Customer Support Specialist – Pet Insurance – Remote Position

Prudent Pet•Downers Grove, IL

23h•Remote

About The Position

Prudent Pet Insurance Agency is seeking a Customer Support Specialist to join their Customer Service team. This role is crucial to the company's mission of providing a positive customer experience at every stage of the customer journey. The specialist will work closely with Sales and Claims teams, handle inbound customer interactions, resolve issues, analyze insurance claims, and assist with various business initiatives. The position requires a strong background in customer service, insurance, and a general knowledge of pet health. The role is fully remote and operates Monday through Friday with rotating shifts between 8 am and 6 pm.

Requirements

At least 5 years of customer service experience, including successfully handling delicate and sensitive issues.
2 years of insurance experience.
General knowledge of pet health.
Expert communication skills.
Extremely organized.
Desire to take on additional projects as needed.
Strong analytical and problem-solving skills.
Ability to navigate difficult customer conversations toward positive resolutions.
Ability to make certain every interaction is handled professionally and positively.
Technically savvy and able to troubleshoot technical issues.
Willing and able to patiently answer insurance policy questions, navigate complicated insurance claims explanations, and empathize with customers.
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.
Flexibility and ability to adapt processes as efficiencies are determined.
Must be able to work both in the office and remote.

Nice To Haves

Certified vet tech experience preferred.
Pet insurance experience is a plus.
1 or more years of Vet Tech or Pet Health experience preferred.
Flexibility on hours/weekends is preferred.

Responsibilities

Provide exceptional customer-centric service to insureds and external parties.
Handle inbound calls, texts, tickets, and chats from policyholders, potential clients, and other external parties.
Respond to initial complaints regarding products and services, providing feedback to management.
Resolve customer issues ethically and professionally, ensuring complete follow-up.
Analyze and investigate insurance claims in relation to policy limits and terms.
Support other business initiatives of the ownership group.
Assist with failed payment collection.
Identify customer needs to achieve satisfaction and improve processes.
Serve as a resource to claims and sales teams to streamline workflows.
Request customer reviews and referrals.
Perform all other duties as assigned.