Call Center Representative

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

Benefits offered by this job

Medical, dental, and vision insurance plans

Company-funded wellness resources

Generous paid time off

Pet insurance

Job summary

A leading veterinary care provider is seeking a Call Center Representative to offer compassionate customer service to pet families. This remote role requires handling customer calls with care and attention while documenting pet information. Ideal candidates should have experience in high-volume customer service, adaptability, and a strong attention to detail. This position offers a base pay of $16.00 per hour along with various benefits.

Qualifications

• Experience in high-volume customer service or call center environments.
• Ability to quickly learn custom software and programs.
• Attendance at mandatory 4-week intensive training program at the start of employment.

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.
• Guide emotional conversations in a calm and peaceful manner.
• Meet all productivity, quality, and performance standards.

Skills

High-volume customer service experience

Adaptability to new processes

Attention to detail

Tools

Gmail

Google Calendar

Google Maps

Five9

Zoom

Job description

Overview

Join Lap of Love as a Call Center Representative (internally known as Veterinary Care Coordinator). This remote, home-based role provides compassionate customer service to pet families seeking Lap of Love's end-of-life care services. Lap of Love is a national leader in in-home end-of-life care for pets, helping thousands of pets and families each month. A natural love for animals and a concern for the emotional well-being of people guide our team in delivering compassionate care.

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
• Meet all productivity, quality, and performance standards
• Guide emotional conversations in a calm and peaceful manner
• Go above and beyond to provide stellar service to pet families and veterinarians
• Be punctual and timely in meeting performance requirements, including attendance standards, break times, and deadlines
• Other duties as assigned to maintain the highest standard of customer service

Requirements

• Experience in high-volume customer service or call center environments
• Ability to quickly learn custom software and programs (e.g., Gmail, Google Calendar, Google Maps, Five9, Zoom)
• Previous experience in a work-from-home environment or with minimal peer interactions
• High attention to detail and ability to adapt to new processes
• Ability to be present for work on time every day for the entire shift
• Attendance at mandatory 4-week intensive training program at the start of employment

Physical Requirements

• Must be able to sit for extended periods and have the manual dexterity to use 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
• Schedule includes nights, weekends, and holidays
• Attend mandatory 4-week intensive training at the start of employment

Benefits

• Medical, dental, and vision insurance plans (employee-funded HSA option available)
• Company-funded wellness resources (mental, financial, physical)
• Life insurance (basic, voluntary, and AD&D)
• Long-term and short-term disability insurance
• Retirement plan (Traditional 401k with 3% match and Roth 401k)
• Generous paid time off
• Generous paid parental leave
• Bereavement leave
• Training and professional development
• Pet insurance
• Remote work from home

Compensation

• Base pay range: $16.00 per hour
• This position is hourly non-exempt and eligible for overtime

Additional information

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