Veterinary Support Associate, CVT

Overview

The ASPCA Veterinary Support team is seeking a friendly, engaging, reliable, and people‑savvy individual who wants to make a difference in the world. The Certified Veterinary Technician will have excellent medical knowledge, customer service, and communication skills. They will effectively and professionally communicate with pet owners and veterinary professionals regarding emergency triage, 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.

Veterinary Support Associates provide a communication pathway for clients, answering over 25,000 inbound calls and making over 15,000 outbound calls annually, and support the ASPCA Adoption Center, Animal Hospital, and several community programs.

• Professionally manage contacts by telephone and electronic means from departmental referrals, animal owners, and others involving animals, with the goal of keeping pets and people together.
• Assist in the daily operations of all areas of Veterinary 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 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.
• Assess case‑related charges and make recommendations based on ASPCA protocols.
• Consult on‑site and off‑site experts as needed for additional information and case approvals.
• Maintain case records appropriately in all required systems and assist with maintenance of confidential files.
• Collaborate with management and provide input when internal or external issues arise.
• Maintain a professional demeanor during difficult or escalated interactions and a positive and supportive attitude in all communications.
• Maintain excellence in customer service and high case record quality levels; respond to quality assessments and meet case quality, customer service, and volume metric goals as set for specific levels of tenure.
• Other duties as assigned.

• Excellent interpersonal, written, and oral communication skills.
• Strong oral and written Spanish communication skills a plus.
• 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; think critically and interact effectively with clients, veterinary practices, and pet parents over the telephone and electronic correspondence.
• Detail oriented, able to examine and observe details, and discriminate colors.
• Ability to manage large numbers of inbound and outbound calls in a timely manner.
• Excellent active listening skills and the ability to quickly develop rapport with clients over the phone.
• Exceptional customer service and professional phone voice.
• Strong work ethic and self‑starter; 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.
• Adapt and meet the varied needs of 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.
• Work well with or without direct supervision; work as part of a hybrid team.
• Availability to work any shift, including weekends and holidays.

Compensation: Starting pay will depend on factors such as education, training, experience, location, business needs, and market demand. The target hiring range for the new hire is Zone 1 Champaign, IL: $24.50 – $26.90 per hour. Additional pay may be available for shift differentials or performance.
Benefits: The ASPCA offers a comprehensive benefits package…