Customer Care Associate

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Job Summary:

Pets Best Insurance Services LLC is seeking a Customer Care Associate who will report to the Supervisor, Customer Service. The Customer Care Associate serves as a key member of our contact center team, addressing customer needs across multiple communication channels — including phone, chat, and email. You will assist pet owners with understanding their pet insurance policies, claims processes, and providing guidance on the next steps, ensuring they feel supported and confident in their coverage. The ideal candidate will be comfortable working remotely, able to navigate technology with ease, and passionate about providing exceptional service to pet owners in need of assistance. 

Job Location: Remote- USA                       

Main Responsibilities: 

• Customer Service Excellence: Provide exceptional service to pet owners via phone, chat, and email inquiries regarding pet insurance policies, claims, and coverage options. Ensure every customer feels valued and supported. 
• Policy Guidance: Educate customers about the various pet insurance products we offer, explaining policy details, coverage options, and premiums in clear, easy-to-understand language. 
• Claims Assistance: Assist pet owners in navigating the claims process, from submitting claims to providing updates and assisting with necessary documentation. 
• Problem Resolution: Address and resolve customer concerns or issues related to claims, policy changes, or billing. Ensure timely follow-ups and customer satisfaction. 
• Accurate Documentation: Maintain detailed records of all customer interactions, claims, and follow-up actions in our CRM system to ensure consistency and accuracy. 
• Technology Use: Leverage our internal systems and technology tools to efficiently manage customer inquiries, update records, and track case progress. Comfort with navigating online platforms and tools is essential. 
• Compliance: Ensure all customer interactions and processes comply with company policies, regulatory requirements, and best practices. 
• Continuous Learning: Participate in ongoing training and development to stay up to date with product offerings, system updates, and industry best practices. 

Basic Qualifications: 

• Experience: 
  • At least 1-2 years of customer service experience, preferably in the insurance industry (pet insurance experience is a plus). 
  • Experience in a customer-facing role (reviewing claims status, insurance contracts and policy management is highly valued). 
• Skills: 
  • Excellent verbal and written communication skills, with the ability to explain complex insurance concepts clearly and concisely. 
  • Strong problem-solving skills and the ability to handle customer inquiries professionally and compassionately. 
  • Attention to detail, particularly when managing claims and updating customer records. 
  • Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment. 
• Technical Proficiency: 
  • Comfortable using CRM systems, email platforms, chat software, and other relevant tools for remote work. 
  • Ability to adapt quickly to new technologies and systems. 
• Education: 
  • High school diploma or equivalent; a bachelor’s degree is a plus. 

Desired Qualifications 

• Call Center Experience 
  • Ability to high contact volumes and switch between tasks smoothly while adapting to changing priorities.  

• Only US residents will be considered for this role

Expected Hours of Work:

Our Customer Care team operates during the following hours: 

• Monday to Friday: 8:00 AM - 9:00 PM EST 

• Saturday: 8:00 AM - 4:30 PM EST 

Please note: Flexibility to work within these hours is required, schedule may include Saturdays.

Remote Work Requirements  

• At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is required; wireless, wired cable or DSL connection is suggested 

• Satellite, cellular and microwave connection can be used only if approved by leadership 

• A dedicated home space, free from distractions/interruptions, is required to protect our customer’s information 

• Due to the nature of working from home, this role will be predominantly sedentary, with limited opportunities for physical activity throughout the day  

Attributes We Value: 

• Compassion: A genuine care for animals and a fervent desire to help pet owners ensure the health and well-being of their pets. 

• Integrity: Transparent, honest communication with customers. 

• Team Spirit: Collaborative mindset and the ability to work well in a team, even in a remote environment. 

• Adaptability: Comfort working in a dynamic, fast-paced environment and adjusting to changes in process or technology. 

• Comfort with Technology: Ability to easily navigate digital tools, platforms, and systems to efficiently assist customers and manage inquiries. 

• Metrics and Goal Orientation: Familiarity with performance metrics such as call handling, quality, adherence and customer satisfaction scores.  

• Customer-Focused: Passionate about providing outstanding service and making a difference in the lives of our customers and their pets. 

Why Join Us at Pets Best? 

• Mission-Driven Culture: Work for a company that is dedicated to the well-being of pets and their owners. You will be part of a team that values your contributions and is united in a common purpose of ending unnecessary pet euthanasia. 

• Career Growth Opportunities: We believe in fostering internal growth and offer opportunities for advancement and professional development. 

• Training & Development: Ongoing education to help you stay up to date on the latest in pet insurance, customer service best practices, and technology tools. 

• Work-Life Balance: We understand the importance of balancing work and personal life, and we support a remote-friendly work environment. 

#li-Remote

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• 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)