Client Support Associate (On-Site)

About the role

The ASPCA's Client Support team connects pet owners, veterinary teams and rescue organizations with the organization's animal welfare programs. This on-site position in the Champaign, IL office uses strong communication skills to handle customer requests by phone and email, helping families keep their pets and connect animals with care. Schedules run from 7:00 a.m. to 3:00 p.m. CST to 11:00 a.m. to 7:00 p.m. CST, with monthly assignments depending on call volume.

Key responsibilities

• Provide veterinary triage and guidance, and support pet owners during stressful situations with empathy and professionalism.
• Help families connect with services and resources to keep pets in their homes.
• Coordinate appointments and program services across ASPCA departments.
• Manage inquiries, including payment processing and record requests, by telephone and email.
• Maintain detailed case records in electronic systems and complete follow-up communications with partners.
• Work with subject matter experts and collaborate with teammates and other departments.
• Handle confidential information with discretion and uphold the ASPCA core values.

Required profile

• Excellent interpersonal, written and oral communication skills.
• Spanish communication skills are a plus.
• Ability to track and follow up on cases.

Required skills

• Proficiency with computers and comfort learning new software.
• Fast and accurate typing.
• Understanding of medical terminology and basic animal anatomy.

What we offer

• Target hiring salary of $21.00 - $22.45, depending on education, experience and other factors.
• Health coverage, employer-paid dental and optional vision, plus flexible time off and 10 paid holidays.
• 401(k) with employer matching and additional annual contribution.
• Professional development, training, coaching, mentorship and internal mobility.