Veterinary Support Associate, CVT

Summary

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.

Our Veterinary Support Associates provide a communication pathway for clients, answering over 25,000 inbound calls and making over 15,000 outbound calls annually. We support veterinary triage, appointment scheduling, and program support for the ASPCA Adoption Center and Animal Hospital in New York City, as well as Community Engagement, Community Medicine, Spay/Neuter Alliance, and Strategy & Research teams. We also collaborate with social‑service agencies and veterinary partners to help at‑risk animals within our designated service areas.

This role is located in our Champaign, IL office and is an on‑site position. Veterinary Support Associates are assigned different shifts ranging from 6:00am to 2:00pm CST at the earliest to 3:00pm to 11:00pm CST at the latest. Shifts may vary based on phone coverage and are assigned each month. Weekend and holiday shifts are required.

Starting pay ranges from $24.50 to $26.90 per hour. Staff may be eligible for shift differential and other incentive compensation based on performance and tenure.

• Affordable health coverage, including medical, employer‑paid dental, and optional vision coverage
• Flexible time off, including vacation, personal, sick, bereavement, paid parental leave, and 10 company‑paid holidays
• Competitive 401(k) plan with generous employer contributions, including a dollar‑for‑dollar match up to 4%
• Professional development opportunities, including classes, on‑the‑job training, coaching, and mentorship

• Professionally manage contacts by telephone and electronic means to keep pets and people together
• Assist in daily operations across all Veterinary Support areas by providing targeted information and services to callers
• Assess and triage illnesses and injuries, referring appropriately to veterinary resources
• Use electronic record databases to document complete case histories, findings, and recommendations
• Complete follow‑up calls to pet owners, rescuers, and veterinary clinics when needed
• Evaluate case‑related charges and recommend actions based on ASPCA protocols
• Consult on‑site and off‑site experts for additional information and case approvals
• Maintain case records and confidential files in required systems
• Collaborate with management and provide input on internal or external issues
• Maintain a professional demeanor during difficult or escalated interactions and communicate positively with all stakeholders
• Deliver excellence in customer service and maintain high case‑record quality levels
• Respond to quality assessments from quality assurance and management staff
• Meet case‑quality, customer‑service, and volume metric goals set for tenure levels
• Perform other duties as assigned and exemplify the ASPCA Core Values:
  Commitment, Ownership, Team, Elevate Others, and Impact

• Excellent interpersonal, written, and oral communication skills
• Spanish oral and written communication skills are a plus
• Computer proficiency and comfort learning new software
• Fast and accurate typing skills
• Understanding of medical terminology and basic animal anatomy
• Ability to adapt to frequent changes in protocols and procedures
• Critical thinking and effective client interaction skills over the phone and electronically
• Detail orientation and ability to observe details, including color discrimination
• Ability to manage large volumes of inbound and outbound calls in a timely manner
• Excellent active listening and rapport‑building skills over the phone
• Exceptional customer service and a professional phone voice
• Strong work ethic and self‑starter, managing multiple priorities in a fast‑paced environment
• De‑escalation skills and professional demeanor during difficult interactions
• Emotional intelligence, resiliency, and concern for safety and well‑being of self, animals, and others
• Ability to work independently or as part of a hybrid team
• Availability to work any shift, including weekends and holidays
• English required;
  Spanish preferred
• Location:
  
  Champaign, IL
• CVT license required (Illinois); veterinary practice or shelter experience preferred; customer service, client relations, or social‑service experience preferred