Call Center Representative (Pet End-of-Life Focus)

Join Lap of Love as a remote Call Center Representative (Veterinary Care Coordinator) and provide compassionate customer service to pet families seeking end-of-life care. As a nationally recognized leader in in-home pet euthanasia, Lap of Love supports thousands of pets and families monthly with peace and dignity.

About the role

You’ll handle emotional conversations about end-of-life care, quality-of-life concerns, and behavioral challenges while delivering exceptional customer service in a high-volume, remote call center environment. Dependability, flexibility, and sound judgment are essential.

Responsibilities

• Guide emotional conversations in a calm, peaceful manner regarding end-of-life care, quality-of-life concerns, and behavioral challenges (e.g., aggression or bite incidents)
• Engage in positive interactions with pet families and provide high-quality customer service
• Answer a high volume of calls in a remote, work-from-home environment
• Demonstrate dependability, flexibility, and ownership by adhering to schedules and work deadlines
• Gather and accurately document pet medical information and schedule appointments efficiently
• Meet productivity, quality, and performance standards
• Go above and beyond to provide stellar service to pet families and veterinarians
• Be punctual and meet all attendance, break time, and work deadline requirements
• Perform additional duties as assigned to maintain high customer service standards

Requirements

• Experience in high call volume, customer service, or call center environments
• Hard-wired Ethernet connection (satellite internet and 4G/5G hotspots not supported)
• Ability to quickly learn custom software (e.g., Gmail, Google Calendar, Google Maps, Five9, Zoom)
• Previous experience in a work-from-home environment or with minimal peer interactions
• High attention to detail and adaptability to new processes
• Reliable attendance, including punctuality for the entire duration of scheduled shifts
• Completion of a mandatory multi-week intensive training program at the start of employment (attendance is an essential function of the role)

Physical Requirements

• Ability to sit for extended periods and use a computer/keyboard
• Capability to lift up to 15 pounds

Schedule

• Support call center hours: 24/7, including nights, weekends, and holidays
• Must attend a mandatory multi-week intensive training program at the beginning of employment

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
• Retirement plan (traditional 401k with 3% match and Roth 401k)
• Generous paid time off
• Generous paid parental leave
• Bereavement leave
• Training and development opportunities
• Pet insurance
• Remote work-from-home setup

Pay

Hourly, non-exempt position eligible for overtime. Pay rate: $16.00 per hour.