Client Engagement Specialist (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. The team has direct contact with the ASPCA members to influence donor decisions by leveraging programmatic knowledge of the ASPCA. 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.

Responsibilities :

Responsibilities will include, but are not limited to :

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
• 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
• Assist with maintenance of confidential files
• Collaborate with management and provide solution driven ideas when internal or external issues arise
• 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.

Member Support Responsibilities (50%) :

Exemplifies the ASPCAs Core Values :

Qualifications :

Additional Information :

Education and Work Experience :

Compensation and Benefits :

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 range for this role is set forth below and may be modified in the future.

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

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Qualifications :

See above for qualifications details.

Language :

English (Required), Spanish

Education and Work Experience :

High School Diploma (Required