Spanish Bilingual Customer Care Agent

Established in 2021, Doubtless 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 Spanish Bilingual Customer Care Representative who will report to the Manager, Contact Center. The Bilingual 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.Proficiency in both English and Spanish- reading, writing, and speaking both languages smoothly and without h

esitation

Hourly Pay Ra

te: $20.19.

This position is eligible for a bilingual pay differential for candidates who meet language proficiency r

equirements.

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 InsuranceBasic Life Insurance at no cost
• to the employeeCompany paid short-term and long
• -term disability12 weeks of 100% pai
• d Parental LeaveHealth Savin
• gs Account (HSA)Flexible Spendin
• g Accounts (FSA)Retirem
• ent savings planPerson
• al Paid Time OffPaid holidays and company-wide
• Wellness Day offPaid time off to volunteer at nonprof
• it organizationsPet friendly of
• fice environmentC
• ommuter BenefitsGro
• up Pet InsuranceOn the job training and sk
• ills developmentEmployee Assistan

ce Program (EAP)

Interview

Technology Notice

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our re

cruitment process.

By continuing with the interview, you c

onsent to this use.

T

ext Messaging Notice

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me by replying “STOP.”