Bilingual Call Centre Representative handling telephone and email inquiries for residents. Organizing appointments and tracking leads while ensuring exceptional customer service standards.
About the role
- Call Center Representative at Lap of Love providing compassionate customer service for pets and families. Engaging in high volume calls in a remote environment with a focus on emotional support.
Responsibilities
- Guide emotional conversations in a calm and peaceful manner including but not limited to end-of-life care, quality-of-life care, and pets experiencing behavioral challenges such as aggression or bite incidents.
- Provide customer service by engaging in positive interactions with pet families
- Answer a high volume of customer service calls in a work from home/ remote environment
- Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules
- Gather and accurately document the pet’s medical information and schedule appointments in an effective manner
- Meet all productivity, quality, and performance standards
- Go above and beyond to provide stellar customer service to pet families and our veterinarians
- Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards, scheduled break times and work deadlines
- Other duties may be assigned to the employee to ensure the highest standard of customer service
Requirements
- Experience working in high call volume, customer service, or call center environments
- A wired Ethernet connection is required. Satellite internet and 4G/5G hotspots are not supported.
- Ability to quickly learn custom software and other programs, such as Gmail, Google Calendar, Google Maps, Five9, Zoom
- Previous experience in a work-from-home environment or working with minimal peer interactions
- High attention to detail and ability to adapt to new processes
- Expected to be present for work, on time, every day for the entire duration of their shift
- Attend mandatory 4-week intensive training program at the beginning of employment. Attendance at the training program is an essential function of the Call Center Representative position. If you are offered a Call Center Representative position and are not able to attend all or any part of the training program, your employment with Lap of Love will not commence until you are available to complete the entire program in a continuous four-week period.
- Physical demands of position: Must be able to sit for extended periods of time, must have the manual dexterity to work on a computer and keyboard.
- Ability to lift up to 15 pounds
Benefits
- Medical Insurance Plans with 100% employee funded HSA option available
- Dental and Vision Insurance Plans
- Company Funded Wellness Resources (Mental, Financial, and Physical)
- Life Insurance (Basic, Voluntary, and AD&D)
- Long Term and Short Term Disability Insurance
- Retirement Plan (Traditional 401k with 3% match & Roth 401k)
- Generous Paid Time Off
- Generous Paid Parental Leave
- Bereavement Leave
- Training & Development
- Pet Insurance
- Remote Work From Home
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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