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About the Role

The Client Care Representative is the face of Animal Care Centers, responsible for providing professional, world-class service that reflects the organization's values and mission. This role involves greeting clients, connecting them to departments, and providing information on services like animal admission, adoption, and health. The representative will answer questions about fees, legal requirements, TNR, and external resources, ensuring clients receive comprehensive access to services and leave satisfied.

Responsibilities

Provide thorough, professional, personalized and sincere communications via email, phone and in-person interactions.
Register dogs for NYC dog licenses online and collect appropriate fees via cash or credit card, as well as collecting fees or animals returning to their owners.
Provide appropriate customer service based on circumstances while providing empathy and compassionate support to clients experiencing challenges related to their pets.
Provide prompt, well-informed and enthusiastic greeting for all clients entering ACC and determine the nature of each client’s visit, and thanking them for visiting upon departure.
Act as an ambassador of spay/neuter in a positive and open manner.
Graciously accept and solicit monetary and in-kind donations.
Effectively and professionally communicate policies concerning intakes, adoptions, euthanasia and relinquishments to ACC Clients, members of the public, and other organizations.
Accurately perform lost/found checks and tag traces using all available methods of contact (phone, email, letter) to locate possible owners.
Work cooperatively with ACC volunteers, partners and ACC staff.
Assist various other departments with additional tasks as directed.
Maintain professional personal appearance and work area at all times.
Complete Fear Free Certification within 30 days of hire.
Complete other duties as assigned by supervisor.

Requirements

High school diploma or equivalent is required.
At least 1 year of customer service experience is required.
Positive, compassionate attitude, and good computer skills required.
Treats animals and people with respect, viewing individuals as collaborators.
Ability to thrive in a fast-paced, high-stress environment.
Competent in clearly documenting conversations and interactions.
Ability to lift up to 50 lbs and stand for 8+ hours.
Must be Bilingual in Spanish.

Skills

Customer service
Computer skills
Documentation
Communication skills
Attention to detail
Task performance
Team-oriented
Friendly demeanor

Location

Work Type

Union position
Full-time

Experience Level

1 year of customer service experience

Education Level

High school diploma or equivalent

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).
Potential eligibility for Public Service Loan Forgiveness (PSLF).

About the Company

ACC is one of the nation’s largest open-admission animal shelters with a mission to End Animal Homelessness in NYC, touching the lives of nearly 20,000 animals annually.
ACC is a resource to the community, seeking ways to keep the human-animal bond intact.
With a 90% placement rate, ACC's progressive, life-saving initiatives contribute to successful animal placement.
ACC strives to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits through direct adoption and partnerships.
ACC helps keep NYC communities safe, rescues animals in need, responds to emergencies, and remains open 24/7 for people and animals.
ACC offers many low-cost services to pets and people in need, including compassionate end-of-life services.