[Hiring] Licensed Customer Care Agent @Independence Pet Group

Role Description

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.
• Use 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.

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.

Requirements

• Hourly Pay Rate: $20.19.
• This position is non-exempt and eligible for overtime.
• This position is not eligible for additional incentive pay.

Benefits

• 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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