Call Center Representative
location_on20, South Main Street, East Second Street Historic District, Dayton, Montgomery County, Ohio, 45423, United States
Job Description
About Lap of Love
Lap of Love is a nationally recognized leader in in-home, end-of-life care for pets. We help thousands of pets and pet families every month say goodbye with peace and dignity.
The Role
We are looking for an experienced Call Center Representative (referred to internally as a Veterinary Care Coordinator) with amazing customer service skills to join our growing team. This position is fully remote and you'll become part of a diverse and dynamic team that provides compassionate conversations and customer service to pet families seeking our services.
Beyond a natural love for caring for animals, our team members have a genuine concern for the emotional well-being of people, which helps us provide such compassionate end-of-life care.
What You'll Do
As a Veterinary Care Coordinator, you will guide emotional conversations in a calm and peaceful manner including but not limited to end-of-life care, quality-of-life care, and pets experiencing behavioral challenges such as aggression or bite incidents.
You will provide customer service by engaging in positive interactions with pet families and our veterinarians. You will gather and accurately document the pet's medical information and schedule appointments in an effective manner.
Requirements
To succeed in this role, you must have experience working in high call volume, customer service, or call center environments. You must have a wired Ethernet connection. Satellite internet and 4G/5G hotspots are not supported.
You should have previous experience in a work-from-home environment or working with minimal peer interactions. You must have high attention to detail and ability to adapt to new processes.
Schedule
Support Call Center hours are 7 am to 11 pm EST, 7 days a week, 365 days a year. Schedule includes nights/weekends/holidays.
Benefits
We offer Medical Insurance Plans with 100% employee funded HSA option available. We offer Dental and Vision Insurance Plans. We offer Company Funded Wellness Resources (Mental, Financial, and Physical). We offer Life Insurance (Basic, Voluntary, and AD&D). We offer Long Term and Short Term Disability Insurance. We offer Retirement Plan (Traditional 401k with 3% match & Roth 401k). We offer Generous Paid Time Off. We offer Generous Paid Parental. We offer Bereavement. We offer Training &. We offer Pet. We offer Remote Work From Home.
Compensation
This position is hourly non-exempt and is eligible for overtime. Hourly pay starts at $16.00 per hour.
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Work location
Work model: Remote
20, South Main Street, East Second Street Historic District, Dayton, Montgomery County, Ohio, 45423, United States
Dayton, Ohio
Key Responsibilities
- check_circleProvide customer service by engaging in positive interactions with pet families
- check_circleAnswer a high volume of customer service calls
- check_circleGather and accurately document the pet's medical information
- check_circleSchedule appointments in an effective manner
- check_circleMeet all productivity, quality, and performance
- check_circleAttend mandatory 4-week intensive training program
- check_circleGuide emotional conversations regarding end-of-life care and pet behavioral challenges
Requirements
- verifiedExperience working in high call volume, customer service, or call center environments
- verifiedExperience working in customer service or call center environments
- verifiedExperience work from home
- verifiedWired Ethernet connection required
- verifiedAbility to quickly learn custom software and programs (Gmail, Google Calendar, Google Maps, Five9, Zoom)
- verifiedAttend mandatory 4-week intensive training program