Summary:

The ASPCA Veterinary Support Team is seeking a friendly, engaging, reliable, flexible, and people-savvy Certified Veterinary Technician who wants to make a difference in the world. Our Veterinary Support Associates provide a communication pathway for clients, answering over 25,000 inbound calls and making over 15,000 outbound calls annually. Our work includes providing veterinary triage, appointment scheduling, and program support for the ASPCA Adoption Center and ASPCA Animal Hospital in New York City, Community Engagement, Community Medicine (New York, Miami, Los Angeles), ASPCA Spay/Neuter Alliance (North Carolina), Los Angeles Feline Program Team, and Strategy & Research teams. Additionally, this team collaborates with social service agencies and veterinary partners to help the most at-risk animals within our designated service areas.

The Veterinary Support Associate will have experience using veterinary technician skills and excellent medical knowledge, customer service, and communication skills. They will effectively and professionally communicate with pet owners and veterinary professionals to provide emergency triage, assess and report on animal health and well-being, schedule services, and keep accurate and professional case records to assist with ASPCA mission-focused work involving at-risk animals, surrender prevention, and anti-cruelty intervention.

This is a regional remote position open to all eligible candidates based within the United States. Candidates must reside within 250 miles of the ASPCA Midwest Office in Champaign, IL.

Responsibilities:

Job responsibilities will include, but are not limited to:

• Professionally manage contacts by telephone and electronic means from departmental referrals, animal owners, and others to keep pets and people together
• Assist in the daily operations of all areas of Veterinary Support by maintaining knowledge of ASPCA program areas and assisting callers with information and services to provide targeted support
• Assess and triage illnesses, injuries, and potential surgical complications using veterinarian approved protocols, referring to the appropriate veterinary resources
• Utilize the electronic medical record databases to accurately record complete case histories, document findings, and provide detailed recommendations to owners
• Complete follow-up phone calls to pet owners, rescuers, and veterinary clinics as needed
• Assess case-related financial costs and make recommendations based on ASPCA protocols
• Consult the on-site and off-site experts as needed for additional information and case approvals
• Assist with maintenance of confidential files
• Collaborate with management and provide input when internal or external issues arise
• Maintain a professional demeanor during difficult or escalated interactions
• Maintain a positive and supportive attitude in all internal and external communications
• Maintain excellence in customer service and high case record quality levels
• Respond to quality assessments provided by quality assurance and management staff
• Meet case quality, customer service, and volume metric goals

Exemplifies the ASPCA's Core Values:

• Has Commitment and dedication to improving the lives of animals
• Demonstrates Ownership and feels responsible for outcomes
• Believes in Team - that we are stronger together
• Seeks to Elevate others and reimagine what is possible
• Focuses on Impact, specifically making change for animals

Qualifications

• Excellent interpersonal, written, and oral communication skills
• Proficiency with computers required, experience learning new software and fast and accurate typing skills highly preferred
• Strong understanding of medical terminology, basic animal anatomy, and excellent medical triage
• Must be able to think critically and interact effectively with clients, veterinary practices, and pet parents over the telephone and through electronic correspondence
• Ability to track and adapt to frequent changes in protocols and procedures
• Strong work ethic and self-starter, able to effectively manage multiple priorities within a fast-paced business environment
• Ability to maintain detailed records of cases and communications in a timely manner
• Ability to manage large numbers of inbound and outbound calls in a timely manner
• Exceptional customer service and professional phone voice
• Excellent active listening skills and the ability to quickly develop a rapport with customers over the phone
• Ability to de-escalate and maintain a professional demeanor during difficult or escalated interactions
• Displays care and concern for the safety and well-being of self, animals and others
• Display emotional intelligence, empathy and resiliency
• Must possess the ability to work as part of a hybrid team
• Availability to work any shift including holidays and weekends

Education and Work Experience

• Graduation from accredited school of veterinary technology (2 or 4-year program) required
• Veterinary triage experience highly preferred
• Emergency veterinary practice experience highly preferred
• Social service, veterinary practice, or animal shelter experience preferred
• Customer service/client-service facing experience preferred

Additional Information

• Veterinary Technician credentials required in state of residence, i.e., CVT, RVT, LVT. Must obtain CVT credentials in Illinois within one year of hire
• Veterinary Support Associates are assigned different shifts ranging from the earliest of 6am-2pm CST to the latest shift of 3pm-11pm CST. Weekend (Saturday/Sunday) and holiday shifts are required. Eligibility for preferred shifts is based on seniority. Schedules may vary based on the need for phone coverage and are assigned each month. These parameters are subject to change with call volume trends and workforce management adjustments
• Ability and willingness to travel up to 20% of the time as needed
• This is a regional remote position open to all eligible candidates based within the United States. Candidates must reside within 250 miles of the ASPCA Midwest Office in Champaign, IL.

Language

• English (Required)
• Bilingual (Spanish) Strongly Preferred

Compensation and Benefits:

The applicable target hiring range for this remote role is based on where the employee works, which for remote roles is the employee's primary location of residence, and its respective cost of labor. We have organized the U.S. varying costs of labor index into three geographic zones. As a point of reference, we've included our ASPCA locations by geographic zone to illustrate what the hiring range would be in each of the following areas.

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 ranges for this role are set forth below and may be modified in the future.

• Zone 1 (For example, Asheville, NC; Champaign, IL; Columbus, OH; Gainesville, FL; Miami, FL; Oklahoma City, OK; Overland, KS; Union, MO; Weaverville, NC): $24.50 - $26.90
• Zone 2 (For example, Washington D.C.; Los Angeles, CA): $26.70 - $29.10

• For questions regarding our regional zone locations and other locations not found on the list, please send an email to Careers@aspca.org for more information.
• For more information on our Benefit offerings, click here. Staff in this role may be eligible for additional pay such as shift differential.

The Compensation Team will review internal candidates' current compensation, to determine if an offer beyond the target hiring range may be applicable.

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Qualifications:

Bilingual (Spanish) Strongly Preferred

Certified Veterinary Technician - Other

Language:

English (Required), Spanish

Education and Work Experience:

Associates (Required), Bachelors

Customer service/client-service facing experience preferred, Emergency veterinary practice experience highly preferred, Must have graduated from accredited school of veterinary technology (2 or 4-year program), Social service, veterinary practice, or animal shelter experience preferred, Veterinary triage experience highly preferred

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA's standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA's People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

About Us:
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.

Applicants that are residents of Colorado: Per CO Senate Bill 23-058, we cannot generally request or require any age-related information (i.e., age, DOB, attendance or graduation dates from an educational institution) on an initial employment application; this includes any age-related inquiries in the initial interview. We are permitted to require/request additional application materials; if those materials contain any age-related information, an applicant may redact the information before submitting an initial employment application.

Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly