Licensed Customer Care Agent- Evening Shift

Pumpkin; Ohio; Remote; USD 41,000 - 43,000; Full time

Benefits offered by this job

Healthcare

Parental Leave

Health Savings Account

Retirement savings plan

Paid time off

Pet friendly office

Group Pet Insurance

On the job training

Employee Assistance Program

Job summary

Pumpkin is seeking a Licensed Customer Care Agent to join our remote US team. You will research and respond to insurance and non-insurance inquiries across phone, email, text, chat and social media, and support new enrollments, claims and fulfillment tasks. The shift is 12:00-8:30pm EST.

The ideal candidate has prior customer service experience, experience with ticketing software, and a property & casualty license, with a strong focus on accuracy and empathy for pets and their families.

Qualifications

• Prior experience in customer service with high client interaction.
• Experience with ticketing software (Zendesk, Kustomer, Gladly, etc.).
• Strong verbal and written communication and detail orientation.
• Licensed Property & Casualty Insurance is required.

Responsibilities

• Provide exceptional customer care across multiple channels (phone, email, text, chat and social).
• Research and respond to insurance and non-insurance inquiries; enrollments, claims and fulfillment tasks.
• Educate customers on product offerings and encourage additional coverage.
• Utilize ticketing and back-office software to manage tasks and track performance.
• Data entry and records maintenance; adhere to company policies.

Skills

Customer service experience

Verbal and written communication

Attention to detail

Administrative and computer skills

Entrepreneurial spirit and passion for

Education

Licensed Property & Casualty Insurance

Tools

Ticketing software (Zendesk/Kustomer/Gladly)

Job description

Pumpkin, a subsidiary of IPH, offers premium accident & 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+ pairs pet health expertise with purpose-built technology to make care without compromise possible. Pumpkin’s deep understanding of the science and finance of veterinary care makes us an asset to our more than 10,000 nationwide veterinary professional partners 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 US. We have insured over 230,000 pets and paid more than $176 million in claims since launch. Pumpkin also offers PumpkinNow, the only urgent pay service that can pay pet parents for eligible claims before they pay vet bills — making it one of the fastest claims experiences in pet insurance. Beyond accidents and illnesses, Pumpkin Wellness Club provides preventive care plans that help pay for everything from routine vet visits to grooming.

At Pumpkin, we believe pet parenthood is parenthood. While life with pets looks different than 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 over phone, email, text, chat, and social media. The Insurance 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 experience. The shift for this role will be 12:00-8:30pm EST.

Job Location:

Remote – United States

Main Responsibilities

• Provide exceptional customer care to customers across multiple communication channels like phone, email, text, chat and social, in a timely and efficient manner
• Uses problem-solving skills to solve customer issues, rectify poor experiences, and maintain positive relationships with customers
• Understand company policies to ensure all claims and policies are compliant and/or know when to make an exception
• Answer customer questions and provide insurance and non-insurance related information
• Educate customers on our full product offerings and take the initiative to help them buy additional coverage
• Process new customer enrollments, incoming claims, and ongoing fulfillment tasks in accordance with company policies
• Use ticketing software, back office software, and other digital tools to manage and track performance
• Data entry for the above tasks
• Other duties as assigned

Basic Qualifications

• Prior experience in customer service role involving a high degree of customer interface
• Experience with ticketing software (Zendesk, Kustomer, Gladly, etc.)
• Roll-up-your-sleeves mentality – does what it takes to get the job done
• Excellent verbal and written skills
• Administrative and computer skills
• Great attention to detail with every task
• Entrepreneurial interest and a passion for pets
• Existing Property & Casualty Insurance License

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:

• 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
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)

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 is Monday through Friday from 9:00 AM - 5:30 PM EST

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.”