About Lap of Love
At Lap of Love, we're dedicated to providing compassionate, in-home end-of-life care services for pets and their families. As a nationally recognized leader in our field, we're committed to delivering exceptional care and support to those who need it most. Our team is passionate about making a difference in the lives of pets and their families, and we're seeking an experienced Veterinary Care Coordinator to join our growing team.
Job Summary
We're looking for a highly skilled and compassionate Call Center Representative to provide exceptional customer service to pet families seeking end-of-life care services. As a Veterinary Care Coordinator, you'll be the first point of contact for many of our clients, and your ability to provide a positive and empathetic experience will be crucial in building trust and loyalty. If you have a natural love for animals, a genuine concern for people's emotional well-being, and a passion for delivering exceptional customer service, we want to hear from you.
Responsibilities
As a Veterinary Care Coordinator, you'll be responsible for:
- Providing positive customer service interactions with pet families, responding to their inquiries, and addressing their concerns in a timely and compassionate manner.
- Answering a high volume of customer service calls in a remote work environment, using your excellent communication and problem-solving skills to resolve issues and provide solutions.
- Gathering and documenting pet medical information, scheduling appointments, and ensuring that all necessary paperwork is completed accurately and efficiently.
- Meeting productivity, quality, and performance standards, consistently delivering high-quality results and exceeding expectations.
- Handling emotional conversations in a calm and compassionate manner, providing empathy and support to pet families during difficult times.
- Ensuring punctuality and meeting all work-related requirements, including attending mandatory training sessions and participating in ongoing professional development.
- Learning and using various software programs effectively, including Gmail, Google Calendar, Google Maps, GoToConnect, Slack, and NICEInContact.
Requirements
To be successful in this role, you'll need:
- Experience in high call volume, customer service, or call center roles, with a proven track record of delivering exceptional results.
- Proficiency in using software such as Gmail, Google Calendar, Google Maps, GoToConnect, Slack, and NICEInContact, with the ability to learn and adapt to new systems quickly.
- Previous experience working from home or with minimal peer interactions, with a strong ability to work independently and manage your time effectively.
- High attention to detail and adaptability to new processes, with a strong ability to prioritize tasks and manage multiple projects simultaneously.
- A willingness to attend a mandatory 4-week training program at the start of employment, which will provide you with the skills and knowledge needed to succeed in this role.
- Physical requirements include sitting for extended periods and lifting up to 15 pounds, with a strong ability to work in a fast-paced environment.
Schedule
As a Veterinary Care Coordinator, you'll be working in a 24/7 call center environment, with shifts available from 1:00 pm-10:00 pm or 2:00 pm-11:00 pm. The schedule includes nights, weekends, and holidays, with a mandatory 4-week intensive training program at the beginning of employment.
Benefits
We're committed to providing our team members with a comprehensive benefits package, including:
- 100% Company Funded Health Insurance, providing you with peace of mind and financial security.
- Comprehensive Mental Health Support through Modern Health, ensuring that you have access to the resources and support you need to maintain your mental well-being.
- Gym Memberships, Classes, and Programming through Peerfit, helping you to stay active and healthy.
- Dental, Vision, Life Insurance, Long and Short Term Disability, and Retirement Plan with a 3% match and Roth 401k, providing you with financial security and stability.
- Generous Paid Time Off and Parental Leave, allowing you to take time off when you need it most.
- Bereavement Leave, providing you with support and compassion during difficult times.
- Training & Development Opportunities, helping you to grow and develop your skills and knowledge.
- Pet Insurance, providing you with financial protection and peace of mind.
- Remote Work From Home, allowing you to work from the comfort of your own home.
Compensation
As a Veterinary Care Coordinator, you'll be eligible for hourly non-exempt pay, with an hourly rate starting at $15.00 per hour. Previous call center experience and bilingual background may increase hourly rate by up to $2.00 per hour.
Why Join Our Team?
At Lap of Love, we're passionate about making a difference in the lives of pets and their families. We're committed to delivering exceptional care and support, and we're seeking team members who share our values and passion. If you're looking for a challenging and rewarding role that allows you to make a real difference, we want to hear from you.
How to Apply
If you're a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
Apply Now