Client Support Representative - Spanish Speaker

Client Support Representative
- Spanish Speaker

Full Time Queens, Queens, NY, US

2 days ago Requisition

Salary Range: $21.00 To $21.00 Hourly

Client Support Representative

The working schedule for this position is Saturday
- Wednesday, 10AM
-6:30PM with Thursday and Friday off. This position has the potential of working 11AM
-7:30PM.

This is a union position. Work schedules are subject to change based on seniority during the shift bid process and may include overtime as required.

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC. We touch the lives of nearly 20,000 animals each year. ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact. With a 90% placement rate, our progressive, life‑saving initiatives contribute to the successful placement of our animals.

We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners). We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need.

The Client Support Representative serves as the voice of ACC, providing professional, world‑class service to all internal and external clients in a way that reflects the organization's values and mission to end animal homelessness in NYC. This position is responsible for handling a large volume of inbound and outbound communications via phone, email, and text, while providing comprehensive information about ACC services, including animal admission, adoption, health, and behavior support.

The Representative ensures that every client interaction reflects ACC's commitment to bridging gaps between humans and animals through compassionate, knowledgeable, and solution‑oriented support.

• High school diploma or GED Required.
• Minimum 1 year of customer service experience, preferably in a contact center or client‑support role required.
• Experience with computer systems and ability to learn shelter management software.
• Strong communication and active listening abilities with excellent phone and written correspondence skills.
• Team collaboration skills while maintaining the ability to work independently.
• Demonstrated ability to maintain discretion, confidentiality, and attention to detail.

ACC values work/life balance and offers a generous paid‑time‑off (PTO) package that includes vacation time, birthdays off, personal days and sick pay. We also value physical and mental health by offering a great open access Cigna medical, dental and vision insurance at a low premium to our employees as well as 401K and Pension, Life Insurance. We also have on‑the‑job training for 2‑4 weeks, periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.

Because ACC is a nonprofit, employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF). Created under the College Cost Reduction and Access Act of 2007, PSLF allows borrowers who work full time for nonprofits and government agencies to have their outstanding debt forgiven tax‑free on Federal Direct Loans, after making 120 qualifying monthly payments under a qualifying repayment plan.

• Managing large volumes of inbound and outbound calls, emails, and text messages while providing professional, comprehensive information about ACC services, policies, and resources.

• Assessing client needs, providing initial surrender prevention resources and solutions, and determining appropriate routing for complex inquiries - essentially serving as the first point of contact and problem‑solving resource before escalating to specialized staff.

• Delivering compassionate, emotionally supportive communication to clients experiencing challenges with their…