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