Call Center Specialist

Heartstrings Pet Hospice, In-Home Euthanasia & Aftercare

2h•$17•Remote

About The Position

Join Heartstrings Pet Hospice as a Remote Call Center Representative 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.

Requirements

Prior experience in: High-volume call centers
Customer 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 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)

Responsibilities

Compassionately guide emotionally charged conversations related to: In-home euthanasia
Hospice and palliative care
Quality-of-life concerns
Behavioral emergencies, including aggression or bite incidents
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