Customer Service Representative

Embrace Pet Insurance provides pet insurance products and services to support pet parents and improve pets' well-being. The Customer Care Representative supports the customer journey by handling high-volume phone calls and emails, assisting with policy changes and claim inquiries, and supporting other departments.

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
• 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
• 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
• preferably in a call center setting