Call Center Representative

Summary

Join Lap of Love as a Call Center Representative (Veterinary Care Coordinator) and enjoy working from home! You'll provide compassionate customer service to pet families seeking end-of-life care. This role requires excellent communication skills and the ability to handle a high call volume. You will need experience in customer service and call centers, proficiency with various software programs, and a high attention to detail. A mandatory four-week intensive training program is required. Lap of Love offers competitive benefits, including health, dental, and vision insurance, retirement plan, paid time off, and more.

Requirements

• Experience working in high call volume, customer service, or call center environments
• Ability to quickly learn custom software and other programs, such as Gmail, Google Calendar, Google Maps, Five9, Zoom
• 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
• Attend mandatory 4-week intensive training program at the beginning of employment. Attendance at the training program is an essential function of the Call Center Representative position. If you are offered a Call Center Representative position and are not able to attend all or any part of the training program, your employment with Lap of Love will not commence until you are available to complete the entire program in a continuous four-week period
• Physical demands of position: 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

Responsibilities

• 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
• Meet all productivity, quality, and performance standards
• Guide emotional conversations in a calm and peaceful manner
• Go above and beyond to provide stellar customer service to pet families and our veterinarians
• Must 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
• Attend mandatory 4-week intensive training program at the beginning of employment

Preferred Qualifications

Previous experience in a work-from-home environment or working with minimal peer interactions

Benefits

• Medical Insurance Plans with 100% employee paid 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