Call Center Representative

About the role

Lap of Love is seeking an experienced Call Center Representative, known internally as a Veterinary Care Coordinator, to join their fully remote team. This role involves providing compassionate customer service to pet families and veterinarians.

Responsibilities

• Guide emotional conversations in a calm and peaceful manner, including end-of-life care, quality-of-life care, and handling pets with behavioral issues.
• Engage in positive interactions with pet families through high-volume customer service calls.
• Adhere to schedules, demonstrate dependability, flexibility, and ownership, and make sound judgments.
• Gather and document pet medical information, schedule appointments effectively, and meet productivity, quality, and performance standards.
• Provide exceptional customer service and go above and beyond to support pet families and veterinarians.
• Be punctual and timely in meeting all performance requirements, including attendance standards, scheduled breaks, and work deadlines.
• Perform other duties as assigned to maintain the highest standard of customer service.

Requirements

• Experience in high call volume, customer service, or call center environments.
• Able to quickly learn custom software and programs like Gmail, Google Calendar, Google Maps, Five9, and Zoom.
• Previous experience in a work-from-home setting or minimal peer interactions.
• A high attention to detail and ability to adapt to new processes.
• Available to attend a mandatory multi-week intensive training program at the beginning of employment.

Physical Job Requirements

• Must be able to sit for extended periods and have manual dexterity for computer and keyboard use.
• Ability to lift up to 15 pounds.

Schedule

Call Center hours are 24/7, 365 days a year, including nights, weekends, and holidays.

Benefits

• Medical Insurance Plans with 100% employee-funded HSA option.
• 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.
• Roth 401k with a 3% match.
• Generous paid time off and parental leave.
• Pet insurance.

Compensation

This position is hourly non-exempt and eligible for overtime. The hourly pay rate is $16.00.