About the job
Embrace Your Passion for Pets with Lap of Love as a Call Center Representative!
Lap of Love is seeking a dedicated Veterinary Care Coordinator with exceptional customer service skills to join our expanding team. This fully remote role allows you to be part of a diverse and compassionate team providing support to pet families during their most challenging times. As a leader in in-home end-of-life care, we help numerous pets and their families each month to say goodbye with dignity and love. Our team members are not only animal lovers but also deeply care about the emotional well-being of our clients, enabling us to offer heartfelt support during these moments.
Key Responsibilities:
- Facilitate sensitive conversations regarding end-of-life and quality-of-life care for pets, ensuring a calm and supportive environment.
- Engage positively with pet families through exceptional customer service interactions.
- Manage a high volume of inbound calls in a remote setting.
- Exhibit reliability, adaptability, and sound judgment while adhering to scheduled shifts.
- Accurately collect and document pet medical information and efficiently schedule appointments.
- Achieve all productivity, quality, and performance metrics.
- Provide outstanding support to pet families and collaborating veterinarians.
- Maintain punctuality and meet all attendance and performance requirements.
- Perform additional duties as required to uphold our customer service standards.
Qualifications:
- Proven experience in a high-volume customer service or call center environment.
- A reliable wired Ethernet connection is mandatory; satellite internet and mobile hotspots are not supported.
- Ability to quickly adapt to and master various software programs, including but not limited to Gmail, Google Calendar, Google Maps, Five9, and Zoom.
- Prior experience working remotely or with limited in-person interaction.
- Strong attention to detail and adaptability to new processes.
- Attendance at a mandatory 4-week training program is essential for this role.

