Licensed Customer Care Agent

Pumpkin; United States; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Healthcare

Parental leave

Career advancement

Retirement plan

HSA/FSA

PTO

Paid holidays

Wellness Day

Pet-friendly environment

Job summary

Pumpkin is seeking a Licensed Customer Care Agent who reports to the Supervisor, Customer Care. This role handles insurance and non-insurance inquiries via phone, email, text, chat, and social media, delivering an exceptional customer experience.

The Agent will process new enrollments, claims, and fulfillment tasks, staying proactive and friendly while supporting customers throughout their journey.

Qualifications

• Prior customer service experience involving a high degree of customer interaction.
• Experience with ticketing software such as Zendesk, Kustomer, Gladly, or similar platforms.
• A hands-on, roll-up-your-sleeves mentality and willingness to do what it takes to get the job done.
• Excellent verbal and written communication skills.
• Strong administrative and computer skills.
• Exceptional attention to detail.
• Entrepreneurial mindset and a passion for pets.
• Active Property & Casualty Insurance License.

Responsibilities

• Provide exceptional customer care across multiple channels (phone, email, text, chat, social media) in a timely manner.
• Use problem-solving skills to resolve customer issues and maintain positive relationships.
• Understand company policies to ensure compliant processing of claims and policies.
• Answer questions and provide insurance and non-insurance information.
• Educate customers on our products and identify opportunities for additional coverage.
• Process new enrollments, incoming claims, and ongoing fulfillment tasks.
• Use ticketing software and back-office systems to manage work and track performance.
• Perform data entry related to customer service, enrollment, claims, and fulfillment.
• Complete other duties as assigned.

Skills

Customer service

Communication

Attention to detail

Administrative skills

Entrepreneurial mindset

Pet enthusiasm

Education

Property & Casualty Insurance License

Tools

Zendesk

Kustomer

Gladly

Job description

Pumpkin, a subsidiary of Doubtless, offers premium accident and illness coverage and wellness plans for dogs and cats. Founded in 2020, our plans help families afford advanced diagnostics and treatments, from routine to critical care, so their pets can live longer, healthier lives.

Our nationwide team of 200+ employees pairs pet health expertise with purpose-built technology to make care without compromise possible. Pumpkin's deep understanding of the science and economics of veterinary care makes us a valuable partner to more than 10,000 veterinary professionals nationwide and is one reason we are trusted by nine out of ten surveyed veterinarians.

Our consumers love us, too. We are the #1-rated pet insurance brand on Google, have a 4.9-star rating on Trustpilot, and are one of the fastest-growing pet health companies in the United States. We have insured more than 230,000 pets and paid over $176 million in claims since launch.

Pumpkin also offers PumpkinNow, the only urgent pay service that can reimburse pet parents for eligible claims before they pay their veterinary bills, creating one of the fastest claims experiences in pet insurance. Beyond accident and illness coverage, Pumpkin Wellness Club provides preventive care plans that help cover everything from routine veterinary visits to grooming.

At Pumpkin, we believe pet parenthood is parenthood. While life with pets looks different from raising human children, the responsibility, commitment, and love run just as deep. That belief is why we exist: to help parents choose the best care for their loved ones without compromise.

Job Summary

Pumpkin is seeking a Licensed Customer Care Agent who will report to the Supervisor, Customer Care. This friendly and motivated individual will be responsible for researching and responding to insurance and non-insurance customer service inquiries via phone, email, text, chat, and social media.

The Licensed Customer Care Agent will also play a key role in processing new customer enrollments, claims, and fulfillment tasks. The ideal candidate is friendly, motivated, and always looking for new ways to provide an exceptional customer experience.

Shift: 9:00 a.m. to 5:30 p.m. Eastern Time

Location: Remote, United States

Main Responsibilities

• Provide exceptional customer care across multiple communication channels, including phone, email, text, chat, and social media, in a timely and efficient manner.
• Use problem-solving skills to resolve customer issues, recover poor experiences, and maintain positive customer relationships.
• Understand company policies to ensure claims and policies are processed compliantly and know when exceptions may be appropriate.
• Answer customer questions and provide insurance and non-insurance-related information.
• Educate customers on our full suite of products and proactively identify opportunities for additional coverage.
• Process new customer enrollments, incoming claims, and ongoing fulfillment tasks in accordance with company policies.
• Use ticketing software, back-office systems, and other digital tools to manage work and track performance.
• Perform data entry related to customer service, enrollment, claims, and fulfillment activities.
• Complete other duties as assigned.

Basic Qualifications

• Prior customer service experience involving a high degree of customer interaction.
• Experience with ticketing software such as Zendesk, Kustomer, Gladly, or similar platforms.
• A hands-on, roll-up-your-sleeves mentality and willingness to do what it takes to get the job done.
• Excellent verbal and written communication skills.
• Strong administrative and computer skills.
• Exceptional attention to detail.
• Entrepreneurial mindset and a passion for pets.
• Active Property & Casualty Insurance License.

All of our jobs come with great benefits, including healthcare, parental leave, and opportunities for career advancement. Some offerings are location-dependent and may include:

• Comprehensive medical, dental, and vision insurance
• Basic life insurance at no cost to the employee
• Company-paid short-term and long-term disability coverage
• 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 a company-wide Wellness Day
• Pet-friendly office environmentOn-the-job training and professional development opportunities
• Employee Assistance Program (EAP)

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