Call Center Representative

The Call Center Representative, also known internally as a Veterinary Care Coordinator, provides compassionate customer support to pet families seeking in-home end-of-life veterinary care. This role involves answering a high volume of calls, guiding emotional conversations, documenting pet medical information, scheduling appointments, and supporting families during sensitive situations.

Representatives work remotely in a call center environment and must demonstrate empathy, professionalism, accuracy, dependability, flexibility, and sound judgment. This position requires comfort discussing end-of-life care, quality-of-life concerns, behavioral challenges, aggression or bite incidents, and other emotional pet care situations.

### Key Responsibilities

* Answer high-volume customer service calls
* Guide emotional conversations calmly and professionally
* Support pet families with end-of-life care questions
* Discuss quality-of-life care and behavioral concerns
* Provide compassionate customer service
* Gather and document pet medical information
* Schedule veterinary care appointments
* Learn and use custom software systems
* Maintain accurate customer and pet records
* Meet productivity, quality, and performance standards
* Follow attendance and schedule requirements
* Support veterinarians and internal teams
* Provide calm communication during sensitive situations

### Requirements

* Experience in high-call-volume customer service or call center environments
* Hardwired Ethernet internet connection required
* Satellite internet and 4G/5G hotspots are not supported
* Ability to learn Gmail, Google Calendar, Google Maps, Five9, Zoom, and custom software
* Previous work-from-home experience preferred
* Ability to work independently with limited peer interaction
* Strong attention to detail
* Ability to adapt to new processes
* Must be punctual and reliable
* Ability to attend mandatory multi-week intensive training
* Ability to sit for extended periods
* Ability to use a computer and keyboard for extended periods
* Ability to lift up to 15 pounds

### Preferred Qualifications

* Veterinary customer service experience
* Pet care industry experience
* Remote call center experience
* Scheduling experience
* Experience handling emotional customer conversations
* Five9 experience
* Google Workspace experience

### Benefits

* Medical insurance
* Dental insurance
* Vision insurance
* HSA option
* Wellness resources
* Life insurance
* Short-term disability insurance
* Long-term disability insurance
* 401(k) with 3% match
* Roth 401(k)
* Paid time off
* Paid parental leave
* Bereavement leave
* Training and development
* Pet insurance
* Remote work from home

### Phone Level Breakdown

* Inbound calls: Very High
* Emotional customer support: High
* Scheduling: High
* Documentation: Moderate
* Veterinary team support: Moderate
* Email/system work: Moderate

### Best Fit For

Candidates with experience in call centers, customer service, veterinary support, pet care, scheduling, remote customer support, emotional support conversations, healthcare-style service coordination, and high-volume phone environments.