Call Center Representative

Lap of Love Veterinary Hospice; Dayton (OH); Remote; USD 18,184 - 25,898; Full time

Benefits offered by this job

Medical Insurance Plans

Dental and Vision Insurance

Generous Paid Time Off

Pet Insurance

Job summary

A pet care services company is seeking a fully remote Call Center Representative to provide exceptional customer service to pet families. The role requires strong communication skills and the ability to handle emotional conversations with pet owners. Responsibilities include managing high volumes of calls, documenting information, and ensuring a positive experience for clients. This position offers a starting hourly pay of $16.00 and provides comprehensive medical and wellness benefits, remote work flexibility, and the opportunity for overtime.

Qualifications

• Experience in high call volume, customer service, or call center environments.
• Ability to quickly learn custom software and other programs.
• Must be present for work, on time, every day.

Responsibilities

• Guide emotional conversations in a calm manner.
• Answer a high volume of customer service calls.
• Gather and document pet's medical information.

Skills

Customer service skills

Attention to detail

Adaptability

Tools

Gmail

Google Calendar

Five9

Zoom

Job description

Join Lap of Love as a Call Center Representative and Love What You Do!

Lap of Love is looking for an experienced Call Center Representative, referred to internally as a Veterinary Care Coordinator, with amazing customer service skills to join our growing team. As a Veterinary Care Coordinator, this position is FULLY REMOTE and you'll become part of a diverse and dynamic team that provides compassionate conversations and customer service to pet families seeking our services. As a nationally recognized leader of in‑home, end‑of‑life care, Lap of Love helps thousands of pets and pet families every month say goodbye with peace and dignity. Beyond a natural love for caring for animals, our team members have a genuine concern for the emotional well‑being of people, which helps us provide such compassionate end‑of‑life care.

Essential Functions & Responsibilities

• 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 such as aggression or bite incidents
• 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
• 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

Requirements

• Experience working in high call volume, customer service, or call center environments
• A wired Ethernet connection is required. Satellite internet and 4G/5G hotspots are not supported
• 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. 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 Job Requirements

• 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

Schedule

• Support Call Center hours are 7 am to 11 pm EST, 7 days a week, 365 days a year
• Schedule includes nights/weekends/holidays
• Must attend mandatory 4‑week intensive training program at the beginning of employment

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 starts at $16.00 per hour