Customer Service Representative

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

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
• At least one year of experience in a customer service role, preferably in a call center setting
• 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)