Remote Pet Insurance Customer Service Associate

*Property & Casualty License required to apply.

*This is a commission eligible position.

Our client, Fetch Pet Insurance, is a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice. We are assisting Fetch in their search for

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? - through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.

At Fetch, we strive to serve our customers where they prefer to be met. In addition to the self-serve options we make available online and through our app, customers may reach out for a live interaction with one of our talented Call Center Service Agents in our (virtual) customer support center. Our support agents are the cornerstone of our service. They help our customers navigate through questions about billing, claims, technical support, and general inquiries. They also educate our customers about the various ways they can seek support, including the use of our online tools, IVR, and their account portal. We strive to delight our customers through each interaction we have and our Call Center Service Agents take advantage of these live interactions to remind our customers that we truly value the opportunity to support their four-legged companions.

Our business is growing, and we are looking for compassionate professionals that want to join a team that works hard and celebrates success! If you are someone that has call center experience and thrive in a busy environment that may require you to support inbound calls for part of the day and emails and outbound calls at other times, then this may be the role you have been waiting for! This unique opportunity gives in-depth visibility to the needs of our customers and the ways in which we can support them. While the primary activities of this role involve handling a high volume of incoming calls, there are other daily tasks that range from calling customers that have left messages or submitted email inquiries, to researching the status of claims reimbursement requests. We value teamwork and also recognize individual success.

You will have an opportunity to hone your soft skills and develop new skills as you learn the ins-and-outs of Fetch pet insurance, as well as the desktop tools developed for our customer support groups and the customer-facing technology that supports our pet parents. We support our call center teams with job aids, weekly knowledge updates, and individual coaching. Your success is our success!

PRIMARY RESPONSIBILITIES.

• Utilize Fetch operating standards, call flows and knowledge base information, to support customer inquiries
• Maintain product knowledge through self-directed training and by accessing desktop tools
• Follow guidelines to achieve goals, optimizing every customer interaction
• With each interaction, act as a brand ambassador, strengthening the positive feelings customers have about Fetch pet insurance
• Treat every interaction with professionalism and sincere concern for the outcome
• Actively collaborate with your immediate team and raise awareness of issues affecting the customer experience
• Participate in team meetings, elevating ideas around how to create a more productive work flow and/or work environment
• Take advantage of upskilling opportunities, which may include additional insurance credentials

DAY-TO-DAY RESPONSIBILITIES.

• Take a high volume of inbound calls, giving each customer your full attention and working toward a first call resolution
• Follow-up with policy holders through outbound calls and emails
• Demonstrate professionalism and accountability with each interaction
• Track your daily progress against set goals
• Must be able to work a minimum of 40-42 hours per week with varied shifts, ranging from 8 AM-8 PM ET daily