Call Center Representative

Lap of Love Veterinary Hospice; Houston (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a leading company in pet care as a Call Center Representative. This remote role requires excellent customer service skills to assist pet families during emotional times. Responsibilities include handling calls, documenting information, and providing stellar service. Enjoy benefits like medical insurance, paid time off, and a 401k plan.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Retirement Plan

Generous Paid Time Off

Parental Leave

Bereavement Leave

Pet Insurance

Qualifications

• Experience in high call volume customer service or call centers.
• Mandatory 4-week training at the start of employment.

Responsibilities

• Provide customer service through positive interactions with pet families.
• Handle a high volume of customer service calls in a remote environment.

Skills

Customer Service

Attention to Detail

Adaptability

Tools

Gmail

Google Calendar

Google Maps

Five9

Zoom

Job description

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

Lap of Love is seeking an experienced Call Center Representative, internally known as a Veterinary Care Coordinator, with excellent customer service skills to join our expanding team. This remote role involves providing compassionate conversations and customer service to pet families seeking our services. As a leader in in-home, end-of-life care, Lap of Love helps thousands of pets and their families each month say goodbye with dignity and peace. Our team members not only love animals but also genuinely care about the emotional well-being of people, enabling us to deliver compassionate end-of-life care.

Essential Functions & Responsibilities:

1. Provide customer service through positive interactions with pet families.
2. Handle a high volume of customer service calls in a remote environment.
3. Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules.
4. Gather and accurately document pet medical information and schedule appointments efficiently.
5. Meet productivity, quality, and performance standards.
6. Manage emotional conversations calmly and peacefully.
7. Exceed expectations to deliver stellar customer service to pet families and veterinarians.
8. Be punctual and meet all performance requirements, including attendance and deadlines.
9. Perform other duties as assigned to ensure high customer service standards.

Requirements

1. Experience in high call volume customer service or call centers.
2. Ability to quickly learn custom software and programs like Gmail, Google Calendar, Google Maps, Five9, Zoom.
3. Previous experience working remotely or with minimal peer interaction.
4. High attention to detail and adaptability to new processes.
5. Must be present, on time, every day for the entire shift.
6. Attend a mandatory 4-week training program at the start of employment. Attendance is essential; employment begins only after completing the full training.

Physical Job Requirements:

1. Ability to sit for extended periods and work on a computer with manual dexterity.
2. Ability to lift up to 15 pounds.

Schedule

1. Support hours are from 7 am to 11 pm EST, 7 days a week, year-round.
2. Includes nights, weekends, and holidays.
3. Mandatory 4-week training at the start of employment.

Benefits

1. Medical, dental, and vision insurance plans.
2. Company-funded wellness resources (mental, financial, physical).
3. Life insurance (basic, voluntary, AD&D).
4. Disability insurance (long-term and short-term).
5. Retirement plan with 3% match (Traditional and Roth 401k).
6. Generous paid time off and parental leave.
7. Bereavement leave, training, development, and pet insurance.
8. Remote work from home opportunity.

Compensation

1. Hourly non-exempt position eligible for overtime.
2. Starting pay at $16.00 per hour.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: IT Services and IT Consulting