Call Center Representative (Veterinary Care Coordinator) - Fully Remote

Lap of Love is seeking an experienced Call Center Representative, also known internally as a Veterinary Care Coordinator, with exceptional customer service skills to join their remote team. This role involves providing compassionate conversations and support to pet families seeking end-of-life care services. Lap of Love is a nationally recognized leader in in-home, end-of-life pet care, assisting thousands of pets and their families monthly with dignity and peace.

The role requires a genuine concern for the emotional well-being of pet owners, ensuring compassionate end-of-life care.

Essential Functions & Responsibilities:

• Guide emotional conversations with pet families regarding end-of-life care, quality-of-life decisions, and behavioral challenges like aggression or bite incidents.
• Engage in positive customer service interactions with pet families.
• Handle a high volume of customer service calls in a remote environment.
• Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules.
• Accurately gather and document pet medical information and schedule appointments efficiently.
• Meet productivity, quality, and performance standards.
• Provide outstanding customer service to pet families and veterinarians.
• Ensure punctuality and timeliness in meeting performance requirements, including attendance, scheduled breaks, and work deadlines.
• Perform additional duties to maintain the highest customer service standards.

Requirements:

• Experience in high call-volume, customer service, or call center environments.
• A hard-wired Ethernet connection is required, with a reliable, high-speed internet service (DSL, fiber optic, or cable). No Wi-Fi, hotspots, or extenders allowed.
• Ability to quickly learn custom software and tools like Gmail, Google Calendar, Google Maps, Five9, and Zoom.
• Experience working remotely or in low-interaction environments.
• High attention to detail and adaptability to new processes.
• Commitment to being on-time and present for the entire shift duration.
• Completion of a mandatory multi-week intensive training program at the beginning of employment. Failure to attend the full training may result in delayed employment.

Physical Job Requirements:

• Must be able to sit for extended periods and possess manual dexterity for computer and keyboard use.
• Ability to lift up to 15 pounds.

Schedule:

• Call center support operates 24/7, including nights, weekends, and holidays.
• Mandatory attendance for the initial multi-week training program.

Benefits:

• Medical insurance plans with a 100% employee-funded HSA option.
• Dental and vision insurance plans.
• Company-funded wellness resources (mental, financial, and physical).
• Life insurance (basic, voluntary, and accidental death & dismemberment).
• Long-term and short-term disability insurance.
• Retirement plan (traditional 401k with 3% match and Roth 401k).
• Generous paid time off and parental leave.
• Bereavement leave.
• Training and development opportunities.
• Pet insurance.
• Remote work from home.