Pets Best, a subsidiary of Independence Pet Holdings, is hiring a Senior Customer Service Representative for the early shift to provide excellent support to policyholders, third-party referral sources, and veterinary clinics. You will support new and existing policyholders by explaining services, the claims process, and making policy changes as needed.
What You'll Do
- Respond promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims.
- Build rapport with policyholders, using customer service skills to listen, understand, and respond to requests.
- Work to retain policyholders who inquire about canceling by recommending policy changes or coverage enhancements.
- Help policyholders understand their policy coverage, claims processing, and reimbursement process.
- Demonstrate ability to work in a metric environment and meet performance expectations.
- Maintain understanding of federal and state regulations, including compliance.
- Utilize multiple technical systems effectively and efficiently.
- Perform other duties and special projects as assigned.
What We're Looking For
- 2+ years experience in insurance claims processing or customer support.
- Active Property & Casualty (P&C) Producer License.
- Prior experience working in a contact center environment.
- Strong customer service skills.
- Excellent oral and written communication skills.
- Ability to review, record, and organize written data from a variety of sources with no prescribed format.
- You must be 18 years or older with a high school diploma or equivalent.
- You must be willing to submit to a background investigation as part of onboarding.
- You must be able to satisfy the requirements of Section 1033(E) of the Violent Crime Control and Law Enforcement Act of 1994.
- Bandwidth/Internet requirements: Up to 50Mbps (Download) | 5Mbps (Upload).
Nice to Have
- Training or education in medical terminology or veterinary technician support.
Team & Environment
This role reports to a Customer Service Supervisor.
Benefits & Compensation
- 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) and 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).
Work Mode
This is a fully remote position open to candidates anywhere in the USA.
Pets Best is an equal opportunity employer.
