Call Center Representative (Veterinary Care Coordinator) - Fully Remote

Lap of Love is looking for an experienced Call Center Representative, referred to internally as a Veterinary Care Coordinator, with amazing customer service skills to join our growing team. As a FULLY REMOTE position, you’ll become part of a diverse and dynamic team that provides compassionate conversations and customer service to pet families seeking our services. Lap of Love helps thousands of pets and pet families every month say goodbye with peace and dignity.

Beyond a natural love for caring for animals, our team members have a genuine concern for the emotional well-being of people, which helps us provide such compassionate end-of-life care.

Essential Functions & Responsibilities:

• Guide emotional conversations in a calm and peaceful manner, including but not limited to end-of-life care, quality-of-life care, and pets experiencing behavioral challenges such as aggression or bite incidents.
• Provide customer service by engaging in positive interactions with pet families
• Answer a high volume of customer service calls in a remote environment
• Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules
• Gather and accurately document the pet’s medical information and schedule appointments effectively
• Meet all productivity, quality, and performance standards
• Go above and beyond to provide stellar customer service to pet families and our veterinarians
• Must be punctual and timely in meeting all requirements of performance, including attendance standards, scheduled break times, and work deadlines
• Other duties may be assigned to ensure the highest standard of customer service

Requirements

• Experience working in high call volume, customer service, or call center environments
• A hard-wired Ethernet connection is required. ISP must be a subscription to a reliable, high-speed, hard-wired internet service (via an ethernet cord) using DSL, fiber optic, or cable. (No Wi-Fi, Hotspots, WiFi Boosters, WiFi Extenders, Satellite)
• Ability to quickly learn custom software and other programs, such as Gmail, Google Calendar, Google Maps, Five9, Zoom
• Previous experience in a work-from-home environment or working with minimal peer interactions
• High attention to detail and ability to adapt to new processes
• Expected to be present for work, on time, every day for the entire duration of their shift
• Attend a mandatory multi-week intensive training program at the beginning of employment. Attendance at the training program is an essential function of the position.

Physical Job Requirements:

• Must be able to sit for extended periods of time and have the manual dexterity to work on a computer and keyboard.
• Ability to lift up to 15 pounds

Schedule

• Support Call Center hours are 24 hours a day, 7 days a week, 365 days a year
• Schedule includes nights, weekends, and holidays
• Must attend mandatory multi-week intensive training program at the beginning of employment

Benefits

• Medical Insurance Plans with 100% employee-funded HSA option available
• Dental and Vision Insurance Plans
• Company Funded Wellness Resources (Mental, Financial, and Physical)
• Life Insurance (Basic, Voluntary, and AD&D)
• Long Term and Short Term Disability Insurance
• Retirement Plan (Traditional 401k with 3% match & Roth 401k)
• Generous Paid Time Off
• Generous Paid Parental Leave
• Bereavement Leave
• Training & Development
• Pet Insurance
• Remote Work From Home

Compensation

• This position is hourly non-exempt and eligible for overtime
• Hourly pay is $16.00 per hour