Veterinary Call Center Specialist - Denver, CO

Join Heartstrings Pet Hospice as a Remote Veterinary Call Center Specialist (Veterinary Care Specialist)

NOW Hiring Remote Veterinary Call Center Specialist in: Denver, Ft. Collins, Colorado Springs & Other Colorado Areas.

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

- 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) - 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