Embrace Customer Service Representative

Independence Pet Group; Northern (KY); Hybrid; USD 28,000 - 29,000; Full time

Benefits offered by this job

Healthcare

Parental leave

Paid time off

Remote work

Job summary

Independence Pet Holdings, via its Embrace Pet Insurance brand, seeks a Customer Care Representative to manage high-volume calls and emails remotely from the USA. You’ll assist with policy changes, answer inquiries, and support other departments as needed. Strong communication and empathy are essential for success.

The role is full-time with evening hours and weekend coverage, offering a comprehensive benefits package and opportunities for advancement.

Qualifications

• Experience in a customer service role, preferably in a call center setting.
• Excellent interpersonal and communication skills with empathy.
• Able to multitask in a fast-paced environment and navigate multiple screens.

Responsibilities

• Respond to 70-90 phone calls per day with exceptional service.
• Answer customer emails promptly and professionally.
• Assist other departments with policy procedures and adjustments.
• Explain coverage to Pet Parents and review claims and policies.
• Maintain composure in stressful situations and collaborate with team.

Skills

Customer service

Communication

Empathy

Multitasking

Call center experience

Technical proficiency

Tools

CRM software

Job description

## Embrace Customer Service RepresentativeApply: Remote: Remote USA: Full time: Posted Today: End Date: October 7, 2026 (6 days left to apply): JR102640Established in 2021, **Independence Pet Holdings** is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help 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 and omni-channel approach include our own insurance carrier, insurance brands and partner brands. **Job Summary:****Embrace Pet Insurance** is seeking a **Customer Care Representative** who will report to the Manager, Contact Center. The Customer Care Representative is an invaluable part of the customer journey, from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. Being part of our Contact Center means you’ll be responding to a high volume of phone calls, emails, and providing support to other departments as needed. **Job Location:** Remote – USA**Main Responsibilities:*** Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction* Answer customer emails promptly, addressing their inquiries and concerns professionally* Assist other departments with policy procedures and adjustments* Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies* Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources* Handle emotionally challenging, intense, and stressful situations with grace and resilience* Performs other duties as assigned **Basic Qualifications:*** Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism* Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers* Adaptability and the ability to multitask in a fast-paced and demanding environment* Experience in a customer service role, preferably in a call center setting* Basic level of technical proficiency- being comfortable navigating multiple softwares across multiple screens.* A genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns **Expected Hours of Work:*** This is a full-time position: The shift for this position is M-F 11:30am-8:00pm and Saturday 10:00am-2:00pm EST. Training will last for 6 weeks and the training time will be confirmed prior to the hired class starting. **Hourly Pay Rate:** $20.19.This position is non-exempt and eligible for overtime.This position is not eligible for additional incentive pay. #li-RemoteAll of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:* Comprehensive full 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* Commuter Benefits* Group Pet Insurance* On the job training and skills development* Employee Assistance Program (EAP)