Client Experience Representative

Job Description

Job Description

Join Our Team & Make a Difference Every Day

Are you passionate about helping people and animals? Do you thrive in a fast-paced environment where no two calls are the same? As a Call Center Representative, you’ll be the first point of contact for the community—providing support, guidance, and compassion while helping advance the mission.

If you’re a strong communicator who enjoys problem-solving and making a real impact, we’d love to hear from you. Bilingual (Spanish/English) candidates are highly encouraged to apply.

What You’ll Do

• Answer incoming calls and provide helpful, accurate information to the public

• Document call details and maintain organized records

• Guide callers using client protocols and best practices

• Transfer or escalate calls when appropriate

• Educate the community on responsible pet ownership

• Support and promote client programs, services, and mission

• Learn and apply knowledge of animal behavior to assist with adoptions and pet retention

• Deliver exceptional customer service with professionalism and empathy

• Collaborate with team members and volunteers in a supportive environment

• Maintain confidentiality and handle sensitive situations with care

• Treat all animals with compassion and advocate for humane care at all times

• Schedule clinic appointments

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What We’re Looking For

• High school diploma or GED required (some college preferred)

• At least 1 year of customer service experience preferred

• Bilingual in Spanish and English is a strong plus

• Strong communication skills—both written and verbal

• Comfortable multitasking and working in a fast-paced setting

• Proficient in Microsoft Office (especially Excel) and basic computer systems

• Patient, empathetic, and able to stay calm under pressure

• Team-oriented with a positive, professional attitude

• Strong problem-solving and critical thinking skills

• Knowledge in veterinary terminology is a plus

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Work Environment

• In-person role based in New Orleans

• Fast-paced setting with a high volume of calls

• Exposure to animals and related environments (including noise)

• Must be comfortable working around animals and potential risks (e.g., bites or scratches)

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Perks & Benefits

• Competitive pay: $15.00 – $18.75/hour (based on experience)

• Health and life insurance options

• 401(k) with company match

• Paid time off and holidays

• Eligibility for Public Service Loan Forgiveness

• Opportunity to make a meaningful impact in your community

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Why Join Us?

Your work directly supports the well-being of animals and the people who love them. You’re not just answering calls, you’re helping create better outcomes for pets and families every single day.