Call Center Representative

JOB DESCRIPTION

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:
 
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
 
Guide emotional conversations in a calm and peaceful manner 
 
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
 
Ability to quickly learn custom software and other programs, such as Gmail, Google Calendar, Google Maps, GoToConnect, Slack, and NICEInContact
 
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. 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
 
 
Schedule
 
Support Call Center hours are 7 am to 11 pm, 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
 
100% Company Funded Health Insurance
 
100% Company Funded Comprehensive Mental Health Support through Modern Health
 
100% Company Funded Gym Memberships, Classes, and Programming through Peerfit
 
Dental, Vision, Life Insurance, Long Term and Short Term Disability  
 
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 Home

Compensation 
 
This position is hourly non-exempt and is eligible for overtime 
 
Hourly pay starts at $15.00 per hour
 
Previous call center experience and bilingual background could increase the hourly rate up to $2.00 per hour