Call Center Customer Care Specialist

Job Description

Job Description

Call Center Assistant

Location: Remote within the Greater Des Moines Area (Must be able to report onsite to the Animal Rescue League of Iowa as needed)

Help Pets and People When They Need It Most

The Animal Rescue League of Iowa (ARL) is seeking a compassionate, customer-focused Call Center Assistant to join our Admissions team. This role serves as a vital connection between the community and the services the ARL provides, helping pet owners, finders, adopters, and community members access support, resources, and solutions for a wide variety of animal-related needs.

This position offers the flexibility of working remotely while remaining closely connected to our mission and operations. Because the role requires occasional onsite training, meetings, and operational support, candidates must reside within the Greater Des Moines area and be able to report onsite as needed.

This is more than a traditional call center position. Every day, you'll have the opportunity to make a meaningful impact by helping people navigate situations involving lost pets, behavioral concerns, medical questions, pet retention resources, animal admissions, and community services. Some interactions may involve individuals experiencing stress, uncertainty, or emotional circumstances, making empathy, professionalism, and problem-solving essential to success.

What You'll Do

As a Call Center Assistant, you will serve as a trusted resource for community members seeking assistance from the ARL. You will respond to inquiries through phone, email, and chat while providing accurate information about ARL programs, services, and resources. You will help reunite lost pets with their families by guiding individuals through the reunification process and providing education and support along the way.

You will review information related to animal admissions, including medical and behavioral histories, helping determine appropriate next steps while ensuring all documentation is completed accurately and efficiently. The role also involves scheduling appointments, verifying information with pet owners and veterinary providers, maintaining electronic records, and ensuring the integrity of data entered into organizational systems.

In addition to supporting the public, you'll collaborate closely with ARL staff and volunteers, helping create a positive experience for everyone interacting with the organization. Every interaction is an opportunity to demonstrate the ARL's commitment to compassion, service, and animal welfare.

What We're Looking For

We're seeking someone who thrives in a fast-paced environment and genuinely enjoys helping people solve problems. Successful candidates are empathetic communicators who can remain calm and professional while managing a high volume of inquiries and emotionally sensitive situations.

Qualified candidates will possess a high school diploma or GED. Previous experience in customer service, call center operations, veterinary medicine, animal welfare, healthcare, hospitality, social services, or another customer-facing role is preferred.

The ideal candidate has excellent communication and interpersonal skills, strong attention to detail, sound judgment, and the ability to navigate challenging conversations with professionalism and compassion. Proficiency with Microsoft Office and comfort learning new technology systems are important, as is the ability to maintain accuracy while managing multiple priorities.

Why Join the ARL?

At the ARL, every conversation has the potential to change an outcome for a pet or a person. Whether you're helping reunite a family with a beloved pet, connecting someone with affordable resources, or guiding a community member through available services, your work directly supports our mission of improving the lives of animals and the people who love them.

You'll join a passionate team committed to making a difference every day while enjoying the flexibility of a remote work environment and the satisfaction of contributing to one of Iowa's most impactful nonprofit organizations.

Physical Requirements & Working Conditions

This position requires the ability to sit for extended periods while working on a computer and communicating by phone, email, and chat. Occasional onsite work may require standing, walking, and lifting up to 50 pounds.

Although much of the work is performed remotely, employees may occasionally be exposed to animals, animal-related odors, animal waste, moderate noise levels, and the potential for animal scratches or bites when onsite at ARL facilities.

Employment in this position is at-will, meaning that either the employee or the ARL may terminate the employment relationship at any time and for any lawful reason.

The Animal Rescue League of Iowa is an Equal Opportunity Employer and is committed to providing reasonable accommodations to qualified individuals with disabilities.

25 hours/week, Wednesday-Saturday schedule