About the job
About Our Client
A growing organization is seeking an experienced Call Center Representative, referred to internally as a Veterinary Care Coordinator, with exceptional customer service skills to become part of their dedicated team. In this remote role, you will engage in compassionate conversations and customer service for pet families seeking vital services. As a nationally recognized leader in in-home, end-of-life care, the organization helps thousands of pets and their families each month say goodbye with peace and dignity. Beyond a natural affinity for caring for animals, team members possess a genuine concern for the emotional well-being of people, enabling them to provide heartwarming 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 effectively.
- Meet all productivity, quality, and performance standards.
- Guide emotional conversations in a calm and peaceful manner.
- Go above and beyond to deliver exceptional customer service to pet families and veterinarians.
- Must be punctual and timely in meeting all performance requirements, including attendance standards, scheduled breaks, and deadlines.
- Additional duties may be assigned to ensure the highest standard of customer service.
Requirements
- Experience in high call volume customer service or call center environments.
- Ability to quickly learn custom software and programs, such as Gmail, Google Calendar, Google Maps, GoToConnect, Slack, and NICEInContact.
- Previous experience in a work-from-home setting or with minimal peer interaction.
- High attention to detail and ability to adapt to new processes.
- Expected attendance for work, on time, every day for the full duration of their shift.
- Attend a mandatory 4-week intensive training program at the start of employment. Attendance at this training is a key requirement of the Call Center Representative position. If offered the position and unable to attend the entire training program, employment will not begin until full availability to complete the program in a continuous four-week period is confirmed.
Physical Job Requirements
- Physical demands of the position: Must be able to sit for extended periods and possess manual dexterity for computer and keyboard use.
- Ability to lift up to 15 pounds.
Schedule
- Support Call Center hours are from 7 am to 11 pm, 7 days a week, 365 days a year.
- Schedule includes nights, weekends, and holidays.
- Must attend the 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 eligible for overtime.
- Hourly pay starts at $15.00 per hour.
