Client Relations Specialist

ASPCA; New York (NY); On-site; USD 38,000 - 40,000; Full time

Benefits offered by this job

Health coverage

Flexible time off

401(k) match

Professional development

Job summary

The ASPCA seeks a Client Relations Specialist at our 92nd Street, NYC location to warmly greet visitors, answer inquiries, and connect clients with ASPCA programs and services. Onsite, Tue-Sat 9-5, flexibility may be required.

English/Spanish translation, conflict resolution, and compassionate service are essential; knowledge of ASPCA resources is expected. Salary ranges from $27.25 to $29.18 per hour with benefits including health coverage, paid time off, a 401(k) match, and professional

Qualifications

• High school diploma or GED required.
• Minimum four years of client service experience.
• At least one year resolving customer concerns in a high-pressure environment.
• Experience with underserved communities is a plus.
• Animal handling experience preferred or willingness to learn on the job.
• Fear Free Shelter certification must be obtained within 90 days of hire.
• Bilingual English/Spanish language skills are required.

Responsibilities

• Greet clients and visitors with a positive, client-centered approach.
• Provide translation support (English/Spanish) between clients and ASPCA teams.
• Assist visitors with ASPCA programs and services and make referrals as needed.
• Maintain logs of client interactions and inquiries; assist with scheduling.
• Escalate concerns and de-escalate conflicts with professionalism and empathy.

Skills

Conflict resolution

De-escalation

Customer service

Bilingual

Empathy

Communication

Patience

Education

High school diploma

Fear Free Shelter certification (within 90 days)

Tools

Microsoft Office

Canva

Airtable

Job description

Summary: Are you a bilingual, client-centered professional who communicates with empathy, sound judgment, and composure? The ASPCA is seeking a Client Relations Specialist to support a welcoming, compassionate experience for clients and visitors while helping connect people and animals to the right resources.

The ASPCA is seeking a friendly, reliable, and people-savvy Client Relations Specialist to serve as a knowledgeable first point of contact for community members engaging with the ASPCA’s local and national work. This client services role requires excellent knowledge of ASPCA programs and services, strong communication and conflict-resolution skills, and the ability to manage sensitive interactions professionally. Responsibilities include greeting clients and visitors, addressing escalations, making referrals to medical and other service providers, sharing information about ASPCA programs and mission-related opportunities, directing clients appropriately, maintaining inquiry logs and daily schedules, and communicating processes, including surrender-prevention resources when needed.

What You’ll Do

As the Client Relations Specialist, you’ll be a key part of the work to maximize the ASPCA’s public engagement to ensure all visitors to this location will receive prompt attention and exceptional service within the parameters of the organizational guidelines. The Client Relations Specialist reports directly to the Director of Administration and has no direct reports.

Where and When You’ll Work

This role is onsite at the 92nd Street location. The schedule for this role is Tuesday-Saturday, 9-5pm and requires flexibility and the ability to adjust work hours and potentially days to accommodate varying needs, tasks, or commitments while maintaining productivity and meeting deadlines.

What You’ll Get

Compensation: Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future. The target hiring range for this role is $27.25 - $29.18 per hour.

Benefits

• Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
• Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays that allows you even more flexibility to observe the days that mean the most to you.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar-for-dollar up to 4% and provide an additional 4% contribution toward your future each year.
• Robust professional development opportunities, including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field and so much more.

For more information on our benefits offerings, visit our website.

Responsibilities

• Client Relations & Hospitality
  • Greet clients and their pets using a positive, non-judgmental, client-centered approach so clients feel at-ease about communicating their pet care needs.
  • Provide translation support (English/Spanish) between clients and the ASPCA teams as needed.
  • Utilize knowledge of ASPCA program areas to assist visitors with information and services to provide targeted support.
  • Support clients who walk in without an appointment compassionately and urgently to determine the best course of action.
  • Using established guidelines and visual assessment criteria, ask relevant questions and identify signs that may indicate a pet requires immediate medical attention.
  • If concerning signs are present, promptly liaise with the hospital team for medical assessment.
  • For pets that do not require immediate assessment, guide clients to the appropriate next step, including contacting the call center or providing alternative resources when their pet’s needs fall outside AAH’s medical criteria.
  • Support Volunteer and Foster Program recruitment efforts by providing appropriate literature regarding the application process.
  • Assist members of the public who are seeking surrender services by providing relevant intake support including surrender prevention information, and referrals to other shelters as appropriate.
  • Speak knowledgeably and actively seek out opportunities to engage the public in all available ASPCA services, animal welfare philosophies and techniques in responses to client’s inquiries.
  • Share up to date information regarding the ASPCA Adoption Center’s adoption process.
  • Liaise any NYPD interactions in the lobby, directing them to call appropriate information number or 92nd street forensics contact.
  • Complete and maintain a log of client interactions and inquiries and provide follow up as necessary.
  • Manage monetary and in-kind donations, express the ASPCA’s appreciation for general donation inquiries and distribute donation receipt form.
  • Ensure relevant visitor information is consistently gathered through our database and analyzed on a quarterly basis in order to improve client experience.
  • Develop engaging content for the lobby slideshow to keep visitors informed while waiting in the lobby.
  • Coordinate intake of animal relinquishments as needed.
• Conflict Resolution
  • Proactively manage, resolve and de-escalate complex, sensitive, or high-pressure client interactions.
  • This includes client concerns and complaints, while maintaining professionalism, empathy, and setting clear expectations and offering alternative resources.
  • Exercise sound judgment to determine when an interaction can be independently resolved and when additional leadership or departmental support is needed and partner with appropriate team members.
  • Document client complaints, escalations, actions taken, and outcomes in accordance with established procedures; complete incident reports when appropriate.
  • Identify recurring client concerns, barriers, or sources of conflict and partner with program leaders on opportunities to improve processes and the overall client experience.
• Internal Communication & Collaboration
  • Communicate and collaborate with peers and supervisors in alignment with the organization’s Core Values.
  • Actively participate in ongoing training and team departmental meetings as needed to stay updated on ASPCA programmatic updates, processes, and public engagement opportunities.
  • Collaborate with subject matter experts to keep all reference materials used to direct clients to services up to date.
  • Collaborate with our Creative team to ensure any public facing documents/files have our most recent branding and receive guidance when prompted.
  • Shadow or deploy with Community Engagement, Community Medicine, Relocation or National Response Team or shadow another ASPCA department once per year and occasionally participate in community outreach efforts.

Qualifications

• Highly skilled in conflict resolution and de-escalation techniques, with the ability to effectively manage challenging client interactions, de-escalate tense situations and resolve disputes in a professional and solutions-oriented manner.
• Requires frequent interaction with clients experiencing frustration, emotional distress, or dissatisfaction.
• Must demonstrate composure, resilience, and sound judgement while maintaining professionalism and fostering positive client relationships in high-pressure situations.
• Commitment to the ASPCA’s mission with a strong interest in animal welfare and serving low-income communities.
• Thrives on providing exceptional customer service experiences; exemplary customer engagement skills.
• Strong team player who thrives independently in a fast-paced, shelter environment with exposure to dogs and cats daily.
• Strong problem-solving abilities and sound judgment are required.
• Strong computer skills, including Microsoft Office; familiarity with database software a plus (such as Canva and Airtable).
• Ability to build and sustain positive and productive relationships within and across departmental teams, with volunteers and the public.
• Ability to walk, bend, stand and reach constantly during a minimum 8-hour day; ability to lift up to 30 lbs., ability to walk dogs up and down stairs.
• Ability to exemplify ASPCA’s core values and behavioral competencies.

Education and Work Experience

• High school degree or GED equivalent required.
• Minimum of four years of client service required (i.e. working directly with internal and/or external clients to provide thoughtful service and customer/client support).
• Minimum of one year of experience resolving customer concerns and complaints in a high-pressure environment while using de-escalation techniques.
• Experience with and/or interest in working with underserved communities is required.
• Animal handling experience strongly preferred or willingness to learn on the job.
• Fear Free Shelter certification required, or must be obtained within first 90 days.
• Social Services experience a plus.

Language

English (Required), Spanish (Required)

Education and Work Experience (Additional)

• High School Diploma (Required)
• Fear Free Shelter certification required, or must be obtained within first 90 days
• High school degree or equivalent required
• Minimum of four years of client service required
• Social Services or relevant experience a plus

About the ASPCA

The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States. The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers. The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources. At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA’s vision – that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.