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 various ASPCA departments. Additionally, this team collaborates with social service agencies and veterinary partners to help the most at-risk animals within our designated service areas.

Responsibilities

• Professionally manage contacts by telephone and electronic means from departmental referrals, animal owners, and others to keep pets and people together
• Aid 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
• Absorb and adapt to frequent changes in protocols and procedures
• 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

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
• Able 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
• Able to de-escalate and maintain a professional demeanor during difficult or escalated interactions
• Able to adapt and meet the varied needs of our clients and donors
• Display emotional intelligence and resiliency
• Able to work as part of a hybrid team
• Able to exemplify ASPCA’s core values and behavioral competencies