Customer Care Representative

ompany OverviewEstablished 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 pet 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 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 and 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. 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 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, 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 to ensure a supportive and efficient work environment by sharing knowledge and resourcesHandle emotionally challenging, intense, and stressful situations with grace and resiliencePerform other duties as assignedBasic QualificationsStrong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalismExcellent interpersonal and communication skills, including empathy and the ability to build rapport with customersAdaptability and the ability to multitask in a fast-paced and demanding environmentExperience in a customer service role, preferably in a call center settingBasic technical proficiency, including comfort navigating multiple software applications across multiple screensA genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concernsExpected Hours of WorkThis is a full-time position. The shift for this role is Monday through Friday from 11:30 AM to 8:00 PM EST and Saturday from 10:00 AM to 2:00 PM EST. Training will last six weeks, and training hours will be confirmed prior to the start of the hired class.BenefitsAll of our jobs come with great benefits, including healthcare, parental leave, and opportunities for career advancement. Some offerings are dependent upon your work location and may 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)