Call Center Representative

Summary

Join Lap of Love as a Call Center Representative, also known as a Veterinary Care Coordinator, and contribute to a compassionate team providing end-of-life care for pets. Working remotely, you will handle a high volume of calls, providing exceptional customer service to pet families. Key responsibilities include gathering and documenting pet medical information, scheduling appointments, and guiding emotional conversations with sensitivity. The role demands strong customer service skills, adaptability, and the ability to learn new software. A four-week intensive training program is mandatory. Lap of Love offers a comprehensive benefits package.

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
• 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
• Attend mandatory 4-week intensive training program at the beginning of employment
• 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

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
• 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