Client Support Associate; on-site

Summary

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.

The Client Support Associate reports directly to the Team Leader, Client Support and has no direct reports.

• This position is an on-site role and reports to the Champaign, IL ASPCA location.
• Client and Member Service Associates are assigned different shifts ranging from 7 am‑3 pm CST to the latest shift of 11 am‑7 pm CST. Schedules may vary based on the need for phone coverage and are assigned each month. These parameters are subject to change with call volume trends and workforce management adjustments. Shifts are subject to change in the sole discretion of the ASPCA.
• Ability and willingness to travel up to 5% annually, as needed.

• The target hiring range for this role is $21.00 – $22.45.

• 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.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions.
• 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.

• Professionally manage contacts by telephone and electronic means 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.

• Fluent oral and strong written Spanish communication…