Full & Part Time Veterinary Call Center Specialist - Portland, OR
About this role
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.
Essential Functions & 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
- 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
Company at a glance
Heartstrings Pet Hospice & In-Home Euthanasia is a network of dedicated veterinarians with a mission to ensure a tranquil end-of-life journey for every pet. We prioritize preserving the profound human-animal connection during this challenging phase and take pride in collaborating with caring and empathetic veterinarians.
We firmly believe in providing aging pets with a serene, individualized end-of-life journey, guided by the understanding that pets are cherished family members. Our commitment is rooted in the belief that pets should depart on their own terms, in the comfort of their homes, and surrounded by the love of their human companions.
Our veterinarians are profoundly dedicated to the practice of veterinary hospice and euthanasia, driven by the conviction that pets are family. We maintain a robust network of doctors who communicate continuously, discussing innovative medical protocols and leading in the emerging field of veterinary medicine. Our passion for animals and our understanding of the grief experienced when losing a family member transcend species boundaries.
Top Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Wellness Resources
- Life Insurance
- Short-Term Disability Insurance
- Long-Term Disability Insurance
- 401(k)
- Roth 401(k)
- Paid Time Off
- Paid Parental Leave
- Bereavement Leave
- Professional Development
- Pet Insurance
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