Licensed Customer Care Agent- Evening Shift

Independence Pet Group; United States; Remote; USD 2,755,000 - 3,168,000; Full time

Benefits offered by this job

Healthcare

Parental leave

Wellness Day off

Paid time off

Paid holidays

Retirement plan

Pet-friendly environment

Employee training and development

EAP

Job summary

Independence Pet Group seeks a Licensed Customer Care Agent to handle insurance and non-insurance inquiries via phone, email, text, chat, and social media. The role emphasizes processing enrollments, claims, and fulfillment tasks on a 12:00-8:30pm EST shift.

You will use Zendesk/Kustomer/Gladly for ticketing across channels and must deliver an exceptional customer experience while adhering to policies. This is a remote US opportunity.

Qualifications

• Prior experience in a customer service role with high customer interaction.
• Excellent verbal and written communication skills.
• Strong attention to detail and administrative capabilities.
• Entrepreneurial mindset and passion for pets.
• Existing Property & Casualty Insurance License.
• Willingness to work in a remote United States environment.

Responsibilities

• Provide exceptional customer care across phone, email, text, chat and social channels.
• Resolve issues using problem-solving and maintain positive customer relationships.
• Explain policies and assist with claims and enrollment information.
• Educate customers on product offerings and help them consider additional coverages.
• Process enrollments, claims and fulfillment tasks following company policies.
• Utilize ticketing and back-office software to track and complete tasks.

Skills

Customer service

Communication skills

Attention to detail

Administrative skills

Entrepreneurial mindset

Insurance license

Pet passion

Tools

Zendesk

Kustomer

Gladly

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

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:

• 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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