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 familiesAnswer a high volume of customer service calls in a work from home/ remote environmentDemonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedulesGather and accurately document the pet’s medical information and schedule appointments in an effective mannerMeet all productivity, quality, and performance standardsGo 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 deadlinesOther 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 environmentsA 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, ZoomPrevious experience in a work-from-home environment or working with minimal peer interactionsHigh attention to detail and ability to adapt to new processesExpected 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 ScheduleSupport Call Center hours are 7 am to 11 pm EST, 7 days a week, 365 days a year Schedule includes nights/weekends/holidaysMust attend mandatory 4-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 HomeCompensation This position is hourly non-exempt and is eligible for overtime Hourly pay starts at $16.00 per hour Please mention the word **CHARMING** and tag RMjQwNToyMDE6ODAyZDo3ODY5OmE4NjE6N2ExOTo0YWNhOjNkOTE= when applying to show you read the job post completely (#RMjQwNToyMDE6ODAyZDo3ODY5OmE4NjE6N2ExOTo0YWNhOjNkOTE=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.