Customer Service Representative

Independence Pet Holdings is a corporate holding company managing a diverse portfolio of modern pet health brands and services. Embrace Pet Insurance is seeking resilient and empathetic Customer Care Representatives to provide exceptional service to clients, assist with policy inquiries, and support the customer journey.

Responsibilities:

• 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
• Being a member of the Contact Center means responding to 70-90 phones calls per day, answering Pet Parent emails, assisting other departments with policy procedures and adjustments, helping Pet Parents understand coverage and options, reviewing claims, maintaining, and adjusting new and existing policies while providing a memorable customer experience
• The Contact Center position is a demanding and important role, and, as with any job, there are tough calls and days. Our ideal candidate will be able to handle themselves with grace and the understanding that customer service is an extremely rewarding position. As cast members at Disney are taught, you must keep personal feelings “backstage” and bring your best forward

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