information about ASPCA programs and initiatives.
• Build positive relationships that strengthen donor engagement and support long-term retention.
• Provide timely follow-up and take ownership of inquiries to ensure every donor receives a seamless and exceptional experience.
• Accurately document interactions and maintain high-quality records across multiple systems.
• Identify trends and recurring donor concerns and share insights that help improve processes and the supporter experience.
• Collaborate with teammates and leadership to solve problems, share ideas, and contribute to a positive team culture.
• Maintain excellence in customer service, quality, and productivity while balancing a high volume of interactions.
• Utilize strong listening skills, emotional intelligence, and critical thinking to navigate a variety of donor needs and situations.
• 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 inquiries 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.

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