Job Description

Make Every Connection Count—For Animals and Members

At the ASPCA, every conversation has the power to create a better future for animals. As a Member Support Associate, you'll serve as a trusted resource for donors and supporters, providing exceptional service that strengthens their connection to our mission and impact. Through phone, email, text, and other communication channels, you'll help answer questions, resolve concerns, and ensure every supporter feels valued and appreciated.

This is more than a customer service role—it's an opportunity to be part of a mission-driven team that helps build lasting relationships with the people whose generosity makes lifesaving work possible.

Who We Are

A Team Dedicated to Supporting the People Who Support Animals

The Member Support Team is the primary connection between the ASPCA and our donors. Serving hundreds of thousands of supporters each year, we provide responsive, knowledgeable, and compassionate assistance that helps strengthen donor engagement and trust.

We are a collaborative team that values empathy, accountability, and service excellence. Every interaction is an opportunity to create a positive experience, deepen donor relationships, and support the ASPCA's mission to improve the lives of animals nationwide.

Together, our work helps ensure that donors remain informed, engaged, and connected to the impact they make possible.

What You’ll Do

Deliver Exceptional Support and Create Meaningful Donor Experiences

As a Member Support Associate, you'll help foster strong donor relationships by providing outstanding service and support across multiple communication channels. You will:

• Serve as a trusted point of contact for donors, responding to inquiries and requests with professionalism, empathy, and accuracy.

• Assist donors with account updates, donation-related requests, and information about ASPCA programs and initiatives.

• Build positive relationships that strengthen donor engagement and support long-term retention.

• Provide timely follow-up and take ownership of inquiries to ensure every donor receives a seamless and exceptional experience.

• Accurately document interactions and maintain high-quality records across multiple systems.

• Identify trends and recurring donor concerns and share insights that help improve processes and the supporter experience.

• Collaborate with teammates and leadership to solve problems, share ideas, and contribute to a positive team culture.

• Maintain excellence in customer service, quality, and productivity while balancing a high volume of interactions.

• Utilize strong listening skills, emotional intelligence, and critical thinking to navigate a variety of donor needs and situations.

Success in This Role

You are a compassionate communicator who enjoys helping others and creating positive experiences. You excel at building rapport, solving problems, adapting to change, and delivering exceptional service. Most importantly, you are motivated by the opportunity to support donors whose generosity helps the ASPCA make a difference in the lives of animals every day.

• The Member Support Associate reports directly to the Team Leader, Member Support and has no direct reports.

Where and When You’ll Work

• This position is an on-site role and reports to the Champaign, IL ASPCA location.

• Member Support Associates are assigned different shifts ranging from 7am-3pm CST to the latest shift of 11am-7pm 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% annually, as needed.

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 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.

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

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:

Member Support Responsibilities:

• 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 inquiries 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.

Qualifications

• Excellent interpersonal, written, and oral communication skills
• Proficient with computers and comfortable learning new software
• Fast and accurate typing skills
• Ability to track and adapt to frequent changes in protocols and procedures
• Must be able to think critically and interact effectively with donors and members of the public over the telephone and through electronic correspondence
• Ability to manage large numbers of mostly inbound calls in a timely manner
• Excellent active listening skills and the ability to quickly develop a rapport with 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 donors.
• Display emotional intelligence and resiliency
• Ability to work as part of a hybrid team
• Ability to exemplify ASPCA’s core values and behavioral competencies.
• Fluent oral and strong written Spanish communication skills preferred

• Ability to exemplify ASPCA’s core values and behavioral competencies.

Language

• English (required)
• Spanish (preferred)

Education and Work Experience

• High school diploma or GED required

• Customer service/client-service facing experience highly preferred

• Call center experience a plus

Additional Information

• Member Support Associates are assigned different shifts ranging from 7am-3pm CST to the latest shift of 11am-7pm 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.
• 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 this office.

Language:

English (Required), Spanish

Education and Work Experience: