FULL & PART TIME VETERINARY CALL CENTER SPECIALIST - PORTLAND, OR

Join Heartstrings Pet Hospice as a Remote Call Center Representative (Veterinary Care Specialist) NOW HIRING: Veterinary Care Specialist In: Portland, Beaverton, Lake Oswego & Gresham, Oregon. 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 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) 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 Schedule • Shift Hours: 6:00PM - 2:00AM (HST) • Schedules include evenings, weekends, and holidays • Mandatory 2-week paid training program at the start of employment Benefits • 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 Compensation • Hourly, non-exempt position • Eligible for overtime • Starting pay: $16.50 per hour