Bilingual Client Support Specialist — Spanish

Animal Care Centers of NYC; New York (NY); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

PTO

Health insurance

401K

Job summary

Animal Care Centers of NYC seeks a Client Support Representative - Spanish Speaker to join our Bronx admissions team. You will handle a high volume of calls, emails, and texts, providing information on animal intake, adoption, health services, and behavior support, while coordinating with staff to resolve client needs.

This union, full-time role requires strong communication, empathy for families and pets, and the ability to work Thursday through Monday, 10 AM–6 PM with days off.

Qualifications

• High school diploma or GED is required.
• Minimum 1 year of customer service experience in a contact center or similar role.
• Experience with computer systems and shelter management software.
• Strong communication and active listening abilities with excellent phone and written correspondence skills.
• Ability to work independently and in a team while maintaining discretion and attention to detail.

Responsibilities

• Handle a high volume of inbound and outbound calls, emails, and 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 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 to reunite pets with 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.

Skills

Customer service

Communication

Active listening

Team collaboration

Discretion and confidentiality

Education

High school diploma or GED

Tools

Shelter management software

Computer literacy

Job description

Animal Care Centers of NYC seeks a Client Support Representative - Spanish Speaker to join our Bronx admissions team. You will handle a high volume of calls, emails, and texts, providing information on animal intake, adoption, health services, and behavior support, while coordinating with staff to resolve client needs.

This union, full-time role requires strong communication, empathy for families and pets, and the ability to work Thursday through Monday, 10 AM–6 PM with days off.