If you can stay calm, organized, and genuinely compassionate while handling emotional, high-stakes calls, this role matters. You’ll be the first voice families hear when they’re facing end-of-life decisions for a pet, and you’ll guide them through next steps with care and precision.
About Heartstrings Pet Hospice
Heartstrings Pet Hospice provides in-home end-of-life care, hospice, and aftercare services for pets nationwide. Their team supports families through emotionally difficult moments with a focus on compassion, dignity, respect, and empathy.
Schedule
Fully remote
Call center hours: 7:00 AM – 11:00 PM ET (open 7 days/week, 365 days/year)
Shifts include evenings, weekends, and holidays
Mandatory 2-week paid training at start of employment
What You’ll Do
- Handle a high volume of inbound calls from pet families in a work-from-home environment
- Compassionately guide conversations around in-home euthanasia, hospice, palliative care, and quality-of-life concerns
- Support calls involving behavioral emergencies, including aggression or bite incidents
- Collect and accurately document pet, family, and medical information
- Schedule appointments efficiently using company scheduling platforms
- Meet or exceed productivity, quality, and performance expectations
- Maintain strong reliability: punctual attendance, break adherence, and shift coverage
- Collaborate with veterinarians and leadership to ensure seamless support for families
- Learn and navigate multiple software tools (Google Workspace, scheduling/phone systems, Zoom, internal comms)
What You Need
- Prior high-volume call center experience
- Strong customer service background, especially in emotionally sensitive environments
- Strongly preferred experience in funeral assistant, medical, veterinary technician, or hospice settings
- Reliable wired Ethernet connection required (no satellite or mobile hotspots); internet speed test required during interview
- Comfort working independently with minimal peer interaction
- Strong attention to detail, adaptability, and sound judgment
- Ability to complete mandatory 2-week training program before starting
- Ability to sit for extended periods, continuous computer/keyboard use, and lift up to 15 lbs as needed
Benefits
- Medical, dental, and vision insurance (includes a 100% employee-funded HSA option)
- Company-funded wellness resources (mental, financial, physical health)
- Life insurance (basic, voluntary, AD&D)
- Short-term and long-term disability
- Retirement options: Traditional 401(k) with 3% company match and Roth 401(k)
- Generous paid time off
- Paid parental leave and bereavement leave
- Ongoing training and professional development
- Pet insurance
- Fully remote work-from-home environment
- Hourly, non-exempt (overtime eligible)
- Starting pay: $16.50/hour
If you’re good on the phone and you’re built for emotionally heavy conversations without rushing people, this is one of those jobs that actually means something.
Happy Hunting,
~Two Chicks…