Call Center Representative

Lap of Love Veterinary Hospice

Call Center Representative providing compassionate customer service for pet families. Engaging in emotional conversations and guiding clients through pet care processes in a remote environment.

Posted 4/15/2026full-timeRaleigh • North Carolina • 🇺🇸 United StatesMid-LevelSenior💰 $16 per hourWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Experience working in high call volume, customer service, or call center environments
A wired Ethernet connection is required. Satellite internet and 4G/5G hotspots are not supported.
Ability to quickly learn custom software and other programs, such as Gmail, Google Calendar, Google Maps, Five9, Zoom
Previous experience in a work-from-home environment or working with minimal peer interactions
High attention to detail and ability to adapt to new processes
Expected to be present for work, on time, every day for the entire duration of their shift
Attend mandatory 4-week intensive training program at the beginning of employment. Attendance at the training program is an essential function of the Call Center Representative position. If you are offered a Call Center Representative position and are not able to attend all or any part of the training program, your employment with Lap of Love will not commence until you are available to complete the entire program in a continuous four-week period.
Physical demands of position: Must be able to sit for extended periods of time, must have the manual dexterity to work on a computer and keyboard.
Ability to lift up to 15 pounds

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicecall center experienceattention to detaildocumentationscheduling appointmentsmanual dexteritylifting up to 15 pounds

Soft Skills

emotional intelligencedependabilityflexibilityownershipsound judgmentadaptabilitypunctualitypositive interactions

Certifications

mandatory training program