Licensed Customer Care Agent- Evening Shift

Independence Pet Holdings; United States; Remote; USD 23,000 - 33,000; Full time

Benefits offered by this job

Comprehensive medical, dental and vis

Life insurance

Disability insurance

Parental leave

HSA and FSA

Retirement plan

Paid time off

Paid holidays

Volunteer time off

Pet-friendly environment

Commuter benefits

Group pet insurance

Training and development

EAP

Job summary

Independence Pet Holdings, Inc. is seeking a Licensed Customer Care Agent to support customers across phone, email, text, chat and social channels. The role involves handling insurance inquiries, processing enrollments, and fulfilling claims with a focus on delivering an exceptional customer experience.

The position reports to the Supervisor, Customer Care, with a shift from 12:00-8:30pm EST. The role is remote within the United States, requiring an existing Property & Casualty Insurance License

Qualifications

• Experience in customer service with a high degree of customer interaction.
• Familiarity with ticketing software such as Zendesk, Kustomer, and Gladly.
• Excellent verbal and written communication; detail-oriented.
• Licensed Property & Casualty Insurance required.

Responsibilities

• Provide multi-channel customer care via phone, email, text, chat and social media.
• Research and respond to insurance and non-insurance inquiries.
• Process new enrollments, claims and fulfillment tasks per company policies.
• Use ticketing and back-office software to manage tasks and track performance.
• Maintain data accuracy and deliver exceptional customer experiences.

Skills

Customer service

Excellent communication

Attention to detail

English fluency

Education

Property & Casualty Insurance License

Tools

Zendesk

Kustomer

Gladly

Job description

About Pumpkin

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

Licensed Customer Care Agent - 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.

Benefits

• 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)