Bilingual Client Support Specialist (Spanish)

Animal Care Center of NYC; New York (NY); On-site; USD 57,859,000 - 61,992,000; Full time

Benefits offered by this job

PTO including vacation time, birthdays

Health, dental, vision insurance

401K and Pension

On-the-job training

Job summary

Animal Care Center of NYC is seeking a Client Support Representative (Spanish Speaker) to serve as the voice of ACC in a fast-paced Queens, NY environment. You will handle calls, emails, and texts, delivering information on admissions, adoptions, health, and behavior support while upholding ACC's mission to end animal homelessness in NYC.

You will provide empathetic, solution-focused assistance, maintain accurate documentation, and collaborate with teams to connect clients with resources.

Qualifications

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

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.

Skills

Spanish language

Customer service

Phone & Email communication

Active listening

Team collaboration

Discretion & confidentiality

Shelter software familiarity

Education

High school diploma or GED

Tools

Shelter management software

Job description

Animal Care Center of NYC is seeking a Client Support Representative (Spanish Speaker) to serve as the voice of ACC in a fast-paced Queens, NY environment. You will handle calls, emails, and texts, delivering information on admissions, adoptions, health, and behavior support while upholding ACC's mission to end animal homelessness in NYC.

You will provide empathetic, solution-focused assistance, maintain accurate documentation, and collaborate with teams to connect clients with resources.