Remote Representative - Call Center

Job Overview

We are currently in search of a dedicated and experienced Call Center Representative, also recognized as a Veterinary Care Coordinator, to become a vital member of our expanding remote team. In this impactful role, you will connect with pet families, offering compassionate assistance during their most difficult times. As a leader in in-home, end-of-life pet care, our mission is to help countless families bid farewell to their cherished pets with dignity and tranquility. We seek individuals who possess an innate love for animals and a profound empathy for our clients, ensuring the delivery of exceptional support.

Key Responsibilities

• Provide outstanding customer service by fostering positive interactions with pet families.
• Efficiently manage a high volume of incoming customer service calls, exhibiting professionalism and empathy.
• Demonstrate reliability and adaptability by adhering to schedules and exercising sound judgment.
• Accurately gather and document pet medical information while scheduling appointments in a timely manner.
• Consistently meet established productivity, quality, and performance metrics.
• Navigate sensitive discussions with compassion and composure, guiding clients through their experiences.
• Strive to exceed expectations by offering exemplary service to both pet families and veterinarians.
• Maintain punctuality in fulfilling all performance obligations, including attendance and deadlines.
• Participate in additional assignments as needed to uphold the highest service standards.
  
  

Required Skills

• Proven experience in a fast-paced, high-call-volume customer service or call center environment.
• Proficient in learning and utilizing various software applications, including Gmail, Google Calendar, Google Maps, GoToConnect, Slack, and NICEInContact.
• Attentive to detail with the ability to adapt to new processes effectively.
• A dependable presence with a strong sense of ownership and responsibility.
• Excellent communication skills and emotional intelligence to effectively engage with clients.
  
  

Qualifications

• Regular attendance during all scheduled shifts is essential, demonstrating reliability and commitment.
• Successful completion of a mandatory 4-week intensive training program at the onset of employment is required.
  
  

Career Growth Opportunities

We are committed to providing training and development opportunities to empower our team members with the skills necessary for career advancement within the organization.

Company Culture And Values

Our organization fosters a compassionate and supportive work environment, emphasizing the emotional well-being of both our clients and team members. We value a culture rooted in empathy, professionalism, and a shared commitment to improving the lives of pet families.

Compensation And Benefits

This hourly, non-exempt position is eligible for overtime. Hourly pay begins at $15.00, with potential increases based on prior call center experience or bilingual proficiency.

Benefits Include

• 100% Company-Funded Health Insurance
• Comprehensive Mental Health Support
• Gym Memberships and Wellness Programs
• Dental, Vision, Life Insurance, and Disability Coverage
• Retirement Plan with Employer Match
• Generous Paid Time Off and Parental Leave
• Bereavement Leave
• Opportunities for Training & Development
• Pet Insurance
• Remote Work Environment.
  
  

Employment Type: Full-Time