Call Center Specialist
Join Heartstrings Pet Hospice as a Remote Call Center Representative (Veterinary Care Specialist)Make a meaningful difference - one compassionate conversation at a time.Heartstrings Pet Hospice is seeking an experienced Call Center Representative , internally known as a Veterinary Care Specialist (VCS) , to join our growing, mission-driven team. This role is 100% remote and plays a critical part in supporting families during some of the most emotional moments of their lives.As a nationally recognized provider of in-home end-of-life care, hospice, and aftercare services, Heartstrings Pet Hospice is dedicated to ensuring every pet's final journey is guided by Compassion, Dignity, Respect, and Empathy . Our Call Center team is often the first point of contact for families, and their calm, caring presence sets the tone for everything that follows.If you have a heart for helping people, thrive in fast-paced call environments, and want your work to truly matter - this role may be for you.Essential Functions & ResponsibilitiesCompassionately guide emotionally charged conversations related to:In-home euthanasiaHospice and palliative careQuality-of-life concernsBehavioral emergencies, including aggression or bite incidentsDeliver exceptional customer service through thoughtful, empathetic interactions with pet familiesHandle a high volume of inbound calls in a remote, work-from-home environmentAccurately collect and document pet, family, and medical informationSchedule appointments efficiently using Heartstrings' scheduling platformsMeet or exceed productivity, quality, and performance expectationsDemonstrate reliability, accountability, and sound judgment while adhering to assigned schedulesCollaborate with veterinarians and leadership to ensure seamless family supportMaintain punctuality, including attendance, break times, and shift coveragePerform additional duties as needed to uphold the highest level of service excellenceRequirementsPrior experience in:High-volume call centersCustomer service roles such as (Funeral Assistant, Veterinary Technician, Hospice) etc.Funeral Assistant, Medical, Veterinary Technician, or Hospice environments (strongly preferred)Reliable wired Ethernet internet connection required(Satellite internet and 4G/5G hotspots are not supported) - Mandatory Internet Speed Test during InterviewAbility to quickly learn and navigate multiple software platforms, including:Google Workspace (Gmail, Calendar, Maps)Scheduling and phone systemsZoom and internal communication toolsComfortable working independently and succeed with minimal peer interactionStrong attention to detail, adaptability and ability to exceed expectations in a growing organizationDependable and punctual expected to be present and on time for every scheduled shift and meetingAbility 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 RequirementsAbility to sit for extended periods of timeManual dexterity to work continuously on a computer and keyboardAbility to lift up to 15 pounds as neededScheduleShift Hours: 6:00PM - 2:00AM (HST)Schedules include evenings, weekends, and holidaysMandatory 2-week paid training program at the start of employmentBenefitsMedical Insurance Plans, including a 100% employee-funded HSA optionDental and Vision InsuranceCompany-funded Wellness Resources (Mental, Financial, and Physical Health)Life Insurance (Basic, Voluntary, and AD&D)Short-Term and Long-Term Disability InsuranceRetirement Plan options:Traditional 401(k) with 3% company matchRoth 401(k)Generous Paid Time OffPaid Parental LeaveBereavement LeaveOngoing Training & Professional DevelopmentPet InsuranceFully Remote Work-From-Home EnvironmentCompensationHourly, non-exempt positionEligible for overtimeStarting pay: $16.50 per hour#J-18808-Ljbffr