Call Center Representative

About the job

About the Opportunity:

The organization is a nationally recognized leader in providing in-home, end-of-life care for pets. The Call Center Representative, also known as a Veterinary Care Coordinator, is a fully remote role focused on delivering compassionate customer service and support to pet families during emotionally challenging times.

Responsibilities:

• Guide emotional conversations regarding end-of-life care, quality-of-life care, and behavioral challenges in pets

• Provide positive customer service interactions with pet families

• Handle a high volume of customer service calls in a remote environment

• Adhere to schedules demonstrating dependability, flexibility, ownership, and sound judgment

• Accurately document pets’ medical information and schedule appointments

• Meet productivity, quality, and performance standards

• Deliver exceptional customer service to pet families and veterinarians

• Be punctual and timely in meeting attendance and performance requirements

• Perform additional duties as assigned to maintain high service standards

Requirements:

• Experience in high call volume, customer service, or call center environments

• Wired Ethernet internet connection required; satellite and 4G/5G hotspots not supported

• Ability to quickly learn custom software and programs such as Gmail, Google Calendar, Google Maps, Five9, and Zoom

• Previous work-from-home experience or ability to work with minimal peer interaction

• High attention to detail and adaptability to new processes

• Consistent attendance and punctuality for entire shift duration

• Must attend mandatory 4-week intensive training program at the start of employment

• Ability to sit for extended periods and operate a computer; ability to lift up to 15 pounds

Benefits & Perks:

• 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 with traditional 401k (3% match) and Roth 401k options

• Generous paid time off and paid parental leave

• Bereavement leave

• Training and development opportunities

• Pet insurance

• Remote work from home

Compensation:

• Hourly non-exempt position eligible for overtime

• Hourly pay starts at $16.00 per hour