Veterinary Care Coordinator (End-of-Life Focus)

About the role

Join Lap of Love as a fully remote Call Center Representative (Veterinary Care Coordinator) and become part of a diverse, dynamic team that provides compassionate conversations and customer service to pet families seeking in-home, end-of-life care. As a nationally recognized leader, Lap of Love helps thousands of pets and families every month say goodbye with peace and dignity. Team members share a natural love for animals and a genuine concern for the emotional well-being of people.

Responsibilities

• Guide emotional conversations in a calm and peaceful manner, including end-of-life care, quality-of-life care, and pets experiencing behavioral challenges such as aggression or bite incidents
• Provide customer service through positive interactions with pet families
• Answer a high volume of customer service calls in a remote environment
• Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules
• Gather and accurately document pet medical information and schedule appointments effectively
• Meet all productivity, quality, and performance standards
• Go above and beyond to provide stellar customer service to pet families and veterinarians
• Be punctual and timely in meeting all performance requirements, including attendance, scheduled breaks, and work deadlines
• Perform other duties as assigned to ensure the highest standard of customer service

Requirements

• Experience working in high call volume, customer service, or call center environments
• Hard-wired Ethernet connection (satellite internet and 4G/5G hotspots are not supported)
• Ability to quickly learn custom software and other programs (e.g., 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
• Expected to be present for work, on time, every day for the entire duration of their shift
• Must attend a mandatory multi-week intensive training program at the beginning of employment (attendance is an essential function of the role)

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 24/7, 365 days a year
• Schedule includes 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
• 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

Pay

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