Job details
Job type full-time
Full job description
The american society for the prevention of cruelty to animals® (aspca®) was the first humane society to be established in north america and is, today, one of the largest in the worldOur organization was founded in 1866 on the belief that animals are entitled to kind and respectful treatment at the hands of humans and must be protected under the lawThe aspca midwest office, located in urbana, il provides animal poison control, veterinary support, and donor support.
The aspca midwest office is seeking a friendly, engaging, reliable, and people- savvy individual who wants to make a difference in the worldThe client & member support associate will have excellent customer service and communication skills and have two primary work 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; and 2) answering and responding to customer service calls, emails, texts, and direct messages from our donorsAssociates will accept ownership for effectively solving customer inquiries and requests, keeping customer satisfaction at the core of every decision and behavior.
This is a remote location position; however, candidates must be based within a 2.5 hour commutable distance by ground transportation of the midwest office in urbana, il office, as this position requires occasional on-site support.
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 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
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
Attend trainings as needed remotely or in person at the midwest office
Maintain a positive and supportive attitude in all internal and external communications
Other duties as assigned
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
Assist with in office mailings when requested
Attend trainings as needed remotely or in person at the midwest office.
Maintain a positive and supportive attitude in all internal and external communications
Other duties as assigned
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
Additional information
Associate degree required or equivalent experience
Customer service, social service, veterinary practice, or shelter experience preferred
Ability and willingness to travel to the midwest office up to 10% of the time as needed (please note, travel requirements may be modified temporarily due in part to covid-19; this remains a requirement of the position, and we expect normal travel volume to resume as the organization resumes normal operations)
Ability to work remotely and/or as part of a hybrid team
Candidates must be able to maintain an optimal internet connection, with a download speed of at least 30 mbps, an upload speed of at least 4 mbps, and a ping/late ncy less than (or around) 120ms
Qualifications:
Ability to diffuse tense situations, ability to manage large numbers of inbound and outbound calls in a timely manner, ability to provide outstanding internal and external client and donor experience and work well on a team, ability to track and adapt to frequent changes in protocols and procedures, client and donor focus with adaptability to different personality types, emotional intelligence and resilience, excellent active listening skills and the ability to quickly develop a rapport with clients and donors over the phone, excellent interpersonal, written, and oral communication skills, exceptional customer service and professional phone voice, must be able to think critically and interact effectively with clients, donors, veterinary practices, and pet parents over the telephone and through electronic correspondence, proficiency with computers and strong typing skills, strong verbal and written communication skills required; strong verbal and written bilingual communication skills (english/spanish) strongly preferred, strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment, understanding of medical terminology and basic animal anatomy helpful
Language:
English (required), spanish
Education and work experience:
High school diploma (required)
Our eeo policy:
The aspca is an equal employment opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.
Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the americans with disabilities act and certain state or local lawsA reasonable accommodation is a change in the aspca’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the aspcaPlease inform the aspca’s people team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.
Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.
Aspca is an equal opportunity employer (m/f/d/v).
Please don’t forget to attach your resume and cover letter to complete your application.
Job type: full-time
Work location: multiple locations
