[Hiring] Pet End-of-Life Representative @Lap of Love

Role Description

Join Lap of Love as a Call Center Representative, referred to internally as a Veterinary Care Coordinator. This position is FULLY REMOTE and involves providing compassionate conversations and customer service to pet families seeking our services.

• Guide emotional conversations in a calm and peaceful manner, including but not limited to end-of-life care, quality-of-life care, and pets experiencing behavioral challenges.
• Provide customer service by engaging in 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 the pet’s 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 standards and scheduled break times.
• Other duties may be assigned to ensure the highest standard of customer service.

Qualifications

• 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.

Requirements

• A hard-wired Ethernet connection is required. ISP must be a subscription to a reliable, high-speed, hard-wired internet service (via an ethernet cord) using DSL, fiber optic, or cable. (No Wi-Fi, Hotspots, Wi-Fi Boosters, Wi-Fi Extenders, Satellite, etc.)
• Expected to be present for work, on time, every day for the entire duration of their shift.
• Attend mandatory multi-week intensive training program at the beginning of employment. Attendance at the training program is essential.
• Physical demands of position: Must be able to sit for extended periods of time and have the manual dexterity to work on a computer and keyboard.
• Ability to lift up to 15 pounds.

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.

Compensation

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