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

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

Call Center Specialist

Key skills