Veterinary Call Center Specialist - Denver, CO

Heartstrings Pet Hospice; United States; Remote; USD 19,000 - 26,000; Full time

Benefits offered by this job

Medical Insurance

Dental and Vision Insurance

Wellness Resources

Life Insurance

Disability Insurance

401(k) Retirement Plan

Paid Time Off

Paid Parental Leave

Bereavement Leave

Training & Development

Pet Insurance

Fully Remote Work Environment

Job summary

Heartstrings Pet Hospice is seeking a Remote Veterinary Call Center Specialist to join a compassionate, mission-driven team. This 100% remote role supports families during emotional moments and coordinates care with veterinarians and leadership.

The position requires handling high-volume calls, learning multiple software platforms, and maintaining punctual, reliable attendance while delivering exceptional service to pet families.

Qualifications

• Experience in high-volume call centers and customer service.
• Ability to work remotely with reliable internet.
• Comfort with learning multiple software platforms.

Responsibilities

• Guide emotionally charged conversations about euthanasia and hospice care.
• Deliver empathetic, high-quality customer service to pet families.
• Handle a high volume of inbound calls from a remote home office.
• Collect and document pet, family, and medical information accurately.
• Schedule appointments using Heartstrings’ platforms.
• Collaborate with veterinarians and leadership to support families.

Skills

High-volume calls

Customer service

Remote work

Tools

Google Workspace

Scheduling software

Zoom

Job description

Join Heartstrings Pet Hospice as a Remote Veterinary Call Center Specialist (Veterinary Care Specialist)

NOW Hiring Remote Veterinary Call Center Specialist in: Denver, Ft. Collins, Colorado Springs & Other Colorado Areas.

Make a meaningful difference - one compassionate conversation at a time.

Heartstrings Pet Hospice is seeking an experienced Call Center Representative, internally known as a Veterinary Care Specialist (VCS), to join our growing, mission-driven team. This role is 100% remote and plays a critical part in supporting families during some of the most emotional moments of their lives.

As a nationally recognized provider of in-home end-of-life care, hospice, and aftercare services, Heartstrings Pet Hospice is dedicated to ensuring every pet’s final journey is guided by Compassion, Dignity, Respect, and Empathy. Our Call Center team is often the first point of contact for families, and their calm, caring presence sets the tone for everything that follows.

If you have a heart for helping people, thrive in fast-paced call environments, and want your work to truly matter - this role may be for you.

Requirements

Essential Functions & Responsibilities

• Compassionately guide emotionally charged conversations related to:
  • In-home euthanasia
  • Hospice and palliative care
  • Quality-of-life concerns
  • Behavioral emergencies, including aggression or bite incidents
• Deliver exceptional customer service through thoughtful, empathetic interactions with pet families
• Handle a high volume of inbound calls in a remote, work-from-home environment
• Accurately collect and document pet, family, and medical information
• Schedule appointments efficiently using Heartstrings’ scheduling platforms
• Meet or exceed productivity, quality, and performance expectations
• Demonstrate reliability, accountability, and sound judgment while adhering to assigned schedules
• Collaborate with veterinarians and leadership to ensure seamless family support
• Maintain punctuality, including attendance, break times, and shift coverage
• Perform additional duties as needed to uphold the highest level of service excellence

Benefits

Requirements

• Prior experience in:
  • High-volume call centers
  • Customer service roles such as (Funeral Assistant, Veterinary Technician, Hospice) etc.
  • Funeral Assistant, Medical, Veterinary Technician, or Hospice environments (strongly preferred)
• Reliable wired Ethernet internet connection required (Satellite internet and 4G/5G hotspots are not supported) - Mandatory Internet Speed Test during Interview
• Ability to quickly learn and navigate multiple software platforms, including:
  • Google Workspace (Gmail, Calendar, Maps)
  • Scheduling and phone systems
  • Zoom and internal communication tools
• Comfortable working independently and succeed with minimal peer interaction
• Strong attention to detail, adaptability and ability to exceed expectations in a growing organization
• Dependable and punctual expected to be present and on time for every scheduled shift and meeting
• Ability to attend and complete a mandatory 2-week training program at the start of employment (Training attendance is mandatory and an essential function of this role; employment will-not begin without full participation)

Physical Job Requirements

• Ability to sit for extended periods of time
• Manual dexterity to work continuously on a computer and keyboard
• Ability to lift up to 15 pounds as needed

Schedule

• Shift Hours: 6:00PM - 2:00AM (HST)
• Schedules include evenings, weekends, and holidays
• Mandatory 2-week paid training program at the start of employment

Benefits

• Medical Insurance Plans, including a 100% employee-funded HSA option
• Dental and Vision Insurance
• Company-funded Wellness Resources (Mental, Financial, and Physical Health)
• Life Insurance (Basic, Voluntary, and AD&D)
• Short-Term and Long-Term Disability Insurance
• Retirement Plan options:
  • Traditional 401(k)
  • Roth 401(k)
• Generous Paid Time Off
• Paid Parental Leave
• Bereavement Leave
• Ongoing Training & Professional Development
• Pet Insurance
• Fully Remote Work-From-Home Environment

Compensation

• Hourly, non-exempt position
• Eligible for overtime
• Starting pay: $16.50 per hour