Customer Service Representative

Independence Pet Group

16d

About The Position

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. Job Summary Embrace Pet Insurance is looking for resilient, empathetic and team-oriented Customer Care Representatives to join our busy call center. In this role, you will be an invaluable part of the customer journey, from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. Being part of our Contact Center means you’ll be responding to a high volume of phone calls, emails, and providing support to other departments as needed. Responsibilities Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction Answer customer emails promptly, addressing their inquiries and concerns professionally Assist other departments with policy procedures and adjustments Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources Handle emotionally challenging, intense, and stressful situations with grace and resilience Being a member of the Contact Center means responding to 70-90 phones calls per day, answering Pet Parent emails, assisting other departments with policy procedures and adjustments, helping Pet Parents understand coverage and options, reviewing claims, maintaining, and adjusting new and existing policies while providing a memorable customer experience. The Contact Center position is a demanding and important role, and, as with any job, there are tough calls and days. Our ideal candidate will be able to handle themselves with grace and the understanding that customer service is an extremely rewarding position. As cast members at Disney are taught, you must keep personal feelings “backstage” and bring your best forward. Basic Qualifications Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers Adaptability and the ability to multitask in a fast-paced and demanding environment At least one year of experience in a customer service role, preferably in a call center setting A genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns The shift for this position is M-F 11:30am-8:00pm and Saturday 10:00am-2:00pm EST. Training will last for 6 weeks and the training time will be confirmed prior to the hired class starting. This position is also overtime eligible. For this position, Embrace pays for the class that you must take to become licensed in Property and Casualty insurance. Embrace Pet Insurance offers a challenging yet rewarding work environment, where team-oriented individuals can thrive and grow in their careers. While the role can be mentally demanding and emotionally draining at times, the satisfaction derived from helping others and making a difference in the lives of pets and their families makes it a fulfilling opportunity. Candidates must be mentally and emotionally strong, have good outlets, and be aware of their limits to efficiently handle the demands of this position. Shift: 11:30am-8pm EST, for the training period only the shift is 9am-5:30pm EST All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following: Comprehensive full medical, dental and vision Insurance Basic Life Insurance at no cost to the employee Company paid short-term and long-term disability 12 weeks of 100% paid Parental Leave Health Savings Account (HSA) Flexible Spending Accounts (FSA) Retirement savings plan Personal Paid Time Off Paid holidays and company-wide Wellness Day off Paid time off to volunteer at nonprofit organizations Pet friendly office environment Commuter Benefits Group Pet Insurance On the job training and skills development Employee Assistance Program (EAP) Thanks for visiting our careers page! ASPCA Pet Health Insurance, Embrace, Felix, Figo, Independence American Insurance Company, Pets Best, Pethealth, PetPartners, PetPlace, and Pumpkin are all operated by Independence Pet Holdings (IPH). At IPH, we welcome and encourage applications from individuals with disabilities. Accommodations are available upon request for candidates participating in all aspects of the selection process. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!

Requirements

Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism
Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers
Adaptability and the ability to multitask in a fast-paced and demanding environment
At least one year of experience in a customer service role, preferably in a call center setting
A genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns

Responsibilities

Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction
Answer customer emails promptly, addressing their inquiries and concerns professionally
Assist other departments with policy procedures and adjustments
Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies
Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources
Handle emotionally challenging, intense, and stressful situations with grace and resilience
Being a member of the Contact Center means responding to 70-90 phones calls per day, answering Pet Parent emails, assisting other departments with policy procedures and adjustments, helping Pet Parents understand coverage and options, reviewing claims, maintaining, and adjusting new and existing policies while providing a memorable customer experience.