Customer Care Retention Specialist

Pumpkin • Phoenix, AZ

316d

About The Position

Pumpkin is looking for a friendly and empathetic Customer Care Advocate to deliver exceptional service and create a positive and memorable experience for our customers. In this role, you will help pet parents understand how to protect their furry companions with our insurance and non-insurance products. You’ll be responsible for interacting with customers and responding to inquiries via phone, email, text, chat, social media and other communication channels. Working closely with the Customer Care Supervisor, you will develop thorough product knowledge, ensuring compliance and prioritizing customer satisfaction. If you are passionate about supporting the overall well-being of pets and their people, this is the role for you! This position requires you to actively hold a PROPERTY & CASUALTY PRODUCERS LICENSE and to be located in MST or PST.

Requirements

• Active Property & Casualty Producer license required
• Prior experience in a customer service role, preferably in a high volume call center or veterinary clinic.
• Proven ability to build and strengthen customer relationships using effective communication, keen listening skills and empathy.
• Strong experience navigating multiple platforms to provide a complete and integrated response to the customer’s inquiry.
• Proficiency with productivity and task management tools like MS Office and G-Suite.
• In-depth familiarity with ticketing software (Zendesk, Kustomer, Gladly, etc).
• Roll-up-your-sleeves mentality and a proactive approach to problem-solving.
• Meticulous attention to detail and strong prioritization abilities to handle multiple tasks effectively.
• An entrepreneurial mindset, a genuine passion for pets, and excitement to work in a start-up environment.

Nice To Haves

• Prior experience with Customer Service in Pet Insurance industry - a major plus
• Prior experience in the pet healthcare industry
• Proficiency in MS Excel and G-Suite tools
• Other languages at a fluent level (writing and conversing); Spanish preferred

Responsibilities

• Go above and beyond to provide exceptional service and positively impact the pet parent experience through various communication channels (phone, chat, text, etc.)
• Educate customers to help them understand the benefits of our insurance and non-insurance products.
• Expand coverage and enhance protection, making it easier for families to get the best, most advanced veterinary care for their dogs and cats.
• Optimize performance tracking and management through use of ticketing software, back office systems, and digital tools.
• Maintain data integrity through accurate and meticulous data entry, ensuring reliable information management and effective decision-making.
• Develop a thorough understanding of company policies and guidelines, guaranteeing policies are compliant.
• Perform other duties as assigned.

Benefits

• Comprehensive contributions to medical, dental and vision for colleagues and dependents.
• Generous PTO and Paid Holidays
• 401k with company match.
• The opportunity to join a team where every team member has the autonomy and support they need to boss their role and make empowered decisions.
• Pet Friendly Offices, Stocked Kitchens, Team Workouts, Team Outings and much more!

What This Job Offers

• Job Type: Full-time