Call Center Customer Care Specialist

Call Center Assistant

Help connect pets and people to the support they need.

The Animal Rescue League of Iowa is seeking a compassionate and customer-focused Call Center Assistant to join our Admissions team. This role serves as an important 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 is a great opportunity for someone with customer service, call center, veterinary, animal welfare, healthcare, hospitality, social services, or other customer-facing experience who enjoys helping people, solving problems, and supporting a mission-driven organization.

• Wednesday: 10:00 a.m. to 2:00 p.m.
• Thursday through Saturday: 9:00 a.m. to 6:00 p.m.
• Remote within the Greater Des Moines area
• Must be able to report onsite to the Animal Rescue League of Iowa as needed for training, meetings, or operational support

The Animal Rescue League of Iowa is Iowa's largest nonprofit animal welfare organization, helping animals and the people who love them through sheltering, adoption, veterinary care, animal services, community programs, and pet support resources. Across multiple locations and programs in the Des Moines metro, the ARL works every day to provide compassionate care, practical support, and trusted resources for animals and families in our community.

• Respond to community inquiries by phone, email, and chat.
• Provide accurate information about ARL programs, services, resources, and next steps.
• Help guide pet owners, finders, adopters, and community members through animal-related questions or concerns.
• Support lost pet reunification efforts by providing guidance, education, and resources.
• Review animal admission information, including medical and behavioral history.
• Schedule appointments and verify information with pet owners, veterinary providers, and internal teams.
• Maintain accurate electronic records and documentation in organizational systems.
• Navigate emotional or stressful conversations with empathy, professionalism, and sound judgment.

• High school diploma or GED required.
• Previous customer service, call center, veterinary, animal welfare, healthcare, hospitality, social services, or related experience preferred.
• Strong communication, customer service, and problem-solving skills.
• Ability to remain calm, professional, and compassionate during high-volume or emotionally sensitive situations.
• Strong attention to detail and ability to maintain accurate records.
• Comfort using phone, email, chat, Microsoft Office, and other technology systems.
• Ability to manage multiple priorities in a fast-paced environment.

Part-time employees at the ARL are part of a mission-focused culture where their work directly supports animals, pet owners, and the community. Benefits and employee offerings may include:

• Veterinary benefits
• Opportunities for learning, connection, and meaningful community impact
• 401(k) retirement plan with an employer contribution

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 possibility of scratches or bites when onsite at ARL facilities.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

As a Call Center Assistant, your work helps connect people with the support, resources, and services they need for the animals in their lives. Every conversation is an opportunity to provide guidance, solve a problem, and help create a better outcome for a pet or person.

If you are compassionate, customer-focused, and enjoy helping people through meaningful work, we would love to have you join our team.

Employment in this position is at-will, meaning either the employee or the ARL may end the employment relationship at any time, with or without cause or notice, as permitted by law.

The Animal Rescue League of Iowa is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state law. Applicants and employees are encouraged to discuss potential accommodations as needed.