Front Desk & Customer Service Virtual Assistant

About Us 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 Program Support (Growth Opportunity) 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 Sangoma (VoIP phone system) 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 Benefits 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