Overview
Join Lap of Love as a Call Center Representative (internally known as Veterinary Care Coordinator). This remote, home-based role provides compassionate customer service to pet families seeking Lap of Love's end-of-life care services. Lap of Love is a national leader in in-home end-of-life care for pets, helping thousands of pets and families each month. A natural love for animals and a concern for the emotional well-being of people guide our team in delivering compassionate care.
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
- Meet all productivity, quality, and performance standards
- Guide emotional conversations in a calm and peaceful manner
- Go above and beyond to provide stellar service to pet families and veterinarians
- Be punctual and timely in meeting performance requirements, including attendance standards, break times, and deadlines
- Other duties as assigned to maintain the highest standard of customer service
Requirements
- Experience in high-volume customer service or call center environments
- Ability to quickly learn custom software and programs (e.g., 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
- Ability to be present for work on time every day for the entire shift
- Attendance at mandatory 4-week intensive training program at the start of employment
Physical Requirements
- Must be able to sit for extended periods and have the manual dexterity to use 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
- Schedule includes nights, weekends, and holidays
- Attend mandatory 4-week intensive training at the start of employment
Benefits
- Medical, dental, and vision insurance plans (employee-funded HSA option available)
- Company-funded wellness resources (mental, financial, physical)
- Life insurance (basic, voluntary, and AD&D)
- Long-term and short-term disability insurance
- Retirement plan (Traditional 401k with 3% match and Roth 401k)
- Generous paid time off
- Generous paid parental leave
- Bereavement leave
- Training and professional development
- Pet insurance
- Remote work from home
Compensation
- Base pay range: $16.00 per hour
- This position is hourly non-exempt and eligible for overtime
Additional information
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Other
- Industries: IT Services and IT Consulting