Client Programs Liaison

About the role

Are you a positive, engaging people person who thrives in a fast-paced environment? If so - and you love animals - you should consider the role of Client Programs Liaison at the ASPCA's 92nd Street facility. The American Society for the Prevention of Cruelty to Animals (ASPCA) is seeking a friendly, engaging, reliable, and people-savvy Client Programs Liaison who is dedicated to helping animals by engaging community members directly in the ASPCA's local and national work. The Client Programs Liaison is a client services professional position that will have excellent knowledge of the ASPCA's many services, conflict resolution, client relations, and communication skills. They will effectively and professionally be the first point of contact for clients and other visitors - greeting them, connecting them with appropriate ASPCA services -- including by making referrals to medical and other service providers -- and providing information about ASPCA programs, services, and opportunities to contribute to the ASPCA's mission. They will direct clients appropriately and maintain logs of inquiries and daily schedules, communicate appropriate processes, including providing surrender prevention resources as needed. As the Client Programs Liaison, y ou'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. * This role requires Spanish fluency

Responsibilities

• Responsibilities will include, but are not limited to:
• Client Relations & Hospitality - 60%
• 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 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
• Knowledgeable about the 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
• Manage intake of animal relinquishments as needed
• Other duties as assigned
• Internal Communication & Collaboration - 20%
• Communicate and collaborate with peers and supervisors in alignment with the organization's Core Values
• Actively participate in ongoing training and team 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 current
• 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
• Conflict Resolution - 20%
• Proactively and effectively de-escalate high-pressure client interactions to navigate complex issues and reach appropriate solutions.
• Must be comfortable stepping into situations with no immediate or conventional resolution, maintaining unwavering composure and professionalism to manage client expectations and

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