Lap of Love Veterinary Hospice

Call Center Representative

• 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.
• 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 in an effective manner
• Meet all productivity, quality, and performance standards
• Go above and beyond to provide stellar customer service to pet families and our veterinarians
• Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards, scheduled break times and work deadlines
• Other duties may be assigned to the employee to ensure the highest standard of customer service

Administration

• Coordinating home assistance service requests with existing crematory partners (large pet appointments, lifting assistance required)
• Obtaining ashes return updates and respectfully communicating the information to pet parents
• Acting as a point of contact for pet parents and their cremation-related inquiries
• Maintaining responsiveness and engagement with pet parents who have special cremation requests
• Address any client concerns or questions (for example: dissatisfaction with the cremation services)
• Coordinate with crematories to handle family inquiries related to tracking ashes
• Recording and reporting communications about pet crematory or pet parent engagements
• Evaluate local markets for potential transport opportunities
• Special projects as directed
• Update internal platforms for accuracy (for example, Trello)
• Escalate client concerns to the appropriate person

Crematory Relationship Administrator

Manager

• Foster strong, enduring relationships with veterinarians, encouraging their professional and personal satisfaction in their roles
• Primary point of contact for an average of 20 veterinarians (equating to approximately 8 doctors on-call per day)
• Oversee and prioritize calendars, manage doctor schedules, and approve PTO requests
• Ensure exceptional service by monitoring appointments, addressing and resolving client concerns, and managing escalations with empathy and efficiency (ex: accidents, injuries, unique client requests, and unusual circumstances)
• Occasional partnership with Crematory Relationship Administrator and client to ensure the highest level of care and service for families
• Report/present to the Senior Practice Managers any updates or suggestions for standard operating procedures (SOPs) to help ensure quality in operations
• Engage in professional cross-functional collaboration to ensure knowledge of systems and processes to appropriately provide front line support to doctors
• Update departmental metrics

Practice Manager

• Join Lap of Love as a Call Center Representative and Love What You Do!
• 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.
• 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 in an effective manner
• Meet all productivity, quality, and performance standards
• Go above and beyond to provide stellar customer service to pet families and our veterinarians
• Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards, scheduled break times and work deadlines
• Other duties may be assigned to the employee to ensure the highest standard of customer service