Call Center Representative

Essential Functions & Responsibilities

• Guide emotional conversations in a calm and peaceful manner including but not limited to end-of-life care, quality-of-life care, and pets experiencing behavioral challenges such as aggression or bite incidents
• 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 in an effective manner
• Maintain productivity, quality, and performance standards
• Go above and beyond to provide stellar customer service to pet families and our veterinarians
• Be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards, scheduled break times and work deadlines
• Other duties may be assigned to the employee to ensure the highest standard of customer service

Requirements

• Experience working in high call volume, customer service, or call center environments
• A hard-wired Ethernet connection is required. Satellite internet and 4G/5G hotspots are not supported
• Ability to quickly learn custom software and other programs, such as Gmail, Google Calendar, Google Maps, Five9, Zoom
• 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
• Attend mandatory multi-week intensive training program at the beginning of employment

Physical Job Requirements

• Must be able to sit for extended periods of time, must have the manual dexterity to work on a computer and keyboard
• Ability to lift up to 15 pounds

Schedule

• Support Call Center hours are 24 hours a day, 7 days a week, 365 days a year
• Schedule includes nights/weekends/holidays

Benefits

• 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
• Retail Plan (Traditional 401k with 3% match & Roth 401k)
• Generous Paid Time Off
• Generous Paid Parental Leave
• Bereavement Leave

Compensation

• This position is hourly non-exempt and is eligible for overtime
• Hourly pay is $16.00 per hour