Job Description

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:

• 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

Requirements:

• Experience working in high call volume, customer service, or call center environments
• A wired Ethernet connection is required. Satellite internet and 4G/5G hotspots are not supported.
• 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 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.

Physical Job Requirements:

• 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 EST, 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:

• 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

Compensation:

• This position is hourly non-exempt and is eligible for overtime
• Hourly pay starts at $16.00 per hour

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