Summary:

Overview

The ASPCA Client & Member Support team provides a communication pathway for our clients and donors and fields approximately 300,000 calls and 20,000 emails 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, Grants, National Field 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. Our Member Support work involves supporting donor account requests and donation processing. The team has direct contact with the ASPCA members to influence donor decisions by leveraging programmatic knowledge of the ASPCA. Team members interact directly with ASPCA members and one-time donors via calls and emails in order to address account updates and provide ASPCA-related information.

The Client & Member Support Associate will have excellent customer service and communication skills in both English and Spanish and will work within two primary areas: 1) 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. 2) Answering and responding to customer service calls, emails, texts, and direct messages from our donors. This person will accept ownership for effectively solving customer inquiries and requests, keeping customer satisfaction at the core of every decision and behavior.

Who We Are

The Client & Member Support (CMS) 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. CMS also supports donors and members of the public inquiring about ASPCA services and work.

What You’ll Do

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

Where and When You’ll Work

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

• Client & Member Service 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.

What You’ll Get

Compensation

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 range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future. 

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

For more information on our benefits offerings, visit our website.

Benefits

At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:

• 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 that allows you even more flexibility to observe the days that mean the most to you.

• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar-for-dollar up to 4% and provide an additional 4% contribution toward your future each year.

• 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.

Responsibilities:

Responsibilities

Responsibility buckets are listed in general order of importance. They include, but are not limited to:

Client Support Responsibilities:

• Professionally manage contacts by telephone and electronic means from departmental referrals, animal owners, and others 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.

Member Support Responsibilities:

• Professionally manage contacts initiated by telephone and electronic means, from donors and the general public, with the goals of providing the highest level of customer service and retaining donors, so more animals can be helped

• Provide follow-up as needed to ensure excellent customer experience

• Uphold confidentiality with donor data

• Maintain accurate case records in all required systems

• Conduct quality assurance on case records

• Assist in identifying trends in inquiries and report to management

• Collaborate with management and provide solution-driven ideas when internal or external issues arise

• 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.

Qualifications

• Fluent oral and strong written Spanish communication skills preferred

• Excellent interpersonal, written, and oral communication skills

• 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

• Must be able to think critically and interact effectively with clients, donors, veterinary practices, and pet parents over the telephone and through electronic correspondence

• Ability to manage large numbers of inbound and outbound calls in a timely manner

• Excellent active listening skills and the ability to quickly develop a rapport with clients and donors over the phone

• Exceptional customer service and professional phone voice

• Strong work ethic and self-starter, able to 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.

• Ability to adapt and meet the varied needs of our clients and donors.

• Display emotional intelligence and resiliency

• Ability to work as part of a hybrid team

• Ability to exemplify ASPCA’s core values and behavioral competencies.

Language

• English (required)

• Spanish (preferred)

Education and Work Experience

• High school diploma or GED required

• Customer service/client-service facing experience highly preferred

• Social service, veterinary practice, or shelter experience (professional or volunteer) preferred

• Call center experience a plus

Additional Information

• Client & 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.

• Occasional Saturdays and holidays are also required.

• Ability and willingness to travel up to 5% of the time as needed.

• This position is based out of the ASPCA Midwest Office in Champaign, IL and requires all shifts to be worked from this office.

Language:

Education and Work Experience: