This is customer service with real weight: you’ll be the steady voice for pet families making some of the hardest decisions of their lives. If you can handle high call volume and lead emotional conversations with calm, clarity, and compassion, you’ll fit here.
About Lap of Love
Lap of Love is a nationally recognized leader in in-home, end-of-life veterinary care. They support thousands of pets and families each month with peaceful, dignified goodbyes. The call center team (Veterinary Care Coordinators) is the front door, guiding families with empathy and efficient scheduling.
Schedule
- Remote work from home (United States)
- Call center hours: 7:00am–11:00pm EST, 7 days a week, 365 days a year
- Shifts include nights, weekends, and holidays
- Mandatory 4-week intensive training at the start of employment (must attend the full program consecutively)
- Hourly, non-exempt role eligible for overtime
- Internet requirement: wired Ethernet (satellite and 4G/5G hotspots not supported)
What You’ll Do
⦁ Guide emotional conversations calmly around end-of-life care, quality-of-life support, and behavioral challenges (including aggression or bite incidents)
⦁ Handle a high volume of inbound customer service calls in a remote environment
⦁ Gather and document pet medical information accurately and schedule appointments efficiently
⦁ Meet productivity, quality, and performance standards while staying punctual and schedule-adherent
⦁ Use tools and platforms like Gmail, Google Calendar, Google Maps, Five9, and Zoom to support the workflow
⦁ Provide standout customer service to pet families and support Lap of Love veterinarians
What You Need
⦁ Experience in high call volume customer service or call center environments
⦁ Ability to communicate with empathy, patience, and emotional steadiness in sensitive situations
⦁ Strong attention to detail and comfort adapting to new processes
⦁ Ability to learn custom software quickly and work with minimal peer interaction
⦁ Reliable daily attendance and on-time performance for the entire shift
⦁ Physical ability to sit for extended periods, work on a computer/keyboard, and lift up to 15 lbs
⦁ Wired Ethernet connection and a stable home setup for remote work
Benefits
⦁ Medical plans (including a 100% employee funded HSA option)
⦁ Dental and vision insurance
⦁ Company-funded wellness resources (mental, financial, and physical)
⦁ Life insurance (basic, voluntary, and AD&D)
⦁ Short-term and long-term disability coverage
⦁ 401(k) options (Traditional with 3% match and Roth 401k)
⦁ Generous PTO and paid parental leave
⦁ Bereavement leave
⦁ Training & development
⦁ Pet insurance
⦁ Remote work from home
Roles like this fill fast. If you can be compassionate and efficient under pressure, put your name on it now.
You’re not just answering calls, you’re helping families through a moment they’ll never forget.
Happy Hunting,
~Two Chicks…