Embrace Customer Service Representative

independencepetgroup; United States; Remote; USD 23,000 - 32,000; Full time

Benefits offered by this job

Healthcare coverage

Parental leave

Life Insurance

Disability insurance

HSA/FSA

Retirement plan

Paid time off

Paid holidays

Wellness day

Volunteer time off

Pet-friendly office

Job summary

Independence Pet Holdings, through its Embrace Pet Insurance brand, seeks a Customer Care Representative to support policy changes and claims inquiries from a remote USA-based team. You will handle a high volume of calls and emails, collaborating with other departments to ensure accurate information and seamless customer service.

The role emphasizes resilience, empathy, and multitasking across multiple software platforms.

Qualifications

• Experience in a customer service role, preferably in a call center.
• Excellent interpersonal and communication skills.
• Ability to multitask in a fast-paced environment.
• Comfort navigating multiple software across multiple screens.

Responsibilities

• Respond to 70-90 phone calls per day, providing exceptional customer service.
• Answer customer emails promptly, addressing inquiries and concerns professionally.
• Assist other departments with policy procedures and adjustments.
• Help customers understand coverage and options, review claims, and manage policies.

Skills

Empathy

Phone support

Email support

Multitasking

Resilience

Customer service

Job description

Established in 2021,Independence Pet Holdingsis 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.

Interview Technology Notice:

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.

By continuing with the interview, you consent to this use.

Text Messaging Notice:

If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.

You may opt out of text communications at any time by replying “STOP.”

All 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)