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.

• 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

• 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)

• 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

• Shift
  
  Hours:
  
  6:00PM - 2:00AM (HST)
• Schedules include evenings, weekends, and holidays
• Mandatory 2-week paid training program at the start of employment

• Medical Insurance Plans, including a 100% employee-funded HSA option
• Dental and Vision Insurance
• Company-funded Wellness Resources (Mental, Financial, and Physical Health)
• Life Insurance (Basic, Voluntary, and AD&D)
• Short-Term and Long-Term Disability Insurance
• Retirement Plan options:
  • Traditional 401(k) with 3% company match
  • Roth 401(k)
• Generous Paid Time Off
• Paid Parental Leave
• Bereavement Leave
• Ongoing Training & Professional Development
• Pet Insurance
• Fully Remote Work-From-Home Environment

• Hourly, non-exempt position
• Eligible for overtime
• Starting pay: $16.50 per hour