Call Center Representative

Overview Join Lap of Love as a Call Center Representative (internally known as Veterinary Care Coordinator). This remote, home-based role provides compassionate customer service to pet families seeking Lap of Love's end-of-life care services. Lap of Love is a national leader in in-home end-of-life care for pets, helping thousands of pets and families each month. A natural love for animals and a concern for the emotional well-being of people guide our team in delivering compassionate care. Responsibilities Provide customer service by engaging in positive interactions with pet families Answer a high volume of customer service calls in a work-from-home/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 Meet all productivity, quality, and performance standards Guide emotional conversations in a calm and peaceful manner Go above and beyond to provide stellar service to pet families and veterinarians Be punctual and timely in meeting performance requirements, including attendance standards, break times, and deadlines Other duties as assigned to maintain the highest standard of customer service Requirements Experience in high-volume customer service or call center environments Ability to quickly learn custom software and programs (e.g., Gmail, Google Calendar, Google Maps, Five9, Zoom) Previous experience in a work-from-home environment or with minimal peer interactions High attention to detail and ability to adapt to new processes Ability to be present for work on time every day for the entire shift Attendance at mandatory 4-week intensive training program at the start of employment Physical Requirements Must be able to sit for extended periods and have the manual dexterity to use a computer and keyboard Ability to lift up to 15 pounds Schedule Support Call Center hours are 7 am to 11 pm EST, 7 days a week Schedule includes nights, weekends, and holidays Attend mandatory 4-week intensive training at the start of employment Benefits Medical, dental, and vision insurance plans (employee-funded HSA option available) Company-funded wellness resources (mental, financial, physical) Life insurance (basic, voluntary, and AD&D) Long-term and short-term disability insurance Retirement plan (Traditional 401k with 3% match and Roth 401k) Generous paid time off Generous paid parental leave Bereavement leave Training and professional development Pet insurance Remote work from home Compensation Base pay range: $16.00 per hour This position is hourly non-exempt and eligible for overtime Additional information Seniority level: Entry level Employment type: Full-time Job function: Other Industries: IT Services and IT Consulting #J-18808-Ljbffr