Embrace Customer Service Representative

Independence Pet Holdings, Inc.; United States; Remote; USD 26,000 - 32,000; Full time

Benefits offered by this job

Healthcare

Parental Leave

HSA

FSA

Retirement savings plan

Paid holidays

Wellness Day off

Volunteer time off

Pet friendly environment

Job summary

Independence Pet Holdings, Inc. is seeking a Customer Care Representative to support pet insurance inquiries, guide policy changes, and assist claims for a remote USA team.

You will handle high volumes of calls and emails, collaborate with other departments, and participate in training. The role offers full-time hours, competitive hourly pay, and a benefits package including healthcare, parental leave, and retirement options.

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— 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

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

Skills

Resilience

Empathy

Communication

Multitasking

Patience

Call center experience

Job description

Established 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.

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)

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