Client and Member Support Associate (Urbana)

Summary : The ASPCA Client & Member Support team provides a communication pathway for our clients and donors and fields approximately 300,000 calls and 20,000 emails annually. Our Client Support work involves providing veterinary triage, appointment scheduling, program support, and logistics for the ASPCA Adoption Center, Animal Hospital, Communications, Community Engagement, Community Medicine, Grants, National Field Response, Spay / Neuter Alliance and Strategy & Research teams. Additionally, this team collaborates with social service agencies and veterinary partners to help the most at-risk animals within our designated service areas. Our Member Support work involves supporting donor account requests and donation processing. Team members interact directly with ASPCA members and one-time donors via calls and emails in order to address account updates and provide ASPCA-related information.

The Client and Member Support Associate will have excellent customer service and communication skills in both English and Spanish and will work within two primary areas : 1) Effectively and professionally communicating with pet owners and veterinary professionals to 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.2) Answering and responding to customer service calls, emails, texts, and direct messages from our donors. This person will accept ownership for effectively solving customer inquiries and requests, keeping customer satisfaction at the core of every decision and behavior.

Client Support Responsibilities (50%)

Professionally manage contacts by telephone and electronic means from departmental referrals, animal owners, and others to keep pets and people together

Assist in the daily operations of all logistical areas of Client Services by maintaining knowledge of ASPCA program areas and assisting callers with information and services to provide targeted support

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

Assist with maintenance of confidential files

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.

Member Support Responsibilities (50%) :

Professionally manage contacts initiated by telephone and electronic means, from donors and the general public, with the goals of providing the highest level of customer service and retaining donors, so more animals can be helped

Provide follow up as needed to ensure excellent customer experience

Uphold confidentiality with donor data

Conduct quality assurance on case records

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.

Has Commitment and dedication to improving the lives of animals

Focuses on Impact, specifically making change for animals

Fluent oral and strong written Spanish communication skills preferred

Proficient with computers and comfortable learning new software

Fast and accurate typing skills

Understanding of medical terminology and basic animal anatomy

Must be able to think critically and interact effectively with clients, donors, veterinary practices, and pet parents over the telephone and through electronic correspondence

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

Display emotional intelligence and resiliency

Client & Member Support Associates are assigned different shifts ranging from 7am-3pm CST to the latest shift of 11am-7pm CST. Schedules may vary based on the need for phone coverage and are assigned each month. Shifts are subject to change in the sole discretion of the ASPCA.

Occasional Saturdays and holidays are also required.

Ability and willingness to travel up to 5% of the time as needed.

This position is based out of the ASPCA Midwest Office in Champaign, IL and requires all shifts to be worked from in this office.

Education and Work Experience :

High school diploma required

Customer service / client-service facing experience highly preferred

Social service, veterinary practice, or shelter experience (professional or volunteer) preferred

Call center experience a plus

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 target hiring range for this role is $21.00 - $22.45

For more information on our benefits offerings, visit our website .

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Language :

English (Required), Spanish

Education and Work Experience :

High School Diploma (Required