Call Center Specialist

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🕒 April 1

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Heartstrings Pet Hospice & In-Home Euthanasia

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11 - 50 employees

Heartstrings Pet Hospice & In-Home Euthanasia is a network of dedicated veterinarians with a mission to ensure a tranquil end-of-life journey for every pet. We prioritize preserving the profound human-animal connection during this challenging phase and take pride in collaborating with caring and empathetic veterinarians.

📋 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