Call Center Representative

Description

Join Lap of Love as a Call Center Representative (Veterinary Care Coordinator) and Love What You Do! Lap of Love is a nationally recognized leader of in‑home end‑of‑life care. The role is remote and requires exceptional customer service skills and a compassionate mindset.

• Guide emotional conversations in a calm and peaceful manner, including end‑of‑life care, quality‑of‑life discussions, and 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 remote work‑from‑home environment.
• Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules.
• Gather and accurately document the pet’s medical information and schedule appointments efficiently.
• Meet all productivity, quality, and performance standards.
• Go above and beyond to provide stellar customer service to pet families and veterinarians.
• Maintain punctuality and timely attendance for all work hours, including breaks and deadlines.
• Other duties may be assigned to ensure the highest standard of customer service.
• Attend mandatory four‑week intensive training program at the beginning of employment.

• Experience working in high call volume, customer‑service, or call‑center environments.
• Wired Ethernet connection is required (satellite internet and 4G/5G hotspots not supported).
• Ability to quickly learn custom software and programs such as 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.
• Physical ability to sit for extended periods and use a computer keyboard; lift up to 15 lbs.

• Must be able to sit for extended periods of time and possess manual dexterity to work on a computer and keyboard.
• Ability to lift up to 15 pounds.

• Support Call Center hours: 7 am – 11 pm EST, 7 days a week, 365 days a year; includes nights, weekends, and holidays.
• Schedule may include nights, weekends, and holidays.

• Medical Insurance Plans with 100% employee‑funded HSA option.
• 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 401(k) with 3% match and Roth 401(k).
• Generous paid time off.
• Generous paid parental leave.
• Bereavement leave.
• Training & Development.
• Pet insurance.
• Remote work from home.

• Hourly, non‑exempt position eligible for overtime.
• Hourly pay starts at $16.00 per hour.