ASPCA Website

Client Support Associate (on-site)

Champaign, IL

Sponsorship not specifiedDetected 30 days ago

Outbound SalesLogisticsCustomer SupportResearchCommunicationMentoring

About the role

This person will accept ownership for effectively solving customer inquiries and requests, keeping customer satisfaction at the core of every decision and behavior.

The Client Support Associate reports directly to the Team Leader, Client Support and has no direct reports.
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.
Additionally, this team collaborates with social service agencies and veterinary partners to help the most at-risk animals within our designated service areas.

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 adapt and meet the varied needs of our clients and donors.
Excellent interpersonal, written, and oral communication skills
Proficient with computers and comfortable learning new software
Fast and accurate typing skills
Understanding of medical terminology and basic animal anatomy
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.
Display emotional intelligence and resiliency

The ASPCA Client Support team provides a communication pathway for our clients and fields approximately 100,000 calls annually.
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 expected hiring salary range for this role is set forth below and may be modified in the future.

Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home.
Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
Our benefits include, but are not limited to:
For more information on our benefits offerings, visit our website.

The Client Support (CS) team communicates with pet owners and veterinary professionals to schedule services, assess, and report on animal well-being, and keep accurate case records to assist with our mission-focused work.

This listing is sourced directly from ASPCA Website's careers page and normalized into a canonical job model.