Call Center Representative

OverviewJoin 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.ResponsibilitiesProvide customer service by engaging in positive interactions with pet familiesAnswer a high volume of customer service calls in a work-from-home/remote environmentDemonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedulesGather and accurately document the pet's medical information and schedule appointmentsMeet all productivity, quality, and performance standardsGuide emotional conversations in a calm and peaceful mannerGo above and beyond to provide stellar service to pet families and veterinariansBe punctual and timely in meeting performance requirements, including attendance standards, break times, and deadlinesOther duties as assigned to maintain the highest standard of customer serviceRequirementsExperience in high-volume customer service or call center environmentsAbility 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 interactionsHigh attention to detail and ability to adapt to new processesAbility to be present for work on time every day for the entire shiftAttendance at mandatory 4-week intensive training program at the start of employmentPhysical RequirementsMust be able to sit for extended periods and have the manual dexterity to use a computer and keyboardAbility to lift up to 15 poundsScheduleSupport Call Center hours are 7 am to 11 pm EST, 7 days a weekSchedule includes nights, weekends, and holidaysAttend mandatory 4-week intensive training at the start of employmentBenefitsMedical, 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 insuranceRetirement plan (Traditional 401k with 3% match and Roth 401k)Generous paid time offGenerous paid parental leaveBereavement leaveTraining and professional developmentPet insuranceRemote work from homeCompensationBase pay range: $16.00 per hourThis position is hourly non-exempt and eligible for overtimeAdditional informationSeniority level: Entry levelEmployment type: Full-timeJob function: OtherIndustries: IT Services and IT ConsultingJ-18808-Ljbffr Lap of Love Veterinary Hospice