Job Overview
Heartstrings Pet Hospice & In-Home Euthanasia & Aftercare is one of the nation's fastest-growing, independently owned in-home euthanasia and end-of-life care practices proudly serving families across 25+ U.S. markets with our core values of Compassion, Dignity, and Respect . We are expanding our Care Support Team and are seeking warm, grounded, detail-oriented professionals to join us as Veterinary Care Specialists (VCS) .
As a VCS, you are often the first voice a family hears when navigating one of the most emotional decisions of their lives. Your empathy, clarity, and professionalism directly shape a family's entire experience with us. If you have a calm presence, exceptional communication skills, and a genuine desire to help people and their pets during delicate moments — you will thrive here.
We know the sacredness of helping a pet cross the Rainbow Bridge. Families trust us during their most vulnerable moments and we trust our VCS team to carry our mission forward. You will make a profound impact every single day. This role is more than phone work. It's heart work.
Pay Range: $35,000.00/yr - $50,000.00/yr. Actual pay will be based on skills and experience.
Key Responsibilities
- Client Support & Communication
- Serve as the primary point of contact for inbound calls, texts, chats, and emails from families seeking in-home euthanasia, hospice guidance, or aftercare services.
- Provide compassionate, informed guidance regarding our services, appointment expectations, sedation protocol overview, and aftercare options.
- Support families with warmth and professionalism during emotionally difficult situations.
- Scheduling & Coordination
- Book appointments using our software and ensure all notes, add-ons, radius checks, and special family needs are accurately documented.
- Communicate with on-call veterinarians to coordinate appointment timing, location, and case details.
- Make judgment calls for urgent or same-day appointments following Heartstrings' workflow and escalation pathways.
- Operational & Administrative Tasks
- Accurately collect payments, issue refunds (when appropriate), and manage payment method troubleshooting (CareCredit, All Pet Card, Affim, Apple Pay, etc.).
- Track appointment details, aftercare selections, medical history, sedation notes, and client preferences.
- Follow HIPAA-like confidentiality for all client records and sensitive family information.
- Log in/out of our VOIP system for all scheduled shifts and maintain strong communication throughout the day.
Requirements
- Emotionally Intelligent & Compassion-Driven
- Able to remain calm, composed, and empathetic through emotional conversations.
- A natural at active listening and offering comfort without overstepping clinical boundaries.
- Operationally Strong
- Highly organized with excellent attention to detail and follow-through.
- Adept at reading, applying, and documenting VCS workflow instructions accurately.
- Technically Confident
- Comfortable with cloud-based software platforms.
- Able to multitask between phone calls, texting, scheduling, and documentation.
- Professional & Reliable
- Punctual, dependable, and able to maintain confidentiality.
- Comfortable working remotely with a dedicated quiet workspace.
- Preferred but Not Required
- Experience in veterinary medicine, pet care, hospice, or customer service.
- Prior call center, veterinary or triage type experience.
- Availability on evenings, weekends, or holidays (we serve families 365 days a year).
Benefits
- Compensation & Scheduling
- Competitive hourly pay based on experience.
- Medical, Dental & Vision Benefits.
- Opportunities for full-time or part-time schedules.
- Ability to work fully remote (U.S.-based only).
- Holiday floating PTO for scheduled holiday shifts.
- PTO accrual based on hours worked (1 week per 2080 hours worked — hourly team).
- A Culture That Actually Cares
- We are a family-owned, doctor-led practice, NO non-competes. No corporate politics. No burnout culture.
- Growth & Advancement
- Clear career pathways as we continue expanding nationwide.
- Opportunities to grow into supervisory, training, or leadership roles.
- Continuous education and training support.
- Technology & Tools
- Access to industry-leading scheduling and communication platforms.
- Supportive leadership team available daily — you are never alone on tough cases.
Job Details
- Seniority level: Entry level
- Employment type: Part-time
- Job function: Customer Service
- Industries: IT Services and IT Consulting