Job Description

Summary:

Overview

Make a Difference for Animals Every Day

Do you thrive on helping both animals and people? Do you enjoy supporting others, being a trusted resource, and working in a collaborative team environment?

At the ASPCA, our Client Support Associates play a critical role in helping animals receive the care they need while supporting pet owners and communities across the country. Every conversation has the potential to keep a family and their pet together, connect an animal with lifesaving resources, or support the ASPCA’s mission to protect animals from cruelty and suffering.

This is more than a call center role; it’s an opportunity to apply your communication skills, attention to detail, and compassion on a national scale while working alongside a dedicated team of professionals who are passionate about making a meaningful impact.

Who We Are

A Team That Connects Communities to the ASPCA’s Lifesaving Work

The Client Support team serves as a vital communication pathway for clients and a connection point between animals in need and the ASPCA programs designed to help them.

Each year, our team supports tens of thousands of animals and pet owners through veterinary triage, appointment scheduling, and processing customer requests. We work closely with departments across the ASPCA, including the Animal Hospital, Community Medicine, and Poison Control, as well as other national ASPCA initiatives focused on animal welfare.

While our work happens over the phone and through digital communication, its impact is felt in homes, shelters, clinics, and communities nationwide. We help remove barriers to care, provide guidance during challenging situations, and connect people with resources that improve and save animal lives.

We’re a collaborative group of customer service and veterinary professionals who believe that expertise, empathy, and teamwork can transform outcomes for animals and the people who care for them.

What You’ll Do

Use Your Customer Service Expertise to Make an Impact

As a Client Support Associate, you’ll utilize your exceptional communication skills to manage a variety of customer requests and help pet owners, veterinary teams, and rescue organizations connect to ASPCA resources.

In this role, you’ll:

• Provide veterinary triage and guidance that helps animals receive appropriate care.
• Support pet owners during stressful and emotional situations with empathy and professionalism.
• Help families connect with services and resources to keep pets in their homes.
• Coordinate appointments and program services across multiple ASPCA departments.
• Manage customer inquiries, including payment processing and requests for records, via telephone and email.
• Maintain detailed case records that contribute to high-quality care and operational excellence.

Every day brings new challenges, meaningful conversations, and opportunities to create positive outcomes for animals.

Where and When You’ll Work

This role is located in our Champaign, IL office and is an on-site role.

Our team provides support across multiple ASPCA programs, so Client Support Associates work a variety of schedules ranging from 7:00 a.m. – 3:00 p.m. CST to 11:00 a.m. – 7:00 p.m. CST. Monthly schedules are created based on anticipated service needs and staffing requirements. As our mission and call volumes evolve, scheduling may be adjusted to ensure we continue delivering timely, compassionate support to animals and the people who care for them.

Schedules may vary based on the need for phone coverage and are assigned each month. These parameters are subject to change with call volume trends and workforce management adjustments. Shifts are subject to change in the sole discretion of the ASPCA.

What You’ll Get

Compensation

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 the budgeted amount for the role. The target hiring range applies to 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.

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

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

Benefits

At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to:

• Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
• Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays that allows you even more flexibility to observe the days that mean the most to you.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar-for-dollar up to 4% and provide an additional 4% contribution toward your future each year.
• 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.

Responsibilities:

Responsibilities

Responsibility buckets are listed in general order of importance. They include, but are not limited to:

• Provide professional and compassionate support to pet owners, veterinary professionals, rescue partners, and internal stakeholders via phone and electronic communication, with the goal of helping pets and people stay together whenever possible.
• Assist callers by providing information about ASPCA programs, services, and resources, helping connect them to the support that best meets their needs.
• Assess and triage animal illnesses and injuries in accordance with established protocols and refer cases to appropriate veterinary resources when needed.
• Accurately document case histories, assessments, recommendations, and outcomes in electronic record systems.
• Complete follow-up communications with pet owners, rescue organizations, veterinary clinics, and other partners as required.
• Review case-related information and make recommendations in accordance with ASPCA guidelines and established protocols.
• Consult with subject matter experts to gather information and support appropriate case handling.
• Handle confidential information with discretion and assist in maintaining secure records and files.
• Work collaboratively with teammates, supervisors, and other ASPCA departments to support daily operations and deliver a positive client experience.
• Maintain professionalism, empathy, and composure when handling sensitive, emotional, or escalated interactions.
• Communicate in a positive, respectful, and supportive manner with both internal and external stakeholders.
• Deliver excellent customer service while meeting established expectations for quality, productivity, accuracy, and case documentation.
• Participate in coaching, training, and quality assurance activities to support ongoing growth and development.
• Perform 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

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, 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 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.
• Display emotional intelligence and resiliency
• Display care and concern for the safety and well-being of self, animals and others, especially during stressful situations
• Must work well with or without direct supervision
• Ability to work as part of a hybrid team
• Availability to work any shift

Language

• English (Required)
• Spanish (Preferred)

Education and Work Experience

• High school diploma or GED required
• Customer service, client relations, or social service experience preferred
• Veterinary practice or shelter experience (professional or volunteer) preferred
• Call center experience a plus

Additional Information

• Client Support Associates are assigned different shifts ranging from 7:00 a.m. – 3:00 p.m. CST to 11:00 a.m. – 7:00 p.m. CST. Schedules may vary based on the need for phone coverage and are assigned each month. These parameters are subject to change with call volume trends and workforce management adjustments. Shifts are subject to change in the sole discretion of the ASPCA.
• 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 this office.

Language:

English (Required), Spanish (Preferred)

Language:

English (Required), Spanish

Education and Work Experience: