Lap of Love Veterinary Hospice is hiring a Call Center Representative, internally known as a Veterinary Care Coordinator. This fully remote role is dedicated to providing compassionate customer service and guiding emotional conversations with pet families seeking in-home end-of-life care. You will be the first point of contact, handling a high volume of calls to schedule appointments and document medical information with empathy and precision.
What You'll Do
- Guide emotional conversations in a calm and peaceful manner regarding end-of-life care, quality-of-life care, and pets with behavioral challenges.
- Provide customer service by engaging in positive interactions with pet families.
- Answer a high volume of customer service calls in a remote work environment.
- Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules.
- Gather and accurately document pet medical information and schedule appointments effectively.
- Meet all productivity, quality, and performance standards.
- Go above and beyond to provide stellar customer service to pet families and veterinarians.
- Be punctual and timely in meeting all requirements of performance, including attendance and deadlines.
What We're Looking For
- Experience working in high call volume, customer service, or call center environments.
- A wired Ethernet connection is required (satellite internet and 4G/5G hotspots are not supported).
- Ability to quickly learn custom software and other programs.
- Previous experience in a work-from-home environment or working with minimal peer interactions.
- High attention to detail and ability to adapt to new processes.
- Expected to be present for work, on time, every day for the entire duration of their shift.
- Must attend a mandatory 4-week intensive training program at the beginning of employment.
Technical Stack
- Gmail
- Google Calendar
- Google Maps
- Five9
- Zoom
Team & Environment
You will be part of a diverse and dynamic team dedicated to compassionate end-of-life care for pets and genuine concern for the emotional well-being of people.
Benefits & Compensation
- Medical Insurance Plans with 100% employee funded HSA option available.
- Dental and Vision Insurance Plans.
- Company Funded Wellness Resources (Mental, Financial, and Physical).
- Life Insurance (Basic, Voluntary, and AD&D).
- Long Term and Short Term Disability Insurance.
- Retirement Plan (Traditional 401k with 3% match & Roth 401k).
- Generous Paid Time Off.
- Generous Paid Parental Leave.
- Bereavement Leave.
- Training & Development.
- Pet Insurance.
- Remote Work From Home.
Work Mode
This is a fully remote position.
Lap of Love Veterinary Hospice is an equal opportunity employer.
