Pet End of Life Care Representative

About Lap of Love: Lap of Love is a nationally recognized leader of in-home, veterinary end-of-life care, helping thousands of pets and pet families every month say goodbye with peace, comfort, and ultimate dignity. We are dedicated to providing compassionate customer support during critical moments, prioritizing both the emotional well-being of pet owners and high-standard veterinary coordination.

Role Summary

We are seeking a fully remote Veterinary Care Coordinator (Call Center Representative). In this position, you will serve as a compassionate voice for pet families seeking out our services. You will guide highly emotional conversations, accurately capture clinical pet medical profiles, and coordinate dynamic scheduling blocks for our field veterinarians within a fast-paced, high-volume call center environment.

Key Responsibilities

• Compassionate Support: Guide sensitive, emotionally charged interactions in a calm, empathetic manner, answering questions regarding end-of-life care, quality-of-life tracking, and behavioral crises.
• High-Volume Inbound Operations: Answer a heavy volume of inbound customer service queues in a dedicated, distraction-free work-from-home layout.
• Medical Data Intake: Gather, organize, and document highly specific pet health histories and accurately deploy calendar bookings for field teams.
• Performance Excellence: Adhere strictly to complex schedules, breaks, and timelines, meeting high quantitative productivity and call-quality metrics.

Required Skills & Qualifications

• Proven professional experience working inside a high call-volume environment, modern call center, or rapid customer service workspace.
• Technical Infrastructure: Must possess a hard-wired Ethernet internet configuration (Satellite internet and 4G/5G mobile hotspots are strictly unsupported).
• Ability to quickly master specialized scheduling platforms alongside standard utilities like Gmail, Google Calendar, Google Maps, Five9, and Zoom.
• High attention to detail with the capability to work productively with minimal peer interaction.
• Availability: Full availability to support a 24/7/365 operational call routing architecture, including shifts spanning nights, weekends, and calendar holidays.
• Must attend a mandatory, multi-week intensive online training program at the start of employment blocks.

Physical Requirements

• Capacity to remain seated for extended processing intervals and utilize custom computer keyboards smoothly.
• Ability to lift up to 15 pounds.

Benefits & Perks

• Hourly Compensation: $16.00 per hour (Eligible for overtime pay structures).
• Comprehensive Medical, Dental, and Vision insurance plans + 100% employee-funded HSA options.
• Company-funded mental, physical, and financial wellness resources.
• Retirement planning access through a traditional 401(k) with a 3% match & Roth 401(k) paths.
• Generous Paid Time Off (PTO), Parental Leave, and dedicated Bereavement Leave setups.
• Specialized Pet Insurance benefits.
• 100% remote work-from-home flexibility anywhere inside the United States.