Call Center Representative

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 working from home, 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:

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

Guide emotional conversations in a calm and peaceful manner

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

Ability to quickly learn custom software and other programs, such as Gmail, Google Calendar, Google Maps, GoToConnect, Slack, and NICEInContact

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, 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

100% Company Funded Health Insurance

100% Company Funded Comprehensive Mental Health Support through Modern Health

100% Company Funded Gym Memberships, Classes, and Programming through Peerfit

Dental, Vision, Life Insurance, Long Term and Short Term Disability

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 $15.00 per hour

Previous call center experience and bilingual background could increase the hourly rate up to $2.00 per hour