ASPCA
Summary:
The ASPCA Client & Member Support team serves as a vital communication link for our clients and donors, fielding around 300,000 calls and 20,000 emails annually. Our work focuses on providing veterinary triage, scheduling appointments, supporting various programs, and logistics for the ASPCA Adoption Center, Animal Hospital, and other teams. We also collaborate with social service agencies and veterinary partners to aid at-risk animals. The Client and Member Support Associate will utilize excellent customer service skills in both English and Spanish in two primary areas: 1) Communicating effectively with pet owners and veterinary professionals for service scheduling and 2) Addressing customer inquiries and requests from our donors while ensuring high levels of satisfaction. Responsibilities:
Responsibilities include but are not limited to: Client Support Responsibilities (50%)
Professionally manage contacts from various channels to support pet owners and maintain pet wellbeing. Assist daily operations by providing accurate information and services regarding ASPCA programs. Assess and triage animal health issues, referring to veterinary resources as appropriate. Maintain complete and accurate case histories using electronic record databases. Conduct follow-up calls with pet owners, rescuers, and veterinary clinics. Collaborate with peers and management to troubleshoot and provide solutions to emerging issues. Uphold a positive demeanor during all interactions, especially in challenging situations. Commit to excellent customer service and meet operational quality metrics.
Member Support Responsibilities (50%):
Manage donor and public contacts efficiently, aiming to enhance donor retention and support for animals. Perform follow-ups to ensure customer satisfaction. Safeguard donor confidentiality and maintain accurate records. Analyze trends in inquiries and share insights with management. Uphold a positive attitude in all communications. Strive for excellence in customer service and adhere to quality requirements.
Exemplifying the ASPCA's Core Values: Commitment to improving the lives of animals. Ownership and responsibility for outcomes. Teamwork and collaboration for greater impact. Elevate others and envision new possibilities. Focus on making a positive impact for animals. Qualifications: Fluent in Spanish with strong communication skills. Excellent interpersonal, written, and oral communication skills. Proficient in computer usage with the ability to learn new software. Fast and accurate typing skills. Understanding of basic medical terminology and animal anatomy. Able to adapt to changes in protocols and procedures effectively. Critical thinking skills to interact with various stakeholders. Ability to handle a high volume of calls and inquiries. Exceptional customer service skills and professional phone demeanor. Strong work ethic with effective multi-tasking abilities. Skills in de-escalating tense situations while maintaining professionalism. Capacity to address diverse client and donor needs. Demonstrate emotional intelligence and resilience. Ability to work well in a hybrid team environment. Additional Information: This position operates in the ASPCA Midwest Office, located in Champaign, IL, with required in-office attendance for scheduled shifts. Shifts may range from 7 am to 11 pm CST and can change monthly based on business needs. Occasional weekend or holiday shifts are required. Willingness to travel up to 5% may be necessary. Education and Work Experience: High School Diploma required; Associate degree or relevant experience preferred. Experience in customer service or client-facing roles is highly desirable. Background in social services, veterinary practice, or shelter work (professional or volunteer) preferred. Experience in a call center environment is a plus. Compensation and Benefits:
The expected starting pay for this role is between $21.00 and $22.45, contingent on various factors including experience and market demand. EEO Policy: The ASPCA is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Qualified applicants will be considered without regard to various protected characteristics. If you require accommodations during the application process, please inform the ASPCA's People Team to receive necessary assistance.
The ASPCA Client & Member Support team serves as a vital communication link for our clients and donors, fielding around 300,000 calls and 20,000 emails annually. Our work focuses on providing veterinary triage, scheduling appointments, supporting various programs, and logistics for the ASPCA Adoption Center, Animal Hospital, and other teams. We also collaborate with social service agencies and veterinary partners to aid at-risk animals. The Client and Member Support Associate will utilize excellent customer service skills in both English and Spanish in two primary areas: 1) Communicating effectively with pet owners and veterinary professionals for service scheduling and 2) Addressing customer inquiries and requests from our donors while ensuring high levels of satisfaction. Responsibilities:
Responsibilities include but are not limited to: Client Support Responsibilities (50%)
Professionally manage contacts from various channels to support pet owners and maintain pet wellbeing. Assist daily operations by providing accurate information and services regarding ASPCA programs. Assess and triage animal health issues, referring to veterinary resources as appropriate. Maintain complete and accurate case histories using electronic record databases. Conduct follow-up calls with pet owners, rescuers, and veterinary clinics. Collaborate with peers and management to troubleshoot and provide solutions to emerging issues. Uphold a positive demeanor during all interactions, especially in challenging situations. Commit to excellent customer service and meet operational quality metrics.
Member Support Responsibilities (50%):
Manage donor and public contacts efficiently, aiming to enhance donor retention and support for animals. Perform follow-ups to ensure customer satisfaction. Safeguard donor confidentiality and maintain accurate records. Analyze trends in inquiries and share insights with management. Uphold a positive attitude in all communications. Strive for excellence in customer service and adhere to quality requirements.
Exemplifying the ASPCA's Core Values: Commitment to improving the lives of animals. Ownership and responsibility for outcomes. Teamwork and collaboration for greater impact. Elevate others and envision new possibilities. Focus on making a positive impact for animals. Qualifications: Fluent in Spanish with strong communication skills. Excellent interpersonal, written, and oral communication skills. Proficient in computer usage with the ability to learn new software. Fast and accurate typing skills. Understanding of basic medical terminology and animal anatomy. Able to adapt to changes in protocols and procedures effectively. Critical thinking skills to interact with various stakeholders. Ability to handle a high volume of calls and inquiries. Exceptional customer service skills and professional phone demeanor. Strong work ethic with effective multi-tasking abilities. Skills in de-escalating tense situations while maintaining professionalism. Capacity to address diverse client and donor needs. Demonstrate emotional intelligence and resilience. Ability to work well in a hybrid team environment. Additional Information: This position operates in the ASPCA Midwest Office, located in Champaign, IL, with required in-office attendance for scheduled shifts. Shifts may range from 7 am to 11 pm CST and can change monthly based on business needs. Occasional weekend or holiday shifts are required. Willingness to travel up to 5% may be necessary. Education and Work Experience: High School Diploma required; Associate degree or relevant experience preferred. Experience in customer service or client-facing roles is highly desirable. Background in social services, veterinary practice, or shelter work (professional or volunteer) preferred. Experience in a call center environment is a plus. Compensation and Benefits:
The expected starting pay for this role is between $21.00 and $22.45, contingent on various factors including experience and market demand. EEO Policy: The ASPCA is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Qualified applicants will be considered without regard to various protected characteristics. If you require accommodations during the application process, please inform the ASPCA's People Team to receive necessary assistance.