Member Experience Associate
About The Position
Fetch is a high-growth company dedicated to helping pets live their healthiest and happiest lives through comprehensive insurance coverage. We support the veterinary, shelter, and breeder communities, aiming to make excellent pet care a reality. The pet insurance industry is rapidly expanding, offering crucial peace of mind and financial protection to pet owners, especially with advances in veterinary medicine. Fetch is looking for compassionate professionals to join its growing team of over 350 pet-loving employees. This role involves supporting customers through various channels, including inbound calls, emails, and outbound calls, providing visibility into customer needs and how Fetch can support them. The position offers opportunities to develop soft skills and learn about Fetch pet insurance, its desktop tools, and customer-facing technology. Support includes job aids, weekly knowledge updates, and individual coaching.
Requirements
- Able to multitask– accessing systems, conversing with customers, and actively listening in real-time
- A minimum of one (1) year of call center experience
- Previous customer service experience required
- Ability to work through customer issues, sometimes complex, in a calm, focused manner
- Demonstrated success working in a remote environment
- Ability to interface with a wide range of customer types; demonstrating empathy and patience
- Attention to detail, able to communicate product-specific information in a factual and influential way
- Excellent verbal, interpersonal, and written communication skills
- Able to anticipate needs, innovate and flourish in a high-volume, fast-paced environment
- Proficient in applications such as phone applications, G-Suite applications, and various Internet browsers
- Subscription to a reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed)
- A quiet, dedicated place to work in your home that is not easily disrupted by background noises or regular distractions
- Office space must be large enough to accommodate two 19” monitors, laptop, mouse, keyboard, phone and headset
- Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home
Nice To Haves
- Property & Casualty License Preferred
- Bachelor’s degree preferred
Responsibilities
- Utilize Fetch operating standards, call flows and knowledge base information, to support customer inquiries
- Maintain product knowledge through self-directed training and by accessing desktop tools
- Follow guidelines to achieve goals, optimizing every customer interaction
- Act as a brand ambassador, strengthening the positive feelings customers have about Fetch pet insurance
- Treat every interaction with professionalism and sincere concern for the outcome
- Actively collaborate with your immediate team and raise awareness of issues affecting the customer experience
- Participate in team meetings, elevating ideas around how to create a more productive work flow and/or work environment
- Take advantage of upskilling opportunities, which may include additional insurance credentials
- Take a high volume of inbound calls, giving each customer your full attention and working toward a first call resolution
- Follow-up with policy holders through outbound calls and emails
- Demonstrate professionalism and accountability with each interaction
- Track your daily progress against set goals
Benefits
- Comprehensive Medical, dental, and vision plan for you and your family
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
- Highly competitive 401(k) matching
- Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days
- Paid company (9) holidays, including (1) floating holiday
- Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
- Educational Assistance Program
- Fetch Discount Perks Program
- Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
- NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
- Employee Referral Incentive
- Tuition Assistance
- Commuter Benefits
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
