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About the Role
The Client Care Representative is the primary point of contact for clients, responsible for providing professional, world-class service that aligns with the organization's values and mission. This role involves greeting clients, directing them to appropriate departments, and disseminating information about services such as animal admission, adoption, and health. The representative will address inquiries regarding fees, legal requirements, TNR, external resources, and other sensitive topics, ensuring all clients receive comprehensive access to resources and leave with a positive experience.
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.
- Collect fees for animals returning to their owners.
- Provide appropriate customer service with empathy and compassionate support to clients experiencing challenges related to their pets.
- Provide a prompt, well-informed, and enthusiastic greeting for all clients.
- Determine the nature of each client's visit and thank them upon departure.
- Act as an ambassador for spay/neuter initiatives in a positive and open manner.
- Accept and solicit monetary and in-kind donations.
- Communicate policies concerning intakes, adoptions, euthanasia, and relinquishments effectively and professionally.
- Perform lost/found checks and tag traces using all available contact methods.
- Work cooperatively with volunteers, partners, and staff.
- Assist various 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 required.
- At least 1 year of customer service experience 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
- Calm interaction with animals
Location
- NYC
Work Type
- Full-time
- Onsite
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).
- Eligibility for Public Service Loan Forgiveness (PSLF) program.
- Eligible for overtime.
About the Company
- ACC is one of the nation’s largest open-admission animal shelters with the mission to End Animal Homelessness in NYC.
- ACC touches the lives of nearly 20,000 animals annually.
- ACC serves as a community resource, focusing on preserving the human-animal bond.
- ACC has a 90% placement rate and implements progressive, life-saving initiatives.
- ACC finds homes for homeless and abandoned cats, dogs, guinea pigs, and rabbits through direct adoption and partnerships with over 200 placement organizations.
- ACC helps keep NYC communities safe by responding to animal emergencies and remaining open 24/7 for people and animals in need.
- ACC offers many low-cost services to pets and people in need, including compassionate end-of-life services.