Client Care Representative

Who We Are 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. Summary The Client Care Representative is the face of Animal Care Centers and is responsible for providing professional, world-class service to all internal and external clients in a way that reflects the values and mission of Animal Care Centers. The Client Care Representative is responsible for greeting clients, connecting them to other departments when necessary, and providing information about all Animal Care Centers services including animal admission, adoption, health and behavior. The Client Care Representative is expected to answer questions about fees, legal requirements, TNR, external resources, and other, sometimes sensitive, topics. With such varied and wide-ranging responsibilities, their overarching goal is to ensure that regardless of a client’s reason for visiting, previous experiences, or current attitudes, each client is provided comprehensive, collaborative access to resources and services, and leaves feeling positive and satisfied about their interaction with our organization. Required Qualifications 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. 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. Please use this link for more details on our benefits package. Essential Job Functions 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. Other Responsibilities 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. Fear Free Certification within 30 days of hire. Complete other duties as assigned by supervisor. Preferred Qualifications Relevant coursework in animal care or a related field is a plus. Experience volunteering at animal shelters or other service organizations is highly valued. Capable of maintaining discretion and confidentiality. Attention to detail with efficient task performance. Team-oriented and friendly demeanor. Availability to modify schedule with little notice. Passion for animals and ability to interact calmly. 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. ACC 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: Client Care Supervisor Overtime: This is a union position and is eligible for overtime. #J-18808-Ljbffr