Client Relations Specialist

About the role

The ASPCA is looking for a bilingual, client-centered Client Relations Specialist to act as a knowledgeable first point of contact for community members engaging with its local and national work. The role is onsite at the 92nd Street location, reporting directly to the Director of Administration with no direct reports. It is open to bilingual (English/Spanish) candidates.

Key responsibilities

• Greet clients and visitors warmly, give translation support between clients and ASPCA teams, and share information about ASPCA programs and the adoption process.
• Support clients arriving without an appointment, assess whether a pet needs urgent medical attention and liaise with the hospital team when needed.
• Provide intake support for people seeking surrender services, including surrender-prevention information and referrals to other shelters.
• Help with volunteer and foster program recruitment, coordinate intake of animal relinquishments and liaise with NYPD in the lobby.
• Maintain a log of client interactions and inquiries, gather visitor data quarterly, and develop lobby slideshow content.
• Manage monetary and in-kind donations, thank donors and distribute receipt forms.
• Resolve and de-escalate sensitive client interactions, document complaints and escalations, and work with program leaders to improve processes.
• Take part in training, departmental meetings, and occasional shadowing of other departments.

Required profile

• Bilingual (English/Spanish).
• Excellent knowledge of ASPCA programs and services.
• Strong communication and conflict-resolution skills, able to handle sensitive interactions professionally.
• Schedule: Tuesday to Saturday, 9am to 5pm, with flexibility to adjust hours and days.

What we offer

• Target hiring pay of $27.25-$29.18 per hour.
• Health coverage, employer-paid dental and optional vision, flexible time off and 10 paid holidays.
• 401(k) with employer matching up to 4%, plus an additional 4% annual contribution.
• Professional development, internal mobility and field support opportunities.