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. 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.
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 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.
- Affirming 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.
- Providing empathetic and compassionate support to clients experiencing challenges with their pets, ensuring each interaction reflects ACC's mission.
- 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.
- Assisting other departments with additional tasks as directed by supervision.
- Fear Free certification within 30 days of hire.
- Completing other duties as assigned by supervisor.
Requirements
- 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.
- Bilingual (Spanish) Required.
Qualifications
- 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.
Benefits
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).
Pay
$21.00 To $21.00 Hourly
Schedule
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.
Work Environment
At ACC it's all hands-on deck. We work together as a team, which means you may be asked to help with tasks that involve working outside in all sorts of weather. As a busy animal shelter in one of the biggest cities in the world it can get noisy inside. Employees should have the ability to remain calm yet professional in stressful situations involving animals and/or members of the public. Animal Care Centers houses hundreds of animals in its facilities at any given time and with that comes fur, odors and other airborne particles in abundance.