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About the Role

The Client Support Representative serves as the voice of ACC, providing professional, world-class service to all internal and external clients. This position handles a large volume of inbound and outbound communications via phone, email, and text, providing comprehensive information about ACC services. The Representative ensures every client interaction reflects ACC's commitment to bridging gaps between humans and animals through compassionate, knowledgeable, and solution-oriented support.

Responsibilities

Manage large volumes of inbound and outbound calls, emails, and text messages, providing professional, comprehensive information about ACC services, policies, and resources.
Assess client needs, provide initial surrender prevention resources and solutions, and determine appropriate routing for complex inquiries.
Deliver compassionate, emotionally supportive communication to clients experiencing challenges with their pets, including sensitive topics related to relinquishment, euthanasia, and animal welfare concerns.
Handle a high volume of inbound and outbound calls, emails, and text messages with professionalism and efficiency.
Provide thorough, personalized, and sincere communication while following established scripts and adapting as situations require.
Identify client needs, determine appropriate routing for complex inquiries, and deliver comprehensive information about ACC services.
Assess client situations and provide initial surrender prevention resources and solutions when appropriate, connecting clients with resources before escalating to specialized staff.
Answer questions regarding fees, legal requirements, TNR (trap-neuter-return) programs, external resources, and sensitive topics related to animal welfare.
Communicate ACC policies concerning intakes, adoptions, euthanasia, and relinquishments to clients, members of the public, and partner organizations.
Provide empathetic and compassionate support to clients experiencing challenges with their pets, ensuring each interaction reflects ACC's mission.
Maintain ownership of client interactions throughout the complete lifecycle, including necessary follow-ups and documentation.
Serve as an ambassador for spay/neuter initiatives and graciously accept monetary and in-kind donations.
Process lost and found inquiries using all available contact methods (phone, email, text, letter) to reunite pets with their owners, if needed.
Assist other departments with additional tasks as directed by supervision.
Complete other duties as assigned by supervisor.

Requirements

High school diploma or GED Required.
Minimum 1 year of customer service experience, preferably in a contact center or client-support role required.
Experience with computer systems and ability to learn shelter management software.
Strong communication and active listening abilities with excellent phone and written correspondence skills.
Team collaboration skills while maintaining the ability to work independently.
Demonstrated ability to maintain discretion, confidentiality, and attention to detail.
Bilingual (Spanish) Required.
Fear Free certification within 30 days of hire.

Skills

Communication
Active listening
Phone skills
Written correspondence
Team collaboration
Independent work
Discretion
Confidentiality
Attention to detail
Problem-solving
Multitasking
Client-focused approach
Empathetic support
Calmness under pressure

Location

Work Type

Onsite
Full-time
Union position

Experience Level

Minimum 1 year of customer service experience

Education Level

High school diploma or GED

Benefits

Generous paid-time-off (PTO) package including vacation time, birthdays off, personal days and sick pay.
Open access Cigna medical, dental and vision insurance at a low premium.
401K and Pension
Life Insurance
On-the-job training for 2-4 weeks.
Periodic all staff trainings (safety, DEI, cross training, growth opportunities).
Eligibility for Public Service Loan Forgiveness (PSLF) program.
Overtime eligible

About the Company

ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC.
Touches the lives of nearly 20,000 animals each year.
A resource to the community, always seeking ways to keep the human-animal bond intact.
Has a 90% placement rate.
Progressive, life-saving initiatives contribute to the successful placement of animals.
Strives to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits.
Partners with more than 200 dedicated animal placement organizations (New Hope partners).
Helps keep NYC communities safe and rescues animals in need.
Responds to emergencies involving animals.
Keeps doors open 24/7 for people and animals in need.
Offers many low-cost services to pets and people in need.
Provides compassionate end-of-life services for people who cannot afford to go to a private veterinary office.