Independence Pet Holdings (IPH) / Pets Best is hiring a Senior Customer Service Representative - Late Shift. You will report to the Customer Service Supervisor and be responsible for providing excellent support to policyholders, veterinary clinics, and third parties. You will help new and existing customers understand their services, the claims process, and make policy changes.
What You'll Do
- Respond promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims.
- Build rapport with policyholders by listening, understanding, and responding to their 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 the ability to work in a metric environment and meet performance expectations.
- Maintain understanding of federal and state regulations to include 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.
- Bandwidth/Internet requirements: Up to 50Mbps (Download) | 5Mbps (Upload).
- You must be 18 years or older.
- You must have a high school diploma or equivalent.
- You must be willing to submit to a background investigation as part of the onboarding process.
- You must be able to satisfy the requirements of Section 1033(E) Of the Violent Crime Control and Law Enforcement Act Of 1994.
- 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.
Nice to Have
- Training or education in medical terminology or veterinary technician support.
Team & Environment
Reports to the 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).
- 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 remote position open to candidates within the USA.
IPH and Pets Best provide equal employment opportunities.
