Call Center Representative

As a Call Center Representative, or Veterinary Care Coordinator, at Lap of Love, you will engage in positive interactions with pet families, handle a high volume of customer service calls, and document pet medical information accurately. You’ll also schedule appointments and guide emotional conversations in a calm manner, ensuring to meet productivity and quality standards in a supportive and compassionate environment.

Candidates applying for the Call Center Representative position at Lap of Love should have experience in high call volume customer service or call center environments. Previous remote work experience is a plus, as well as the ability to quickly learn custom software and programs like Gmail and Google Calendar. Attention to detail and a genuine love for animals are essential to succeed in this role.

The training program for Call Center Representatives at Lap of Love is a mandatory four-week intensive course that covers the essential functions of the job, including customer service skills, software training, and guidelines for providing compassionate conversations. Attendance for the entire program is crucial for beginning your employment, ensuring that you are well-prepared to support families through their journey.

As a Call Center Representative at Lap of Love, you will be required to work within support hours that range from 7 am to 11 pm, seven days a week, including nights, weekends, and holidays. Flexibility is vital because the role demands reliability in meeting all performance standards and scheduled commitments.

Lap of Love provides a comprehensive benefits package for its Call Center Representatives, which includes 100% company-funded health insurance, dental and vision coverage, retirement plans with matching, generous paid time off, pet insurance, and mental health support. This allows you not only to support others but also to take care of your own well-being.

When answering this question, be specific about your previous roles and how you handled a fast-paced environment. Highlight any specific metrics or achievements to demonstrate your effectiveness in managing high call volumes.

Share a specific instance where you've maintained composure during a challenging situation. Emphasize your ability to empathize and support customers while remaining professional.

Discuss qualities like empathy, patience, and effective communication skills. Explain how these qualities help you connect with customers and perform your job successfully.

Explain your methodology for triaging your workload, such as addressing urgent matters first while still ensuring all customer requests are acknowledged in a timely manner.

Talk about setting personal goals and tracking your progress. You can also mention seeking feedback regularly from peers or supervisors to improve your performance continuously.

Provide examples from your past where you had to learn new systems. Discuss your approach, whether it was seeking help from colleagues or dedicating time for self-learning to become proficient swiftly.

Share your passion for helping others, especially in a field that impacts emotional well-being. Talk about the satisfaction you derive from making a positive difference in someone's day.

Describe a specific situation where you exceeded expectations to resolve a customer’s concern. Focus on the impact this had on the customer and the value it added to your role.

Explain your techniques for stress management, such as deep breathing, taking breaks, or staying organized, which help you maintain your composure and effectiveness.

Express your admiration for the company’s mission and values. Highlight your personal connection to animals and how the role resonates with your desire to contribute positively to pet families during difficult times.