Remote Front Desk & Customer Care VA

Virtual Rockstar; Poland; Remote; PLN 126,000 - 193,000; Full time

Job summary

Rockstar is hiring a full-time Front Desk & Customer Service Virtual Assistant for an animal welfare nonprofit serving a large rural area. The VA will handle inbound calls and emails, resolve inquiries on the call using scripts, and support outreach programs.

You'll work remotely, with emphasis on empathy, de-escalation, and taking ownership of issues, while following documented procedures and using ShelterLuv for records. Opportunities for growth and professional development are available.

Qualifications

• Strong phone-based customer service experience.
• Genuine empathy and strong de-escalation skills.
• Comfortable resolving issues independently rather than forwarding messages.
• Animal welfare background a strong plus.
• Comfortable learning new administrative software.
• Strong problem-solving skills and ability to follow documented procedures closely.

Responsibilities

• Answer inbound calls related to missing animals, fostering, volunteering, procedures, and helpline questions.
• De-escalate emotionally distressed callers with empathy and a calm, professional tone.
• Resolve inquiries directly on the call using established scripts and escalation guidelines.
• Direct calls across departments according to documented SOPs.
• Manage the organization's general inbox and respond to inquiries (fostering, volunteering, procedures, lost and found).
• Maintain records in ShelterLuv and assist scheduling for community outreach initiatives.

Skills

Phone-based customer service

Empathy

De-escalation

Problem solving

Independent resolution

Tools

ShelterLuv

Email

Job description

Rockstar is hiring a full-time Front Desk & Customer Service Virtual Assistant for an animal welfare nonprofit serving a large rural area. The VA will handle inbound calls and emails, resolve inquiries on the call using scripts, and support outreach programs.

You'll work remotely, with emphasis on empathy, de-escalation, and taking ownership of issues, while following documented procedures and using ShelterLuv for records. Opportunities for growth and professional development are available.