Experienced Veterinary Care Coordinator - Overnight Customer Service Representative (Remote) - End-of-Life Pet Care Support
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.