Customer Care Team Lead

adoro; United States; Remote; USD 77,000 - 94,000; Full time

Benefits offered by this job

Medical, dental & vision covered

PTO 20 days

Floating holidays 10

Pet insurance stipend

Remote work

Job summary

adoro is seeking a Customer Care Team Lead to oversee daily operations of the contact center from a remote location in the United States. You will monitor performance, coach team members, and partner with other departments to enhance the customer experience while driving sales, retention, and service goals.

The ideal candidate has leadership experience, a pet insurance sales/retention background, an Insurance Producer License, veterinary knowledge, and strong written communication.

Qualifications

• Proven experience in leading and coaching a team.
• Background working in pet insurance sales and retention.
• Insurance Producer License.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Knowledge of veterinary terms, abbreviations and conditions.
• Ability to work in a fast paced environment on a variety of systems.
• Microsoft Office proficiency: Word, PowerPoint, Excel, Outlook, Teams.
• Ability to work independently in a remote capacity, while also fostering teamwork and collaborating with others.
• Strong writing skills including organization, spelling, grammar and punctuation.

Responsibilities

• Oversee daily operations of the contact center.
• Monitor performance metrics and provide coaching to team members.
• Collaborate with other departments to improve customer experience.
• Oversee sales, retention, and customer service functions in the contact center.
• This position is remote.

Skills

Leadership

Coaching

Remote work

Team collaboration

Writing skills

MS Office

Customer service

Communication

Veterinary terms knowledge

Insurance Producer License

Education

Insurance Producer License

Tools

Word

PowerPoint

Excel

Outlook

Teams

Job description

Founded by passionate pet insurance experts, adoro is a pet insurance company that brings a new experience to pet owners: A product that covers what matters most, designed to stay more affordable as pets age, and offering an easy and fast claims experience.

Job summary:

One of the most important ways we can help pet owners is by delivering an exceptional customer service experience.The Customer Care Team Lead will oversee daily operations of the contact center, ensuring high levels of customer satisfaction and support. The role involves monitoring performance metrics, providing coaching and mentoring to team members, and collaborating with other departments to enhance the overall customer experience.This position oversees sales, retention, and customer service functions in the contact center and is a remote position.

Key requirements:

• Proven experience in leading and coaching a team
• Background working in pet insurance sales and retention
• Insurance Producer License
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Knowledge of veterinary terms, abbreviations and conditions.
• Ability to work in a fast paced environment on a variety of systems.
• Demonstrable Microsoft Office proficiency: Word, PowerPoint, Excel, Outlook, Teams.
• Ability to work independently in a remote capacity, while also fostering teamwork and collaborating with others.
• Strong writing skills including organization, spelling, grammar and punctuation.

Schedule/other requirements:

This is a full time position.

This position requires reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed) and a quiet, dedicated place to work in your home that is not easily disrupted by background noises or distractions.A network test will be performed to verify sufficient speeds and connectivity.

Compensation:

• The pay for this position is $85,000 annually.
• adoro pays 100% of medical, dental, and vision benefits for employees.
• adoro pays 50% of medical, dental and vision benefits for eligible dependents.
• 20 days of paid time off and 10 paid floating holidays.
• Pet insurance stipend available

Additional Information:

adoro is an equal-opportunity employer. We want to build a team that represents a variety of backgrounds, abilities, perspectives, and skills.Please note that all your information will be kept confidential according to EEO guidelines.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process and perform essential job functions.

For more information about adoropet.com