Call Center Representative Job at Lapoflove in Indianapolis

Overview

Join Lap of Love as a Call Center Representative and Love What You Do!

Lap of Love is 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. As a Veterinary Care Coordinator working from home, you’ll become part of a diverse and dynamic team that provides compassionate conversations and customer service to pet families seeking our services. Lap of Love is a nationally recognized leader of in-home, end-of-life care, helping thousands of pets and pet families every month say goodbye with peace and dignity. 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.

Responsibilities

• Provide customer service by engaging in positive interactions with pet families
• Answer a high volume of customer service calls in a remote, work-from-home environment
• Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules
• Gather and accurately document the pet’s medical information and schedule appointments
• Meet all productivity, quality, and performance standards
• Guide emotional conversations in a calm and peaceful manner
• Provide stellar customer service to pet families and veterinarians
• Be punctual and timely in meeting all performance requirements, including attendance, breaks, and deadlines
• Other duties may be assigned to ensure the highest standard of customer service

Qualifications

• Experience working in high call volume, customer service, or call center environments
• Ability to quickly learn custom software and other programs (e.g., Gmail, Google Calendar, Google Maps, Five9, Zoom)
• Previous experience in a work-from-home environment or with minimal peer interactions
• High attention to detail and ability to adapt to new processes
• Ability to be present for work on time every day for the full shift
• Attend mandatory 4-week intensive training program at the beginning of employment

Physical Job Requirements

• Must be able to sit for extended periods and have the manual dexterity to work on a computer and keyboard
• Ability to lift up to 15 pounds

Schedule & Benefits

• Support Call Center hours are 7 am to 11 pm EST, 7 days a week, 365 days a year
• Schedule includes nights, weekends, and holidays
• Must attend mandatory 4-week intensive training program at the beginning of employment
• Medical Insurance Plans with 100% employee funded HSA option available
• Dental and Vision Insurance Plans
• Company Funded Wellness Resources (Mental, Financial, and Physical)
• Life Insurance (Basic, Voluntary, and AD&D)
• Long Term and Short Term Disability Insurance
• 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 is eligible for overtime
• Hourly pay starts at $16.00 per hour