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Client and Member Support Associate

2 months ago

Champaign, United States ASPCA Full time

**Summary**:
**Start Date**: We are expecting that the person in this position will start approximately Monday, August 26, 2024.

**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 logístical 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%)**:

- 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
- Maintain accurate case records in all required systems
- Conduct quality assurance on case records
- Assist in identifying trends in inquires and report to management
- Collaborate with management and provide solution driven ideas when internal or external issues arise
- 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.
- Exemplifies the ASPCA’s Core Values: _
- Has Commitment and dedication to improving the lives of animals
- Demonstrates Ownership and feels responsible for outcomes
- Believes in Team - that we are stronger together
- Seeks to Elevate others and reimagine what is possible
- Focuses on Impact, specifically making change for animals

**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, donors, veterinary practices, and pet parents over the telephone and through electronic correspondence
- Ability to manage large numbers of inbound and outbound calls in a timely manner
- 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
- 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 and donors.
- Display emotional intelligence and resiliency
- Ability to work as part of a hybrid team

**Additional Information**:

- 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.

**Language**:

- English (required), Spanish (highly preferred)

**Education and Work Experience**:

- High school diploma required
- Associate degree or equivalent experience 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

**Compensation and Benefits**:

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

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