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 Summa
ry
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 need
ed.
Job Location: Remote –
USA
Main Responsibil
- ities
Respond to 70-90 phone calls per day, providing exceptional customer service in every inter - actionAnswer customer emails promptly, addressing their inquiries and concerns professi
- onallyAssist other departments with policy procedures and adjus
- tmentsHelp Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing po
- liciesCollaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and res
- ourcesHandle emotionally challenging, intense, and stressful situations with grace and resi
- liencePerforms other duties as as
signed
Basic Qualifi
- cations
Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and profess - ionalismExcellent interpersonal and communication skills, including empathy and the ability to build rapport with c
- ustomersAdaptability and the ability to multitask in a fast-paced and demanding env
- ironmentExperience in a customer service role, preferably in a call center
- settingBasic 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 Hour
- s 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 Ra
te: $20.19.
This position is non-exempt and eligible f
or overtime.
This position is not eligible for additional i
ncentive 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 v - ision InsuranceBasic Life Insurance at no cost
- to the employeeCompany paid short-term and long-
- term disability12 weeks of 100% paid
- Parental LeaveHealth Saving
- s Account (HSA)Flexible Spending
- Accounts (FSA)Retireme
- nt savings planPersona
- l Paid Time OffPaid holidays and company-wide W
- ellness Day offPaid time off to volunteer at nonprofi
- t organizationsPet friendly off
- ice environmentCo
- mmuter BenefitsGrou
- p Pet InsuranceOn the job training and ski
- lls developmentEmployee Assistanc
e Program (EAP)
Interview T
echnology Notice
Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our rec
ruitment process.
By continuing with the interview, you co
nsent to this use.
Te
xt Messaging Notice
If you provide a mobile phone number, you may receive job-related communications via text message. Message and d
ata rates may apply.
You may opt out of text communications at any tim
