Customer Support Specialist – Pet Insurance Professional

Prudent Pet • Downers Grove, IL

16h • Hybrid

About The Position

We are looking for an experienced customer service insurance professional who is looking to grow in their career while still helping people take care of their furry family members. The Customer Support Specialist will join our Customer Service team, work closely with our Sales and Claims teams, and should have a strong background in insurance customer service, preferably in pet insurance. Vet tech experience is a plus but not required. It is essential the candidate possesses prior experience navigating difficult customer conversations toward positive resolutions. The right candidate has at least 5 years of customer service experience, 2 years of insurance experience, general knowledge of pet health, is an expert at communicating, extremely organized, desire to take on additional projects as needed and has strong analytical and problem-solving skills. It is a core part of Prudent Pet's mission to be a customer centric organization. This means we strive for a positive customer experience at every stage of the customer journey. This Customer Support Specialist role is crucial to this mission and requires a unique drive and desire to make certain every interaction, both internal and external, is handled professionally, positively, and results in the best possible outcome. This role works Monday through Friday during regular business hours, rotating schedule between 8am-4pm, 9am-5pm, and 10am-6pm. We are hiring immediately, and this Customer Service position works from home 2 days per week and in our Downers Grove office location 3 days per week.

Requirements

• 2 years P&C insurance experience preferred (pet insurance experience a plus)
• 5 years of customer service experience including successfully handling delicate and sensitive issues required
• 1 or more years Vet Tech or Pet Health experience preferred
• Technically savvy and able to trouble shoot technical issues
• Excellent communicator, willing and able to patiently answer any insurance policy question, navigate complicated insurance claims explanations, and empathize with customers as needed.
• Self-motivated with a strong ability to focus in dynamic or distracting environments
• Expert in managing multiple platforms simultaneously both in the office and while working remotely.
• Possess a can-do, take-charge, energetic, and positive attitude, even in challenging situations.
• It is critical that this person be flexible and can mold and adapt their processes as we continue to determine efficiencies.
• Flexibility on hours/weekends is preferred, must be able to work both in the office and remote.

Nice To Haves

• 2 years P&C insurance experience preferred (pet insurance experience a plus)
• 1 or more years Vet Tech or Pet Health experience preferred
• Flexibility on hours/weekends is preferred, must be able to work both in the office and remote.

Responsibilities

• Works together with the Customer Service team to provide exceptional customer centric service to both the insured and other external parties to ensure a positive experience is the result.
• Handle inbound calls, texts, tickets, and chats from existing policy holders, potential clients, and other external parties.
• Respond to initial complaints from policy holders and customers relating to our product and service, providing feedback to management regarding customer issues.
• Resolve customer issues ethically, professionally, and perform diligent follow up to ensure resolution is complete.
• Analyze and investigate complicated insurance claims with respect to policy limits and terms to understand what should be appropriately communicated to the insured.
• Works together with the Customer Service team to support other related business initiatives of the ownership group.
• Assist with failed payment collection and white glove outreach initiatives.
• Identify customers' needs to achieve satisfaction and/or improve processes.
• Be a vital resource to both our claims and sales teams to streamline workflows for best costumer outcome.
• Ask customers for reviews and referrals.
• Performs all other duties as assigned.

Benefits

• Generous benefits package including medical, dental and vision
• An immediate PTO bank to use as well as flexible schedules
• Employee discount on your pet insurance
• Opportunities for sharing your knowledge and experience across the entire organization
• A seat in a small, fast-growing company with opportunities for growth, leveraging your creativity, and promotions from within.
• Being a part of an inspiring, brilliant, entertaining, highly efficient and productive culture that you can find nowhere else

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees