Remote Trust and Safety Call Center Agent

Job ID: 24586 
Pay Rate: $19/HR-$21/HR
Location: Remote 
Employment Type: Contract 
Schedule: Full Time, Includes Weekend Days and Holidays and a Flexible Work Schedule 

A leading pet services company is seeking a Remote Trust and Safety Call Center Agent with  3+ years’ experience. In this fast-paced role, you'll be the first point of contact for urgent pet-related inquiries—triaging calls, gathering critical details, and providing immediate guidance or resource connections.

Ideal candidates excel in high-volume customer support, remain calm under pressure, and are passionate about pets. Your ability to handle emergencies, ensure safety, and deliver exceptional service will be key to fostering a trusted and supportive experience for pet owners and service providers.
 
What Your Day Brings: 

• Serve as a customer advocate, ensuring world-class customer service at all times, providing urgent guidance and reassurance when they need it most. 

• Demonstrate strong Trust and Safety and interpersonal skills, such as empathy, active listening, and clear communication, effectively assist distressed customers with potentially time-sensitive or life-threatening pet emergencies. 

• Handle inbound customer contacts via phone, email, and/or chat with professionalism and efficiency, respond to a high volume of inquiries, often under time-sensitive conditions, while keeping your cool and offering practical solutions. 

• Manage a high volume of customer interactions and maintain attention to detail, ownership, and follow-through for each case—particularly critical when triaging emergencies. 

• Educate users on best practices for maintaining safety and security within the community, guide pet owners in preventing and handling common emergencies or urgent situations. 

• Address escalated customer concerns with confidence and know when to involve leadership for complex or critical cases and ensure swift resolutions. 

• Investigate account incidents with low to medium complexity and balance brand integrity with customer satisfaction, even when handling urgent or emergency-related issues. 

• Maintain optimal Time to Answer, Time to Resolution, and Customer Satisfaction Rating, recognizing the heightened urgency of emergency scenarios. 

• Contribute to continuous improvement by sharing feedback on processes, especially around emergency triaging and support protocols. 

• Own mistakes and apply feedback constructively and strive for constant growth and enhanced performance in a role where seconds can matter. 

• Use a calm, reassuring tone to deescalate and guide anxious pet owners and help them take the appropriate next steps. 

• Other duties as assigned. 

What You Bring: 

• 3+ years call center experience or equivalent education/certification. 

• Strong verbal and written communication skills. 

• Ability to work one or both weekend days, holidays, and maintain a flexible schedule. 

• Passion for pets and a commitment to their safety. 

• Capacity to objectively assess situations from multiple perspectives. 

• Ability to multitask and handle repetitive tasks with strong accountability. 

• Strong problem-solving skills, good judgment, and a moral compass. 

• Analytical mindset with the ability to recognize trends and patterns. 

• Adaptability to a fast-paced, changing environment. 

• Tech-savvy approach with data-driven decision-making skills. 

• Strong work ethic and determination to make a meaningful contribution. 

A Plus: 

• Fluency in Spanish. 

• Bachelor’s degree or equivalent experience. 

• Previous experience using pet service platforms as a pet owner or provider. 

• Familiarity with CRM tools, ZenDesk, or similar platforms. 

• Experience providing customer support via phone, email, and chat. 

• Proficiency in Google Docs/Sheets or similar applications. 

• Experience in a startup or call center environment. 

• 1+ year of experience in veterinary services, animal health, or animal training. 

• Professional education in Animal Behavior or Animal Sciences. 

 
Benefits Offered by Parker Staffing to Contract Employees: 

• Paid Sick/Safe Time (based on where allowable by law) 

• Medical benefits with multiple plan tiers and Telemedicine access

• 401K with matching contributions

• Holiday pay

• Employee Assistance Program (EAP) 

 
Parker Staffing offers all levels of Administrative, Customer Service, Call Center, Human Resources, and Non-Clinical Healthcare opportunities throughout the nation. Visit our employment opportunities page at http://www.parkerstaffing.com to review our full offering of temp, temp-to-hire, and direct hire job openings!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.