Veterinary Support Associate, CVT (on-site)

About the role

The ASPCA Veterinary Support team is seeking a friendly, engaging, reliable, and people-savvy individual who wants to make a difference in the world. The Certified Veterinary Technician will have excellent medical knowledge, customer service, and communication skills. They will effectively and professionally communicate with pet owners and veterinary professionals regarding emergency triage, 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.

Responsibilities

• Professionally manage contact by telephone and electronic means from departmental referrals, animal owners, and others involving animals with the goal of keeping pets and people together
• Aid in the daily operations of all areas of Veterinary 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
• Assess case-related charges and make recommendations based on ASPCA protocols
• Consult the on-site and off-site experts as needed for additional information and case approvals
• Maintain case records appropriately in all required systems
• Absorb and adapt to frequent changes in protocols and procedures
• Manage large numbers of inbound and outbound calls in a timely manner
• Track and adapt to frequent changes in protocols and procedures
• Manage multiple priorities and adapt to change within a fast-paced business environment
• De-escalate and maintain a professional demeanor during difficult or escalated interactions
• Adapt and meet the varied needs of our clients
• Display emotional intelligence and resiliency
• Display care and concern for the safety and well-being of self, animals and others, especially during stressful situations
• Work well with or without direct supervision
• Work as part of a hybrid team
• Ability and willingness to travel up to 5% of the time as needed
• Outstanding interpersonal, verbal, and written communication skills; collaborative team player who shares knowledge and supports colleagues
• Love of animals and an interest in the organization’s mission of animal welfare is a plus!

Qualifications

• Excellent interpersonal, written, and oral communication skills
• Strong oral and written Spanish communication skills a plus
• 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, veterinary practices, and pet parents over the telephone and through electronic correspondence
• Detail oriented, able to examine and observe details, and able to discriminate colors
• Excellent active listening skills and the ability to quickly develop a rapport with clients 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
• Display emotional intelligence and resiliency
• Display care and concern for the safety and well-being of self, animals and others, especially during stressful situations
• Work well with or without direct supervision
• Ability to work as part of a hybrid team
• Availability to work any shift

Skills

• Spanish (Preferred)
• CVT license required (Illinois)
• Veterinary practice or shelter experience preferred
• Customer service, client relations, or social service experience preferred

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

Pay

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 ranges for this role are set forth below and may be modified in the future.

• Zone 1 Champaign, IL): $24.50 - $26.90 per hour

Schedule

This role is located in our Champaign, IL office and is an on-site role. Veterinary Support Associates are assigned different shifts ranging from 6am-2pm CST at the earliest to 3pm-11pm CST at the latest. 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.

Additional Information

Veterinary Support Associates are assigned different shifts ranging from 6am-2pm CST at the earliest to 3pm-11pm CST at the latest. 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.