Pet Client Services Assistant at Animal Rescue League Of Iowa

Des Moines, Iowa, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Sep, 26

Salary

0.0

Posted On

14 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Client Relations, Crisis Management, Emotional Intelligence, Active Listening, Conflict Resolution, Record Keeping, Animal Handling, Compassionate Communication, Administrative Support, Payment Processing, Multitasking

Industry

Non-profit Organizations

Description

PET HELP ASSISTANT YOUR MISSION: SUPPORT PETS AND PEOPLE THROUGH LIFE'S MOST IMPORTANT MOMENTS The Animal Rescue League of Iowa (ARL) is seeking a compassionate, professional, and service-minded Pet Help Assistant to provide support to pet owners during both challenging and hopeful moments in their lives. This is a full-time temporary position anticipated to continue through November 2026, with the potential for longer-term employment based on organizational needs, staffing levels, and performance. While continued employment beyond November is not guaranteed, this role offers an excellent opportunity to make a meaningful impact while gaining experience in animal welfare and community services. This is not a typical customer service role. Every day, you'll work directly with individuals experiencing a wide range of emotions—from the joy of being reunited with a lost pet to the heartbreak of saying goodbye to a beloved companion. You will assist pet owners arriving for animal intakes, humane euthanasia appointments, pet aftercare services, lost pet concerns, and community veterinary procedures. You'll help guide pet owners through difficult decisions, connect them with resources, and ensure every interaction reflects the compassion and professionalism that define the ARL's mission. While this work can be emotionally demanding, it is also deeply meaningful. The impact you make will extend far beyond the animals in our care. You will provide comfort, guidance, and support to members of our community when they need it most. If you are someone who remains calm under pressure, approaches others with empathy, and believes exceptional customer service matters even during life's hardest moments, this may be the role for you. WHAT YOU'LL DO As a Pet Help Assistant, you'll serve as a primary point of contact for individuals seeking assistance from the ARL. In this role, you will welcome and assist pet owners arriving for animal intake appointments, community medical services, lost pet inquiries, humane euthanasia appointments, and pet aftercare services. You will guide individuals through sensitive conversations with compassion and professionalism, helping them navigate available resources and understand next steps during what may be some of the most difficult moments they face as pet owners. You will play an important role in helping reunite lost pets with their families, coordinating animal intake processes, and ensuring all documentation and records are completed accurately. Working closely with veterinary, shelter, and animal care teams, you will help create a seamless and supportive experience for both pets and the people who care for them. The position also includes coordinating pet aftercare services, maintaining accurate records, processing payments, responding to phone calls and emails, and helping maintain a clean, organized, and welcoming environment for visitors. Throughout each interaction, you will be expected to provide a high level of customer service while balancing empathy, professionalism, and attention to detail. This role regularly requires supporting individuals who may be experiencing grief, stress, frustration, or emotional distress, making emotional intelligence and professionalism essential to success. WHAT YOU'LL BRING Successful candidates are compassionate professionals who can balance empathy with composure and maintain exceptional customer service even during emotionally charged situations. A high school diploma or GED is required, and two or more years of experience in customer service, client relations, hospitality, healthcare, veterinary medicine, social services, funeral services, or another public-facing role is preferred. The ideal candidate is an excellent communicator and active listener who can remain calm, professional, and solutions-focused when supporting individuals experiencing grief, stress, frustration, or crisis. Strong attention to detail, comfort with computer systems and databases, and the ability to manage multiple priorities while maintaining accuracy are essential. Candidates should be comfortable navigating difficult conversations while upholding organizational policies and procedures and should enjoy working collaboratively as part of a team dedicated to helping both people and animals. WORKING ENVIRONMENT This position works in a fast-paced shelter environment and regularly interacts with animals, pet owners, veterinary staff, and community members. Employees should be comfortable working in situations involving animal illness, injury, humane euthanasia, and pet aftercare services. The nature of the work requires emotional resilience and the ability to maintain professionalism and compassion while supporting individuals through highly sensitive situations. Responsibilities may also include assisting with the respectful handling and coordination of pets receiving aftercare services. The role requires the ability to lift up to 50 pounds, safely handle animals, and alternate between sitting, standing, and walking throughout the day. Exposure to animal dander, noise, cleaning products, animal waste, and the risk of bites or scratches may occur. WHY WORK AT THE ARL? Every interaction in this role matters. One moment, you may help a family locate a lost pet they feared they would never see again. The next, you may provide reassurance and support to someone facing one of the most difficult decisions a pet owner can make. Through it all, you'll play a vital role in helping both animals and people feel cared for, respected, and supported. At the ARL, you'll join a team that believes compassion changes lives. This role offers a unique opportunity to make a direct impact on the well-being of animals while providing meaningful support to the people who love them. The work can be challenging, but for the right person, it is incredibly rewarding. Employment in this position is at-will, meaning that either the employee or the ARL may terminate the employment relationship at any time and for any lawful reason. In compliance with the Americans with Disabilities Act and/or applicable state regulations, the Animal Rescue League of Iowa will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations. Temporary - full-time; up to 40 hours per week

Responsibilities

Serve as the primary point of contact for pet owners seeking intake, medical services, and aftercare support. Coordinate animal intake processes and maintain accurate records while providing emotional support to clients in distress.