Call Center Team Member

Houston SPCA; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

403(b) retirement plan with employer-m

Paid Vacation Time Off

Paid Sick Leave

Employee Assistance Program (EAP)

Job summary

Houston SPCA seeks a Call Center Team Member to be the friendly first voice for people in distress, adoption inquiries, or lost/found animal cases. You will listen, gather details, and guide callers through procedures with calm professionalism.

You’ll help adopters understand the process, support pet owners with Found Animals reports, and relay urgent cases to investigators. A compassionate, patient approach is essential to uphold our mission in the community.

Qualifications

• High school diploma or equivalent.
• 1+ year of work experience.

Responsibilities

• Deliver exceptional customer service while gathering information and guiding callers through procedures.
• Assist visitors entering the Administration Building with clarity and care.
• Explain adoption processes, policies, and benefits to potential adopters.
• Enter lost pet reports and cruelty information accurately for investigators.

Skills

Customer service

Data entry

Communication

Reading and writing

Adaptability

Education

High school diploma or equivalent

Job description

Do you thrive in a fast-paced environment where every call matters? Are you motivated by helping people and protecting animals in our community? If you’re a solutions-focused communicator who brings calm, compassion, and professionalism to every interaction, Houston SPCA wants you on our team.

As a Call Center Team Member, you are often the first voice someone hears when they need help—whether they’ve lost a pet, found an animal in distress, or are considering adoption. Your ability to listen, problem-solve, and provide accurate information directly supports our mission to protect animals and serve the community.

What You’ll Do

In this role, you will deliver exceptional customer service while gathering critical information and helping callers navigate stressful or emotional situations. Every day you will:

• Welcome and guide visitors entering the Administration Building with clarity and care.
• Help potential adopters understand Houston SPCA’s adoption process, benefits, and policies.
• Support pet owners by helping them navigate the “Found Animals” webpage and entering lost pet reports.
• Gather and enter detailed information for cruelty reports and quickly relay urgent cases to investigators.
• Dispatch rescue ambulance calls with accuracy and urgency for animals in medical distress.
• Provide step-by-step support for emergency drop-off protocols for injured domestic animals and wildlife.
• Share information about Houston SPCA programs—Volunteer & Foster, PetSafe, Critter Camp, Wellness Clinic, and more.
• Direct callers to the appropriate departments while maintaining a calm, professional tone.
• Maintain confidentiality for all customers, donors, animals, and internal communications.

What You Bring

• High school diploma or equivalent and 1+ year of work experience.
• Ability to read, write, and communicate effectively.
• Strong computer and data-entry skills.
• Patience, courtesy, and professionalism at all times.
• Ability to safely handle animals with gentleness when needed.
• Ability to adapt quickly to new procedures or program changes.
• Valid Texas Driver’s License preferred.
• Ability to lift up to 50 lbs and work occasional unscheduled hours.

Houston SPCA is committed to building a diverse, inclusive, and equitable workplace. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

At Houston SPCA, we believe our employees are our greatest asset. When you join our team, you become part of a mission-driven organization dedicated to improving the lives of animals and the people who care for them. We are committed to supporting our employees both professionally and personally by offering a comprehensive benefits package that promotes health, financial security, work-life balance, and overall well-being. Whether you’re starting your career or bringing years of experience, Houston SPCA provides meaningful opportunities to make a difference while enjoying valuable benefits designed to help you thrive.

• Medical insurance
• Dental insurance
• Vision insurance
• Basic and supplemental life insurance
• 403(b) retirement plan with employer matching contributions
• Flexible Spending Account (FSA)
• Paid Vacation Time Off
• Paid Sick Leave
• Employee Assistance Program (EAP)
• Short-term disability options
• Aflac accident and critical illness coverage
• VCA Animal Hospital employee discounts
• Hill’s Pet Food discounts
• Public Service Loan Forgiveness (PSLF) eligibility for qualifying employees of nonprofit organizations

We provide equal employment opportunities to all employees and applicants for employment without regard to race, creed, color, ancestry, national origin, sex, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, transfer, leave of absence, compensation and training.