Heartstrings Pet Hospice is looking for a Call Center Specialist to provide compassionate support for families navigating emotional moments related to pet end-of-life care. As a remote Veterinary Care Specialist, you will guide conversations and manage logistics from a work-from-home environment.
What You'll Do
- Compassionately guide emotionally charged conversations related to in-home euthanasia, hospice care, and behavioral emergencies.
- Deliver exceptional customer service through thoughtful, empathetic interactions.
- Handle a high volume of inbound calls in a fully remote setting.
- Accurately collect and document pet, family, and medical information.
- Schedule appointments efficiently using Heartstrings’ scheduling platforms.
- Meet or exceed productivity, quality, and performance expectations.
- Demonstrate reliability, accountability, and sound judgment while adhering to assigned schedules.
- Collaborate with veterinarians and leadership to ensure seamless family support.
- Maintain strict punctuality for attendance, break times, and shift coverage.
- Perform additional duties as needed to uphold the highest level of service excellence.
What We're Looking For
- Prior experience in high-volume call centers.
- A reliable wired Ethernet internet connection (satellite and hotspots are not supported).
- Ability to quickly learn and navigate multiple software platforms, including scheduling systems and Google Workspace.
- Comfortable working independently and succeeding with minimal peer interaction.
- Strong attention to detail, adaptability, and ability to exceed expectations in a growing organization.
- Dependable and punctual, expected to be present and on time for every scheduled shift.
- Ability to attend and complete a mandatory 2-week training program at the start of employment.
- Ability to sit for extended periods.
- Manual dexterity to work continuously on a computer and keyboard.
- Ability to lift up to 15 pounds as needed.
Nice to Have
- Prior experience in customer service roles such as Funeral Assistant, Veterinary Technician, or Hospice environments.
Technical Stack
- Google Workspace (Gmail, Calendar, Maps)
- Scheduling and phone systems
- Zoom
- Internal communication tools
Team & Environment
You will be part of a Call Center team, collaborating closely with veterinarians and leadership to support families. Our culture is mission-driven and dedicated to Compassion, Dignity, Respect, and Empathy.
Benefits & Compensation
- Medical Insurance Plans, including a 100% employee-funded HSA option
- Dental and Vision Insurance
- Company-funded Wellness Resources (Mental, Financial, and Physical Health)
- Life Insurance (Basic, Voluntary, and AD&D)
- Short-Term and Long-Term Disability Insurance
- Retirement Plan options: Traditional 401(k) with 3% company match, Roth 401(k)
- Generous Paid Time Off
- Paid Parental Leave
- Bereavement Leave
- Ongoing Training & Professional Development
- Pet Insurance
- Fully Remote Work-From-Home Environment
Work Mode
This is a fully remote, global position.
Heartstrings Pet Hospice is an equal opportunity employer.
