Client Relations Specialist

Summary:

Are you a bilingual, client-centered professional who communicates with empathy, sound judgment, and composure? The ASPCA is seeking a Client Relations Specialist to support a welcoming, compassionate experience for clients and visitors while helping connect people and animals to the right resources.

Who We Are

The ASPCA is seeking a friendly, reliable, and people-savvy Client Relations Specialist to serve as a knowledgeable first point of contact for community members engaging with the ASPCA’s local and national work. This client services role requires excellent knowledge of ASPCA programs and services, strong communication and conflict-resolution skills, and the ability to manage sensitive interactions professionally. Responsibilities include greeting clients and visitors, addressing escalations, making referrals to medical and other service providers, sharing information about ASPCA programs and mission-related opportunities, directing clients appropriately, maintaining inquiry logs and daily schedules, and communicating processes, including surrender-prevention resources when needed.

What You’ll Do

As the Client Relations Specialist, you’ll be a key part of the work to maximize the ASPCA’s public engagement to ensure all visitors to this location will receive prompt attention and exceptional service within the parameters of the organizational guidelines.

• The Client Relations Specialist reports directly to the Director of Administration and has no direct reports.

Where and When You’ll Work

This role is onsite at the 92nd Street location. The schedule for this role is Tuesday-Saturday, 9-5pm and requires flexibility and the ability to adjust work hours and potentially days to accommodate varying needs, tasks, or commitments while maintaining productivity and meeting deadlines.

What You’ll Get

Compensation

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.

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

Responsibilities:

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

Client Relations & Hospitality

• Greet clients and their pets using a positive, non-judgmental, client-centered approach so clients feel at-ease about communicating their pet care needs.
• Provide translation support (English/Spanish) between clients and the ASPCA teams as needed.
• Utilize knowledge of ASPCA program areas to assist visitors with information and services to provide targeted support.
• Support clients who walk in without an appointment compassionately and urgently to determine the best course of action. 
• Using established guidelines and visual assessment criteria, ask relevant questions and identify signs that may indicate a pet requires immediate medical attention.  If concerning signs are present, promptly liaise with the hospital team for medical assessment.  For pets that do not require immediate assessment, guide clients to the appropriate next step, including contacting the call center or providing alternative resources when their pet’s needs fall outside AAH’s medical criteria.
• Support Volunteer and Foster Program recruitment efforts by providing appropriate literature regarding the application process.
• Assist members of the public who are seeking surrender services by providing relevant intake support including surrender prevention information, and referrals to other shelters as appropriate.
• Speak knowledgeably and actively seek out opportunities to engage the public in all available ASPCA services, animal welfare philosophies and techniques in responses to client’s inquiries
• Share up to date information regarding the ASPCA Adoption Center’s adoption process.
• Liaise any NYPD interactions in the lobby, directing them to call appropriate information number or 92nd street forensics contact.
• Complete and maintain a log of client interactions and inquiries and provide follow up as necessary.
• Manage monetary and in-kind donations, express the ASPCA’s appreciation for general donation inquiries and distribute donation receipt form.
• Ensure relevant visitor information is consistently gathered through our database and analyzed on a quarterly basis in order to improve client experience.
• Develop engaging content for the lobby slideshow to keep visitors informed while waiting in the lobby.
• Coordinate intake of animal relinquishments as needed.

Conflict Resolution

• Proactively manage, resolve and de-escalate complex, sensitive, or high-pressure client interactions.  This includes client concerns and complaints, while maintaining professionalism, empathy, and setting clear expectations and offering alternative resources.
• Exercise sound judgment to determine when an interaction can be independently resolved and when additional leadership or departmental support is needed and partner with appropriate team members.
• Document client complaints, escalations, actions taken, and outcomes in accordance with established procedures; complete incident reports when appropriate.
• Identify recurring client concerns, barriers, or sources of conflict and partner with program leaders on opportunities to improve processes and the overall client experience.

Internal Communication & Collaboration

• Communicate and collaborate with peers and supervisors in alignment with the organization’s Core Values.
• Actively participate in ongoing training and team departmental meetings as needed to stay updated on ASPCA programmatic updates, processes, and public engagement opportunities.
• Collaborate with subject matter experts to keep all reference materials used to direct clients to services up to date.
• Collaborate with our Creative team to ensure any public facing documents/files have our most recent branding and receive guidance when prompted.
• Shadow or deploy with Community Engagement, Community Medicine, Relocation or National Response Team or shadow another ASPCA department once per year and occasionally participate in community outreach efforts.

Qualifications:

• Highly skilled in conflict resolution and de-escalation techniques, with the ability to effectively manage challenging client interactions, de-escalate tense situations and resolve disputes in a professional and solutions-oriented manner.
• Requires frequent interaction with clients experiencing frustration, emotional distress, or dissatisfaction.  Must demonstrate composure, resilience, and sound judgement while maintaining professionalism and fostering positive client relationships in high-pressure situations. 
• Commitment to the ASPCA’s mission with a strong interest in animal welfare and serving low-income communities.
• Thrives on providing exceptional customer service experiences; exemplary customer engagement skills.
• Strong team player who thrives independently in a fast-paced, shelter environment with exposure to dogs and cats daily.
• Strong problem-solving abilities and sound judgment are required.
• Strong computer skills, including Microsoft Office; familiarity with database software a plus (such as Canva and Airtable).
• Ability to build and sustain positive and productive relationships within and across departmental teams, with volunteers and the public.
• Ability to walk, bend, stand and reach constantly during a minimum 8-hour day; ability to lift up to 30 lbs., ability to walk dogs up and down stairs.
• Ability to exemplify ASPCA’s core values and behavioral competencies.

Education and Work Experience:

• High school degree or GED equivalent required.
• Minimum of four years of client service required (i.e. working directly with internal and/or external clients to provide thoughtful service and customer/client support).
• Minimum of one year of experience resolving customer concerns and complaints in a high-pressure environment while using de-escalation techniques.
• Experience with and/or interest in working with underserved communities is required.
• Animal handling experience strongly preferred or willingness to learn on the job.
• Fear Free Shelter certification required, or must be obtained within first 90 days.
• Social Services experience a plus.

Language:

Education and Work Experience: