About the job
Join Lap of Love as a Veterinary Care Coordinator and Make a Difference!
At Lap of Love, we are seeking a dedicated and compassionate individual to join our team as a Veterinary Care Coordinator, also known internally as a Call Center Representative. This fully remote position allows you to provide empathetic support to pet families during their most challenging times. As a leader in in-home, end-of-life care for pets, Lap of Love is committed to ensuring that families can say goodbye to their beloved pets with dignity and peace. Our team thrives on a strong sense of community and a shared passion for animal welfare.
Key Responsibilities:
- Facilitate sensitive conversations regarding end-of-life and quality-of-life care for pets, ensuring a calm and supportive environment.
- Deliver exceptional customer service through positive engagement with pet families.
- Handle a high volume of incoming calls in a remote setting.
- Exhibit reliability and adaptability by adhering to schedules and demonstrating sound judgment.
- Accurately collect and document pet medical histories and efficiently schedule appointments.
- Meet and exceed productivity, quality, and performance metrics.
- Provide outstanding service to both pet families and veterinarians.
- Maintain punctuality in attendance and adhere to all performance-related requirements.
- Perform other duties as assigned to uphold our high standards of customer service.
Qualifications:
- Previous experience in high-volume customer service or call center roles.
- A stable wired Ethernet connection is mandatory; satellite or mobile hotspot connections are not supported.
- Proficient in quickly learning custom software and common applications such as Gmail, Google Calendar, Google Maps, Five9, and Zoom.
- Experience working in a remote environment with minimal peer interaction.
- Strong attention to detail and a willingness to adapt to new procedures.
- Consistent attendance and punctuality throughout shifts are required.
- Participation in a mandatory 4-week intensive training program at the start of employment is essential.

