Bilingual Client Support Specialist - Spanish

Nycacc; New York (NY); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Paid time off

Health, dental, vision insurance

401K and Pension

On-the-job training

Overtime opportunities

Job summary

ACC, a leading NYC animal shelter, is hiring a Client Support Representative who speaks Spanish to handle a high volume of calls, emails, and texts. You will provide compassionate information on admissions, adoption, health and behavior support, while upholding ACC policies and delivering excellent service.

The role is full-time in Bronx, NY, with a Thursday–Monday 10AM–6PM schedule and union protections. Prior customer service experience and comfort with shelter software are preferred.

Qualifications

• High school diploma or GED required.
• Minimum 1 year of customer service experience, preferably in a contact center or client-support role.
• 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.
• 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 their 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

Communication skills

Active listening

Team collaboration

Discretion & confidentiality

Technology literacy

Education

High school diploma or GED

Tools

Shelter management software

Computer systems

Job description

ACC, a leading NYC animal shelter, is hiring a Client Support Representative who speaks Spanish to handle a high volume of calls, emails, and texts. You will provide compassionate information on admissions, adoption, health and behavior support, while upholding ACC policies and delivering excellent service.

The role is full-time in Bronx, NY, with a Thursday–Monday 10AM–6PM schedule and union protections. Prior customer service experience and comfort with shelter software are preferred.