Client Care Associate

Maryland SPCA Job Description Job Title: Resource Center Client Care Associate Department: Resource Center Reports to: Resource Center and Intake Manager FLSA Status: Non-exempt Schedule: 40 hours weekly Pay: $18-$18.50 Prepared Date:2/18/2026 The Resource Center Client Care Associate is responsible for handling a large volume of live client calls and messages. Provides exceptional customer service by answering questions, providing information and guidance, and directing clients to the appropriate department/person. Essential Duties and Responsibilities: Provide clients with exceptional customer service, ensuring they feel supported and valued Effectively answer, record, log, and process all client calls, requests, questions, or concerns in a professional and efficient manner Utilize, maintain and update software, databases, scripts, and tools appropriately Accurately and confidently describe all services and programs to clients including owner surrenders and adoption returns, lost and found pets, pet end of life services, shelter policies for adoption, spay neuter, food pantry, and medical services Collect initial information about client needs and then work collaboratively to solve problems and/or provide best possible solutions and outcomes Create and maintain record of client interactions via call log and shelter database according to protocols Resolve problems by clarifying issues, researching, exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems De-escalate situations involving emotionally heightened clients, offering patient assistance and support Understand and strive to meet call center metrics while providing excellent consistent customer service Collaborate with other call center professionals to improve client experience and protocols Take part in training and other learning opportunities to expand knowledge of organization and position Follow communication procedure, guidelines and policies Assist with training and shadowing sessions for new colleagues Complete all tasks assigned by management Qualifications: High school diploma or GED Excellent customer service skills, with ability to deal tactfully and effectively with all stakeholders, even in difficult situations Basic knowledge of animal breeds, animal health, animal handling and humane care Computer literacy required Ability to use Microsoft Office including Word, Excel, Outlook, and Teams. Google Voice should also be understood with the capability of using multiple platforms simultaneously. Effective written and verbal communication skills for in-person and telephone contacts Reliable and detail oriented Ability to thrive in a fast-paced environment • Ability to multi-task and stay calm under pressure Commitment to and enthusiasm for the mission, programs and services of the Maryland SPCA Working Conditions: Work is performed in an office setting within an animal shelter Noise level is usually moderate Exposure to disinfecting solutions when cleaning with exposure to unpleasant odors and high noise levels when in kennel area Physical Demands: Frequent sitting, using computer keyboard and telephone up to 8 hours per day with some bending, stooping and walking The Maryland SPCA is an equal opportunity employer and prohibits discrimination and harassment of any kind. The MD SPCA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free from discrimination and harassment. All employment decisions at the MD SPCA are based on the organization's needs, job requirements, and individual qualifications, without regard to race, color, religion/beliefs, age, or any other protected status. The MD SPCA will not tolerate discrimination based on any of these characteristics. We encourage all applicants with a passion for our mission to apply. The MD SPCA strives to provide a safe work environment and encourage personal health. Therefore, it is a substance-free, drug-free workplace.