Bilingual Customer Service – Work Remote

Job Type: Bilingual Customer Service from home
Location: New York work from home
Company: ASPCA 

Position Description:

The Client and Member Support Associate will have exceptional customer service and communication skills, and will be responsible for two key areas: 1) Communicating effectively and professionally with pet owners and veterinary professionals to schedule services, assess and report on animal health and well-being, and maintain accurate case records in support of ASPCA mission-focused work involving at-risk animals, surrender prevention, and anti-cruelty intervention.

2) Answering and responding to our contributors’ customer service calls, emails, texts, and direct messages. This individual will assume responsibility for efficiently addressing customer concerns and requests, placing customer satisfaction at the center of all decisions and actions.

Responsibilities:

• Manage telephone and internet connections with department referrals, animal owners, and others to keep pets and their owners together.
• Assist with the daily operations of all logistical areas of Client Services by keeping knowledge of ASPCA program areas and providing callers with information and customized support.
• Assess/prioritize effectively illnesses and injuries, referring to the necessary veterinary resources
• Utilize the electronic record databases to record entire case histories, accurately document findings, and offer owners with specific recommendations.
• As required, do follow-up phone calls to pet owners, rescues, and veterinary clinics.
• As necessary, consult the on-site and off-site experts for more information.
• Contribute to the upkeep of confidential files
• When internal or external difficulties develop, collaborate with management and propose innovative solutions
• Maintain a professional approach throughout challenging or tense interactions.
• Maintain a supportive and optimistic outlook in all internal and external communications.
• Professionally manage telephone and internet contacts initiated by donors and the general public with the objectives of offering the greatest quality of customer service and retaining donors so that more animals can be treated.
• Provide necessary follow-up to provide an exceptional customer experience.
• Maintain confidentiality of donor information
• Maintain accurate case records in all system requirements
• Perform quality assurance on case files
• Assist in spotting trends in inquiring and provide management with a report
• When internal or external difficulties develop, collaborate with management and propose innovative solutions
• Maintain a supportive and optimistic outlook in all internal and external communications.

Qualifications:

• Excellent verbal, written, and interpersonal communication abilities
• Possessing excellent oral and written Spanish communication skills is a bonus.
• Computer competence and excellent typing capabilities
• Knowledge of medical terminology and fundamental animal anatomy
• Capability to monitor and adapt to frequent protocol and procedure changes
• Must be able to think critically and communicate well over the phone and via email with clients, funders, veterinarian offices, and pet owners.
• Capability to manage huge volumes of incoming and outgoing calls efficiently
• Excellent active listening skills and the ability to immediately establish relationships over the phone with clients and contributors.
• Outstanding customer service and expert phone voice
• Capable of effectively managing many priorities and adjusting to change in a fast-paced corporate environment; demonstrates strong work ethic and initiative.
• Capacity to de-escalate and retain a professional tone throughout challenging or tense interactions.
• Adaptability and the capacity to accommodate the diverse needs of our customers and donors.
• Exhibit emotional acuity and resiliency
• Capability to operate remotely and in a hybrid team
• Maintain an ideal internet connection with a download speed of at least 30 Mbps, an upload speed of at least 4 Mbps, and a ping/latency of less than (or about) 120ms.