Customer Care Representative

Embrace Pet Insurance; United States; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Parental leave

Retirement plan

Paid time off

HSA

FSA

Wellness day

Volunteer time off

Pet-friendly office

Training & development

EAP

Job summary

Embrace Pet Insurance is seeking a Customer Care Representative to join our Contact Center, reporting to the Manager, Contact Center. You will handle a high volume of calls and emails, helping customers with policy changes and claim inquiries while supporting other departments as needed.

The role emphasizes empathy, clear communication, and resilience in a fast-paced environment, with full benefits and a structured training plan.

Qualifications

• Experience in a customer service role, preferably in a call center.
• Strong communication and empathy with customers.
• Able to multitask in a fast-paced environment.

Responsibilities

• Respond to 70–90 phone calls per day with excellent service.
• Promptly answer customer emails and address inquiries professionally.
• Assist other departments with policy procedures and adjustments as needed.
• Help customers understand coverage and review claims; manage policies.
• Collaborate with team members to share knowledge and resources.

Skills

Customer service

Call center

Communication

Empathy

Multitasking

Tools

CRM software

Job description

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse portfolio of modern pet health brands and services across North America, including insurance, pet education, lost pet recovery services, and more.

We believe pet insurance is more than a financial product. We build solutions that simplify the pet parenting journey while helping 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, omni-channel approach includes our own insurance carrier, insurance brands, and partner brands.

Embrace Pet Insurance is seeking a Customer Care Representative who will report to the Manager, Contact Center. This role is a critical part of the customer journey-from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. As part of the Contact Center team, this position involves responding to a high volume of phone calls and emails and providing support to other departments as needed.

Main Responsibilities

• Respond to 70-90 phone calls per day while providing exceptional customer service in every interaction
• Answer customer emails promptly, addressing inquiries and concerns professionally
• Assist other departments with policy procedures and adjustments
• Help pet parents understand coverage and options, review claims, and maintain or adjust new and existing policies
• Collaborate with team members by sharing knowledge and resources to support a productive work environment
• Handle emotionally challenging, intense, and stressful situations with professionalism and resilience
• Perform other duties as assigned

Basic Qualifications

• Strong mental and emotional resilience; ability to manage challenging customer interactions with patience and professionalism
• Excellent interpersonal and communication skills, including empathy and rapport-building with customers
• Adaptability and ability to multitask in a fast-paced environment
• Previous experience in a customer service role, preferably in a call center setting
• Basic technical proficiency, including comfort navigating multiple software applications across multiple screens
• Genuine desire to positively impact customer experiences and help resolve concerns

Expected Hours of Work

• Full-time position
• Schedule:
• Monday-Friday: 11:30 AM - 8:00 PM EST
• Saturday: 10:00 AM - 2:00 PM EST
• Training will last six weeks; training hours will be confirmed prior to the start of the hired class

All roles include comprehensive benefits, which may vary by work location and include:

• Comprehensive 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
• On-the-job training and skills development
• Employee Assistance Program (EAP)

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