Member Support Associate (on-site

Summary Overview
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.

Deliver Exceptional Support and Create Meaningful Donor Experiences

As a Member Support Associate, you'll help foster strong donor relationships by providing outstanding service and support across multiple communication channels. You will:

• 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.

Success in This Role

You are a compassionate communicator who enjoys helping others and creating positive experiences. You excel at building rapport, solving problems, adapting to change, and delivering exceptional service. Most importantly, you are motivated by the opportunity to support donors whose generosity helps the ASPCA make a difference in the lives of animals every day.

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

• This position is an on-site role and reports to the Champaign, IL ASPCA location.

• Member Support Associates are assigned different shifts ranging from 7am-3pm CST to the latest shift of 11am-7pm 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.

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring…