Call Center Specialist

Job Description:

• Join Heartstrings Pet Hospice as a Remote Call Center Representative (Veterinary Care Specialist)
• Compassionately guide emotionally charged conversations related to in-home euthanasia, hospice and palliative care, quality-of-life concerns, and behavioral emergencies
• Deliver exceptional customer service through thoughtful, empathetic interactions with pet families
• Handle a high volume of inbound calls in a remote, work-from-home environment
• Accurately collect and document pet, family, and medical information
• Schedule appointments efficiently using Heartstrings’ scheduling platforms
• Meet or exceed productivity, quality, and performance expectations
• Demonstrate reliability, accountability, and sound judgment while adhering to assigned schedules
• Collaborate with veterinarians and leadership to ensure seamless family support
• Maintain punctuality, including attendance, break times, and shift coverage
• Perform additional duties as needed to uphold the highest level of service excellence

Requirements:

• Prior experience in: High-volume call centers, Customer service roles such as (Funeral Assistant, Veterinary Technician, Hospice) etc.
• Reliable wired Ethernet internet connection required (Satellite internet and 4G/5G hotspots are not supported) - Mandatory Internet Speed Test during Interview
• Ability to quickly learn and navigate multiple software platforms, including: Google Workspace (Gmail, Calendar, Maps), Scheduling and phone systems, Zoom and internal communication tools
• Comfortable working independently and succeed with minimal peer interaction
• Strong attention to detail, adaptability and ability to exceed expectations in a growing organization
• Dependable and punctual expected to be present and on time for every scheduled shift and meeting
• Ability to attend and complete a mandatory 2-week training program at the start of employment (Training attendance is mandatory and an essential function of this role; employment will-not begin without full participation)
• Physical Job Requirements: Ability to sit for extended periods of time, Manual dexterity to work continuously on a computer and keyboard, Ability to lift up to 15 pounds as needed

Benefits:

• Medical Insurance Plans, including a 100% employee-funded HSA option
• Dental and Vision Insurance
• Company-funded Wellness Resources (Mental, Financial, and Physical Health)
• Life Insurance (Basic, Voluntary, and AD&D)
• Short-Term and Long-Term Disability Insurance
• Retirement Plan options: Traditional 401(k) with 3% company match, Roth 401(k)
• Generous Paid Time Off
• Paid Parental Leave
• Bereavement Leave
• Ongoing Training & Professional Development
• Pet Insurance
• Fully Remote Work-From-Home Environment

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