Pet End-of-Life Representative

Lap of Love; Northern (KY); Hybrid; USD 32,000 - 36,000; Full time

Benefits offered by this job

Medical Insurance Plans with 100%

Dental and Vision Insurance Plans

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

Job summary

Lap of Love is seeking an experienced Call Center Representative ( Veterinary Care Coordinator ) to join our team remotely. You will engage with pet families, gather medical information, and schedule appointments while maintaining compassionate communication in a high-volume, work-from-home setting.

The role requires a reliable wired internet connection and the ability to participate in a multi-week training program.

Qualifications

• Experience in customer service with ability to handle emotional conversations
• Ability to document medical information accurately and schedule appointments
• Must have reliable high-speed wired internet (no Wi-Fi)
• Detail-oriented with punctual attendance to training and shifts

Responsibilities

• Guide emotional conversations around end-of-life care and pet health challenges
• Provide customer service with positive interactions to pet families
• Answer high-volume calls from a remote work environment
• Document pet medical information accurately and schedule appointments
• Meet productivity, quality, and performance standards
• Attend mandatory training at employment start

Skills

Customer service

Call center experience

Remote work

Attention to detail

Punctuality

Tools

Gmail

Google Calendar

Google Maps

Five9

Zoom

Job description

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
• Experience working in high call volume, customer service, or call center environments
• 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)
• 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 multi‑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 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 24 hours a day, 7 days a week, 365 days a year
• Schedule includes nights/weekends/holidays
• Must attend mandatory multi‑week intensive training program at the beginning of employment

• 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