Job Details

Join Lap of Love as a Veterinary Client Care Specialist and Love What You Do!

At Lap of Love, we are seeking a compassionate and dedicated Veterinary Client Care Specialist to become an essential member of our team. In this fully remote position, you will provide exceptional customer service and heartfelt support to pet families during one of the most tender times in their lives. Lap of Love is a nationally recognized leader in in-home, end-of-life veterinary care, assisting thousands of pets and their families every month in saying goodbye with dignity and peace.

Key Responsibilities:

• Engage in sensitive, empathetic conversations regarding end-of-life and quality-of-life care for pets.
• Deliver outstanding customer service through positive interactions with pet families.
• Efficiently manage a high volume of incoming customer service calls in a remote setting.
• Exhibit reliability, adaptability, and sound judgment by following schedules diligently.
• Collect and accurately document pet medical information while effectively scheduling appointments.
• Adhere to productivity, quality, and performance standards without compromise.
• Go above and beyond to ensure exceptional service for both pet families and our veterinarians.
• Arrive for work consistently and punctually, fulfilling all performance requirements, including attendance and deadlines.
• Perform other related tasks as assigned to maintain the highest standard of customer service.

Qualifications:

• Proven experience in high-volume customer service or call center environments.
• Must have a wired Ethernet connection; satellite internet and 4G/5G hotspots are not acceptable.
• Ability to quickly adapt to and master various software applications, including Gmail, Google Calendar, Google Maps, Five9, and Zoom.
• Previous experience in a remote work environment or minimal peer interaction roles.
• Strong attention to detail and flexibility in adapting to new processes.
• Dependable attendance is essential; completion of the mandatory 4-week intensive training program at the start of your employment is required.

Physical Job Requirements:

• Ability to sit for extended periods and use a computer keyboard efficiently.
• Capability to lift up to 15 pounds.

Work Schedule:

• Call Center support hours are from 7 am to 11 pm EST, 7 days a week, all year round.
• Availability for night, weekend, and holiday shifts is mandatory.
• Mandatory attendance in the 4-week intensive training program is expected at the start of employment.

Benefits:

• Comprehensive medical insurance plans with a 100% employee-funded HSA option.
• Dental and vision insurance options available.
• Access to company-funded wellness resources covering mental, financial, and physical health.
• Life insurance coverage options.
• Short-term and long-term disability insurance.
• Retirement savings plan with a 3% company match (Traditional 401k and Roth 401k).
• Generous paid time off policy.
• Paid parental leave and bereavement leave offered.
• Opportunities for training and personal development.
• Pet insurance for your beloved companions.
• Enjoy the flexibility of working from home.

Compensation:

• This is an hourly, non-exempt position eligible for overtime.
• Starting hourly pay is $16.00.