Customer Care Representative

Company OverviewEstablished in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse portfolio of modern pet health brands and services across North America, including insurance, pet education, lost pet recovery services, and more.We believe pet insurance is more than a financial product. We build solutions that simplify the pet parenting journey while helping 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, omni-channel approach includes our own insurance carrier, insurance brands, and partner brands.Embrace Pet Insurance is seeking a Customer Care Representative who will report to the Manager, Contact Center. This role is a critical part of the customer journey—from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. As part of the Contact Center team, this position involves responding to a high volume of phone calls and emails and providing support to other departments as needed.Main ResponsibilitiesRespond to 70–90 phone calls per day while providing exceptional customer service in every interactionAnswer customer emails promptly, addressing inquiries and concerns professionallyAssist other departments with policy procedures and adjustmentsHelp pet parents understand coverage and options, review claims, and maintain or adjust new and existing policiesCollaborate with team members by sharing knowledge and resources to support a productive work environmentHandle emotionally challenging, intense, and stressful situations with professionalism and resiliencePerform other duties as assignedBasic QualificationsStrong mental and emotional resilience; ability to manage challenging customer interactions with patience and professionalismExcellent interpersonal and communication skills, including empathy and rapport-building with customersAdaptability and ability to multitask in a fast-paced environmentPrevious experience in a customer service role, preferably in a call center settingBasic technical proficiency, including comfort navigating multiple software applications across multiple screensGenuine desire to positively impact customer experiences and help resolve concernsExpected Hours of WorkFull-time positionSchedule: Monday–Friday: 11:30 AM – 8:00 PM ESTSaturday: 10:00 AM – 2:00 PM ESTTraining will last six weeks; training hours will be confirmed prior to the start of the hired classBenefitsAll roles include comprehensive benefits, which may vary by work location and include:Comprehensive medical, dental, and vision insuranceBasic life insurance at no cost to the employeeCompany-paid short-term and long-term disability12 weeks of 100% paid parental leaveHealth Savings Account (HSA)Flexible Spending Accounts (FSA)Retirement savings planPersonal paid time offPaid holidays and company-wide Wellness Day offPaid time off to volunteer at nonprofit organizationsPet‑friendly office environmentCommuter benefitsGroup pet insuranceOn-the-job training and skills developmentEmployee Assistance Program (EAP)