Key skills
Communication
About this role
Role Overview
- Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction
- Answer customer emails promptly, addressing their inquiries and concerns professionally
- Assist other departments with policy procedures and adjustments
- Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies
- Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources
- Handle emotionally challenging, intense, and stressful situations with grace and resilience
- Performs other duties as assigned
Requirements
- Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism
- Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers
- Adaptability and the ability to multitask in a fast-paced and demanding environment
- Experience in a customer service role, preferably in a call center setting
- Basic 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.
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)