Client Programs Liaison

Summary:

Are you a positive, engaging people person who thrives in a fast-paced environment? If so - and you love animals - you should consider the role of Client Programs Liaison at the ASPCA's 92nd Street facility.

The American Society for the Prevention of Cruelty to Animals (ASPCA) is seeking a friendly, engaging, reliable, and people-savvy Client Programs Liaison who is dedicated to helping animals by engaging community members directly in the ASPCA's local and national work. The Client Programs Liaison is a client services professional position that will have excellent knowledge of the ASPCA's many services, conflict resolution, client relations, and communication skills. They will effectively and professionally be the first point of contact for clients and other visitors - greeting them, connecting them with appropriate ASPCA services -- including by making referrals to medical and other service providers -- and providing information about ASPCA programs, services, and opportunities to contribute to the ASPCA's mission. They will direct clients appropriately and maintain logs of inquiries and daily schedules, communicate appropriate processes, including providing surrender prevention resources as needed.

As the Client Programs Liaison, 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.

* This role requires Spanish fluency

Responsibilities:

Responsibilities will include, but are not limited to:

Client Relations & Hospitality - 60%

• 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. Through asking the client critical questions, determine if their pet's condition is unstable and needs immediate life-saving care. If their pet is in an unstable medical condition, liaise with the hospital to get an immediate medical assessment performed. If their pet is in a stable condition, direct them to get on the phone with our call center. If their pet's condition is not treatable under our medical criteria, offer them alternative resources to continue care.
• 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
• Knowledgeable about the 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
• Manage intake of animal relinquishments as needed
• Other duties as assigned

Internal Communication & Collaboration - 20%

• Communicate and collaborate with peers and supervisors in alignment with the organization's Core Values
• Actively participate in ongoing training and team 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 current
• 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

Conflict Resolution - 20%

• Proactively and effectively de-escalate high-pressure client interactions to navigate complex issues and reach appropriate solutions.
• Must be comfortable stepping into situations with no immediate or conventional resolution, maintaining unwavering composure and professionalism to manage client expectations and finalize the interaction with clarity, even when the ultimate outcome is unsatisfactory to the client.
• Working with program leaders, identify needs and solutions that improve client experience and reduce conflict
• Complete all required forms associated with the handling of inquiries and complaints in accordance with established procedures, complete incident reports as needed

Exemplify the ASPCA's Core Values:

• Has Commitment and dedication to improving the lives of animals
• Demonstrates Ownership and feels responsible for outcomes
• Believes in Team - that we are stronger together
• Seeks to Elevate others and reimagine what is possible
• Focuses on Impact , specifically making change for animals

Qualifications:

• Ability to communicate effectively, courteously, and professionally with a variety of individuals, some with pets, representing diverse cultures and backgrounds, in both spoken and written English and Spanish while maintaining confidentiality
• 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
• Excellent team player who thrives independently in a fast-paced, shelter environment with exposure to dogs and cats daily
• Exceptional 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)
• Experience with and/or interest in working with underserved communities is required
• Ability to stay calm under pressure and de-escalate conflict in a positive and professional manner
• 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

Language:

Other languages desirable

Schedule:

• 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.

Compensation and benefits:

Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.


For hourly roles: the target hiring range for this role is $26.75-$28.68 per hour.

For more information on our benefits offerings, click here.

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Qualifications:
See above for qualifications details.

Language:
English (Required), Spanish (Required)

Education and Work Experience:
High School Diploma (Required)


Fear Free Shelter certification required, or must be obtained within first 90 days, High school degree or equivalent required, Minimum of four years of client service required, Social Services or relevant experience a plus