Customer Support Specialist (Pet Insurance) - Hybrid

Prudent Pet•Downers Grove, IL

7d•Hybrid

About The Position

We are seeking an experienced Customer Support Specialist to join our call center team. This role is ideal for someone who excels in high-volume, fast-paced environments, can confidently navigate challenging customer interactions, and is passionate about delivering exceptional service. You will serve as a key point of contact for policyholders, supporting policy inquiries, billing, and claims-related questions, while partnering closely with our Sales and Claims teams. This is a hybrid position (3 days in-office in Downers Grove, IL and 2 days remote).

Requirements

5+ years of customer service experience (call center/high-volume environment strongly preferred)
2+ years of insurance experience (P&C preferred; pet insurance a plus)
Proven ability to handle difficult or emotional customer interactions in a calm, solutions-focused manner
Ability to work efficiently under pressure in a fast-paced environment
Strong communication skills with the ability to explain complex information clearly
Highly organized with strong multitasking and problem-solving skills
Comfortable navigating multiple systems simultaneously while on calls

Nice To Haves

Veterinary or pet health experience is a plus
You remain calm and professional in high-stress situations
You take ownership of customer issues and follow through to resolution
You are adaptable and thrive in a growing, evolving environment
You genuinely care about helping people and their pets

Responsibilities

Handle high-volume inbound calls, chats, and tickets from policyholders and prospective customers
Provide support on policy coverage, billing, and claims status/explanations
Guide customers through the claims submission process, ensuring accuracy and completeness
De-escalate and resolve complex or sensitive customer concerns with professionalism and empathy
Investigate and interpret policy details to provide clear, accurate information to customers
Document all interactions thoroughly in internal systems
Partner with Claims and Sales teams to ensure seamless customer experience
Assist with payment collections, outreach initiatives, and customer retention efforts
Identify trends and provide feedback to improve processes and customer satisfaction