Front Desk & Customer Service Virtual Assistant

Rockstar; Northern (KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Remote work

Professional development

Supportive team

Meaningful impact

Job summary

Rockstar is hiring a full-time Front Desk & Customer Service Virtual Assistant for an animal welfare nonprofit serving a large rural service area. This remote role will handle inbound calls and emails, resolve inquiries on the spot using scripted procedures, and support a small front desk team while expanding into new proactive programs.

You will use ShelterLuv for records, respond with empathy, de-escalate distressed callers, and contribute to scheduling outreach events like voucher

Qualifications

• Strong phone-based customer service experience.
• Empathy and de-escalation skills.
• Ability to resolve issues on the call rather than relay messages.
• Animal welfare interest or love of animals.
• Comfort learning new administrative software.
• Strong problem-solving and adherence to procedures.

Responsibilities

• Answer inbound calls about lost animals, fostering, volunteering, procedures.
• De-escalate distressed callers with empathy and calm tone.
• Resolve inquiries directly on the call using scripts and SOPs.
• Direct calls across departments per documented guidelines.
• Manage the general inbox and respond to inquiries.
• Maintain records in ShelterLuv with training provided.

Skills

Phone-based customer service

Empathy

De-escalation

Problem solving

Independent resolution

Animal welfare passion

Tools

ShelterLuv

Email management

Job description

Rockstar is an industry-leading staffing company based in Arizona that helps healthcare businesses across the United States streamline operations by connecting them with skilled remote professionals. We partner with talented individuals from around the world, providing meaningful remote career opportunities that empower personal and professional growth.

At Rockstar, we are committed to placing team members who not only meet our clients' operational needs but who also reflect our core values of integrity, excellence, and long-term service. Every placement is an opportunity to make a meaningful difference, for the practice, for patients, and for you.

Job Description

This is a remote position.

Rockstar is hiring a full-time Front Desk & Customer Service Virtual Assistant on behalf of an animal welfare nonprofit serving a large rural service area.

This organization currently fields all inbound calls and email inquiries through a small front desk team, calls that are often emotional and urgent: found animals, injured pets, behavior crises, lost and found reports, and general questions about shelter services. Many callers are older or don't have reliable internet access, so phone remains their primary way of reaching the organization.

This role is not a message-passing position. The VA needs to actually resolve inquiries on the call itself using established scripts and procedures, not just relay information back to staff. As the organization launches new proactive programs over the coming months, this role also has real potential to expand into supporting those initiatives directly.

About the Client

This organization is an animal shelter serving a large, primarily rural community, taking in thousands of animals each year. They are shifting from a reactive to a proactive model of care, actively developing new outreach and prevention programs so their in-person team can focus more directly on hands‑on animal care.

Their culture is mission‑driven, organized, and deeply compassionate, with clear documented procedures already in place to support a new team member coming in.

Key Responsibilities

Phone & Customer Service

• Answer all inbound calls related to lost and found animals, fostering, volunteering, general shelter procedures, and behavior or medical helpline questions
• De‑escalate emotionally distressed callers with genuine empathy and a calm, professional tone
• Resolve inquiries directly on the call using established scripts and escalation guidelines, rather than simply taking a message
• Direct calls appropriately across departments according to documented SOPs

Email & Administrative Support

• Manage the organization's general inbox, responding to the same categories of inquiries handled by phone (fostering, volunteering, procedures, lost and found)
• Maintain accurate records and documentation within the shelter management system (ShelterLuv), with training provided
• As new organizational programs launch, potentially support scheduling for community outreach initiatives, such as trap‑neuter‑return voucher distribution and owned‑pet retention support

Tools & Systems

• ShelterLuv (shelter management software, training provided)
• Email

Requirements

• Strong phone‑based customer service experience required
  
• Genuine empathy and strong de‑escalation skills, callers are frequently in emotional distress
  
• Comfortable resolving issues independently rather than simply forwarding messages
  
• Animal welfare background or a genuine love of animals is a strong plus
  
• Comfortable learning new administrative software
  
• Strong problem‑solving skills and the ability to follow documented procedures closely
  

Non‑Negotiables

• Strong empathy and de‑escalation skills
• Ability to solve problems on the call rather than just relaying messages
• Reliable and consistent, this organization depends on the front line being covereda
• Competitive salary commensurate with experience.
  
• Opportunities for professional development and growth.
  
• Work in a dynamic and supportive team environment.
  
• Make a meaningful impact by helping to build and strengthen families across the Globe