Client Support Representative

Client Support Representative

ACC is one of the nation's largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC. We touch the lives of nearly 20,000 animals each year. ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact. With a 90% placement rate, our progressive, life-saving initiatives contribute to the successful placement of our animals.

We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners). We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need.

The Client Support Representative serves as the voice of ACC, providing professional, world-class service to all internal and external clients in a way that reflects the organization's values and mission to end animal homelessness in NYC. This position is responsible for handling a large volume of inbound and outbound communications via phone, email, and text, while providing comprehensive information about ACC services, including animal admission, adoption, health, and behavior support. The Representative ensures that every client interaction reflects ACC's commitment to bridging gaps between humans and animals through compassionate, knowledgeable, and solution-oriented support.

Required Qualifications:

• High school diploma or GED required.
• Minimum 1 year of customer service experience, preferably in a call 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.

Benefits

ACC values work/life balance and offers a generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay. We also value physical and mental health by offering a great open access Cigna medical, dental and vision insurance at a low premium to our employees as well as 401K and Pension, Life Insurance. We also have on-the-job training for 2-4 weeks, periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.

Because ACC is a nonprofit, employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF). Created under the College Cost Reduction and Access Act of 2007, PSLF allows borrowers who work full time for nonprofits and government agencies to have their outstanding debt forgiven tax-free on Federal Direct Loans, after making 120 qualifying monthly payments under a qualifying repayment plan.

Essential Job Functions:

High-Volume Multi-Channel Client Communication

• Managing large volumes of inbound and outbound calls, emails, and text messages while providing professional, comprehensive information about ACC services, policies, and resources.

First-Line Support and Triage

• Assessing client needs, providing initial surrender prevention resources and solutions, and determining appropriate routing for complex inquiries - essentially serving as the first point of contact and problem-solving resource before escalating to specialized staff.

Empathetic Client Support During Difficult Situations

• Delivering compassionate, emotionally supportive communication to clients experiencing challenges with their pets, including sensitive topics related to relinquishment, euthanasia, and animal welfare concerns.

Other Responsibilities:

• Handle a high volume of inbound and outbound calls, emails, and call center 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.
• Fear Free certification within 30 days of hire.
• Complete other duties as assigned by supervisor.

Preferred Qualifications:

• Bilingual (Spanish) preferred.
• Experience volunteering at animal shelters or service organizations is highly valued.
• Proficiency in problem-solving and multitasking in fast-paced, high-stress environments.
• Client-focused approach with the ability to provide empathetic support during emotionally challenging situations.
• Passion for animal welfare and ability to remain calm when interacting with distressed clients.

Work Environment

At ACC it's all hands-on deck. We work together as a team, which means you may be asked to help with tasks that involve working outside in all sorts of weather. As a busy animal shelter in one of the biggest cities in the world it can get noisy inside. Employees should have the ability to remain calm yet professional in stressful situations involving animals and/or members of the public. Animal Care Centers houses hundreds of animals in its facilities at any given time and with that comes fur, odors and other airborne particles in abundance.

ACC offers many low-cost services to pets and people in need. This includes compassionate end-of-life services for people who cannot afford to go to a private veterinary office but still want to provide a professional and peaceful transition for their beloved pet.

Reports To: Assistant Manager, Client Support Center

Overtime: This is a union position and is eligible for overtime.