Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle 70–90 incoming phone calls daily while delivering outstanding customer service.

• Respond to customer emails in a timely manner, addressing inquiries and concerns with professionalism.

• Support other departments with policy procedures and necessary adjustments.

• Educate pet owners about their coverage options and benefits.

• Review claims and manage both new and existing policies through adjustments.

• Work collaboratively with team members by sharing knowledge and resources.

• Navigate emotionally challenging, intense, and stressful situations with composure and resilience.

• Carry out additional tasks as assigned.

⛳️ Requirements

• Strong mental and emotional resilience; capable of managing difficult customer interactions with patience and professionalism.

• Excellent interpersonal and communication abilities, including empathy and the skill to build rapport with customers.

• Adaptability and proficiency in multitasking within a fast-paced and demanding environment.

• Previous experience in a customer service role, preferably in a call center context.

• Basic technical proficiency and comfort with navigating multiple software applications on various screens.

• A genuine desire to positively impact customer experiences and assist them in finding solutions.

• Availability for the M–F 11:30am–8:00pm and Saturday 10:00am–2:00pm EST shifts.

• Full-time commitment required.

• Willingness to complete six weeks of training.

🏝️ Benefits

• Comprehensive full medical, dental, and vision insurance.

• Basic Life Insurance provided at no cost to the employee.

• Company-sponsored short-term and long-term disability insurance.

• 12 weeks of fully paid Parental Leave.

• Health Savings Account (HSA) options available.

• Flexible Spending Accounts (FSA) offered.

• Retirement savings plan included.

• Personal Paid Time Off (PTO) provided.

• Paid holidays and a company-wide Wellness Day off.

• Paid time off for volunteering at nonprofit organizations.

• Pet-friendly office environment.

• Commuter Benefits available.

• Group Pet Insurance options.

• On-the-job training and skills development opportunities.

• Access to an Employee Assistance Program (EAP).