[Hiring] Shelter Sales Success Associate @Fetch

Role Description

As a Shelter Sales Success Team Member, you’ll be responsible for executing outbound calls and emails to new policyholders who recently purchased their Fetch policy through one of our shelter partners. Your goal will be to drive early customer engagement, guide onboarding, and help customers experience the full value of their Fetch coverage from day one.

You’ll play a critical role in reducing early churn by connecting customers to their benefits — including portal logins, perks, and other offers — while providing caring, knowledgeable support. If you’re motivated by helping customers, love pets, and have strong communication and retention skills, this is the perfect opportunity to make an impact!

Responsibilities:

• Drive higher retention rates in targeted shelters, maintaining lower churn rates across the shelter organization by way of your work.
• Execute outbound calls and emails to new policyholders to support early onboarding and engagement.
• Proactively contact customers within their first week to encourage portal logins, perks adoption, and awareness of Fetch benefits.
• Clearly and effectively communicate the value proposition and Fetch member and policy benefits.
• Guide customers through onboarding steps to ensure they understand and utilize their policy features.
• Respond to policyholder inquiries about Fetch programs with expertise and professionalism.
• Collaborate closely with the Shelter Sales and Retention teams to ensure a seamless customer experience.
• Document call outcomes, customer interactions, and pertinent details accurately within our systems.
• Follow guidelines to achieve goals, capitalizing on every opportunity to onboard a shelter policyholder.
• Adhere to communication standards and best practices to ensure excellent customer experiences.
• Maintain comprehensive knowledge of Fetch programs and company offerings.
• Partner with managers and supervisors to achieve outbound program objectives.
• Handle returned calls and callbacks when needed.
• Contribute to a positive and supportive team environment.

Qualifications

• 7+ years of experience in…
• Proven track record of…
• Proficiency in…
• Strong strategic thinking and collaboration skills…
• Experience working in a fast-paced marketing environment…
• Innovative, resourceful, driven, and passionate about your craft…

Requirements

• Required 12 months of experience in Property & Casualty (P&C) Insurance.
• A minimum of one (1) year of selling insurance products.
• Shelter selling experience required.
• Excellent verbal communication, empathy, and active listening skills.
• Proven ability to guide customers through onboarding or service-related processes.
• Strong interpersonal skills and the ability to build rapport quickly.
• Comfortable making outbound calls and engaging with customers over the phone.
• Ability to handle objections and address customer concerns professionally.
• Strong organizational skills, communication skills, and attention to detail.
• A positive attitude, resilience, and a strong work ethic.
• Ability to manage time for maximum results and to work independently.

Benefits

• Comprehensive Medical, dental, and vision plan for you and your family.
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available.
• Highly competitive 401(k) matching.
• Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days.
• Paid company (9) holidays, including (1) floating holiday.
• Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year.
• Educational Assistance Program.
• Fetch Discount Perks Program.
• Volunteering - earn up to 8 hours per calendar year at nonprofit organizations.
• NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible.
• Employee Referral Incentive.
• Tuition Assistance.
• Commuter Benefits.
• Employee Assistance Program (EAP).