# Call Center Specialist - Hawaii

**Company:** [Heartstrings Pet Hospice, In-Home Euthanasia & Aftercare](http://jobs.workable.com/companies/rsftLkU4Es193hSxy3L5jA.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/bae15ea1-5483-405a-98ed-26aed633dc4d)

## Description

### 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.

## Requirements

### 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

## Benefits

### 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**