Client Support Representative

About the role

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.

Responsibilities

• 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 pets, including sensitive topics related to relinquishment, euthanasia, and animal welfare concerns.
• Handling a high volume of inbound and outbound calls, emails, and call center text messages with professionalism and efficiency.
• Providing thorough, personalized, and sincere communication while following established scripts and adapting as situations require.
• Identifying client needs, determining appropriate routing for complex inquiries, and delivering comprehensive information about ACC services.
• Assessing client situations and providing initial surrender prevention resources and solutions when appropriate, connecting clients with resources before escalating to specialized staff.
• Answering questions regarding fees, legal requirements, TNR (trap-neuter-return) programs, external resources, and sensitive topics related to animal welfare.
• Communicating ACC policies concerning intakes, adoptions, euthanasia, and relinquishments to clients, members of the public, and partner organizations.
• Maintaining ownership of client interactions throughout the complete lifecycle, including necessary follow-ups and documentation.
• Serving as an ambassador for spay/neuter initiatives and graciously accepting monetary and in-kind donations.
• Processing lost and found inquiries using all available contact methods (phone, email, text, letter) to reunite pets with their owners, if needed.
• Auxiliary tasks as directed by supervision.

Requirements

• High school diploma or GED
• Minimum 1 year of customer service experience, preferably in a call center or client-support role
• 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

Qualifications

• Bilingual (Spanish) preferred
• Experience volunteering at animal shelters or service organizations is highly valued
• Proficiency in problem-solving and multitasking in fast-paced, high-stress environments
• Client-focused approach with the ability to provide empathetic support during emotionally challenging situations
• Passion for animal welfare and ability to remain calm when interacting with distressed clients

Skills

• Customer service skills
• Communication skills
• Problem-solving skills
• Active listening skills
• Empathy
• Attention to detail

Benefits

• Generous paid-time-off (PTO) package
• Cigna medical, dental, and vision insurance
• 401K and Pension
• Life Insurance
• Loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF)

Pay

Compensation is commensurate with experience.

Schedule

Hours are flexible and may vary based on departmental needs.