Client Care Coordinator - Spanish Speaking

Animal Care Centers of NYC

Job Description

Client Care Coordinator - Spanish Speaking

Salary Range
$23.00 To $23.00 Hourly

Schedule
The working schedule for this position is Tuesday - Saturday with Sunday and Monday off.

Who We Are
ACC is one of the nation’s largest open-admission animal shelters, whose mission is to End Animal Homelessness in NYC. We touch the lives of nearly 20,000 animals each year. ACC is more than an animal shelter; we are a resource to the community, always seeking ways to keep the human-animal bond intact. With a 90% placement rate, our progressive, life-saving initiatives contribute to the successful placement of our animals.

We strive to find loving homes for homeless and abandoned cats, dogs, guinea pigs and rabbits, both by adopting animals directly to the public and by partnering with more than 200 dedicated animal placement organizations (our New Hope partners). We also help keep NYC communities safe and rescue animals in need, responding to emergencies that involve animals as well as keeping our doors open 24/7 for people and animals in need.

Summary
The Client Care Coordinator serves as the primary representative of ACC, delivering exceptional service to internal and external clients in alignment with ACC’s mission and core values. This essential role includes welcoming clients, facilitating connections with various departments, and providing comprehensive information regarding ACC services, including but not limited to animal admissions, adoptions, health, and behavioral support. The Coordinator also acts as a leader within the Client Care Team, supporting staff, addressing inquiries related to fees, legal considerations, trap-neuter-return (TNR) initiatives, and other sensitive topics. Central to the Coordinator’s mandate is the commitment to ensure that every client, regardless of circumstances, receives respectful, thorough access to ACC resources, departing with a positive impression of the organization.

Required Qualifications:
-High School Diploma or GED required.
-At least 2 years in a heavy counseling or customer service/social service-oriented role is required.
-Candidates should exhibit a strong capacity to thrive in fast-paced, high-stress environments, demonstrating respect and collaboration.
-The role demands discretion, attention to detail, proficient communication skills, and a passion for animal welfare.
-Proficiency in MS Office and familiarity with animal shelter software are required.
-Bilingual (Spanish) required.
-Must be able to lift a minimum of 50lbs.

Benefits
ACC values work/life balance and offers a generous paid-time-off (PTO) package that includes vacation time, birthdays off, personal days and sick pay. We also value physical and mental health by offering a great open access Cigna medical, dental and vision insurance at a low premium to our employees as well as 401K and Pension, Life Insurance. We also have on-the-job training for 2-4 weeks, periodic all staff trainings to include safety, DEI, cross training, and other growth opportunities.

Because ACC is a nonprofit, employees may be eligible for loan forgiveness, cancellation, and/or consolidation under the Public Service Loan Forgiveness program (PSLF). Created under the College Cost Reduction and Access Act of 2007, PSLF allows borrowers who work full time for nonprofits and government agencies to have their outstanding debt forgiven tax-free on Federal Direct Loans, after making 120 qualifying monthly payments under a qualifying repayment plan.

Essential Job Functions:
-Customer Service: The primary responsibility of the Client Care Coordinator is to provide exceptional customer service, representing ACC's mission and values. This includes greeting clients warmly, offering detailed information about ACC's services, and addressing inquiries concerning fees, legal requirements, and animal welfare policies. A key aspect of this role involves coaching and mentoring team members to ensure a consistent, non-judgmental approach to client interactions, fostering a supportive environment.
-Logistics Coordination: The coordinator is a vital liaison between clients and external resources, facilitating access to veterinary care and adoption services. This involves managing extensive data entry in shelter management software, documenting client communications accurately, and following up with reunification clients to ensure their needs are met. The coordinator also oversees the daily operational flow within the Client Care department, troubleshooting issues and ensuring that supplies and resources are adequately maintained.
-Lost and Found Services: Another critical function is to handle lost and found inquiries, aiding clients in reconnecting with their pets. This encompasses conducting thorough checks to locate owners, counseling clients on resource eligibility, and accurately recording necessary information in tracking systems. The coordinator also assists clients with Lost Reports and social media postings, acting as a resource for effective reunification support.

Other Responsibilities:
-Always present a professional and friendly demeanor to clients, smiling and greeting all upon entry to our care centers and thanking them for visiting upon departure.
-Provide thorough, professional, personalized, and sincere communication regardless of the method of communication.
-Maintain professional personal appearance and work areas at all times.
-Interact with the public via phone, email, and in person to answer questions about ACC services.
-Effectively and professionally communicate policies to ACC Clients, members of the public, and other organizations.
-Coach and mentor other Client Care staff to provide a baseline level of service that is consistent with the overall goals of nonjudgmental client support and a problem-solving approach.
-Complete all tasks per ACC policies and procedures provided by the department Supervisor or Manager.
-Adhere to changes in policy or procedure as directed by Supervisor and/or Manager.
-Act as an ambassador of spay/neuter positively and openly.
Graciously accept monetary and in-kind donations.
-Be knowledgeable of multiple processes, including animal admission (owner surrender, deceased, stray, police – criminal and non-criminal); returning an animal to an owner; Department of Health policies for bite cases.
-Maintain accurate cash drawers (money and receipts); perform end-of-day reconciliations.
-Work cooperatively with other management staff regarding the shelter's daily operation.
-Coordinate services and act as liaison to vendors, social services, and/or animal welfare groups to provide comprehensive support services to enable reunifications between pets and families, including subsidized veterinary care, spay/neuter services, training, transportation, boarding, advocacy, and connection to social services.
-Conduct follow-up calls with reunification clients to ensure adequate services and families thrive.
-Perform extensive data entry work in ShelterBuddy or other animal sheltering software, including creating people and animal profiles, documenting communications via thorough notes, and finding required information in ShelterBuddy.
-Registering / Auditing dog licenses for NYC licenses online.
-Keep the supervisor informed of supplies needed.
-Complete daily reports, tasks, and duties as instructed by the department -Supervisor and/or Manager.
-Audit tasks performed by Client Care Representatives as needed.
-Act as a leader within the Client Care department, troubleshooting issues and providing direction to the team in the absence of a supervisor or manager.
-Accurately perform Lost/Found checks using all available contact methods (phone, text, email, letter, etc.) to locate possible owners.
-Counsel clients needing ACC support to determine eligibility and arrange for disbursement of funding and provision of services.
-Manage the use of ACC reunification support resources at the direction of management.
-Keep management informed of reunification supplies inventory and ordering needs.
-Accurately record all information the owner provides regarding the animal's history and needs in data tracking software.
-Act as a point person for Lost/Found matches outside the Care Center.
-Assist clients in filling out Lost Reports and coach on how to post on social media.
-Fear Free certification within 30 days of hire.
-Complete other duties as assigned by supervisor.

Preferred Qualifications:
-Previous animal care experience is a plus.

Work Environment
At ACC it's all hands-on deck. We work together as a team, which means you may be asked to help with tasks that involve working outside in all sorts of weather. As a busy animal shelter in one of the biggest cities in the world it can get noisy inside. Employees should have the ability to remain calm yet professional in stressful situations involving animals and/or members of the public. ACC houses hundreds of animals in its facilities at any given time and with that comes fur, odors and other airborne particles in abundance.

ACC offers many low-cost services to pets and people in need. This includes compassionate end-of-life services for people who cannot afford to go to a private veterinary office but still want to provide a professional and peaceful transition for their beloved pet.

Reports To: Manager, Admissions and Client Care, with dotted lines to Client Care Supervisors

Overtime: This is a union position and is eligible for overtime.