Call Center Representative

Position Overview

Join Lap of Love as a Call Center Representative (Veterinary Care Coordinator). Lap of Love is a nationally recognized leader in in-home, end-of-life care, helping thousands of pets and pet families every month say goodbye with peace and dignity. In this fully remote role, you’ll provide compassionate customer service and guide emotional conversations with pet families.

Location: Fully Remote

Schedule: Support Call Center hours are 7 am to 11 pm EST, 7 days a week, 365 days a year. Schedule includes nights, weekends, and holidays. Must attend a mandatory 4-week intensive training program at the beginning of employment.

Compensation: Hourly non-exempt, eligible for overtime. Hourly pay starts at $16.00 per hour.

Key Responsibilities

• Guide emotional conversations in a calm and peaceful manner, including discussions on end-of-life care, quality-of-life care, and handling 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 work-from-home/remote environment.
• Demonstrate dependability, flexibility, and sound judgment by adhering to schedules.
• Gather and accurately document pet medical information and schedule appointments efficiently.
• Meet all productivity, quality, and performance standards.
• Provide stellar customer service to pet families and veterinarians.
• Maintain punctuality and adhere to all performance requirements, including scheduled break times and work deadlines.
• Perform other duties as assigned to ensure the highest standard of customer service.

Required Qualifications

• 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 programs such as Gmail, Google Calendar, Google Maps, Five9, and Zoom.
• Previous experience in a work-from-home environment or working with minimal peer interactions.
• High attention to detail and the ability to adapt to new processes.
• Must be consistently punctual and present for work every day of the shift.
• Ability to sit for extended periods and possess the manual dexterity to work on a computer and keyboard.
• Ability to lift up to 15 pounds.
• Must attend a mandatory 4-week intensive training program at the beginning of employment.

Benefits & Perks

• 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