Key Facts

Remote From:

Full time

English

Hard Skills

Microsoft Bookings Enrollment Management Underwriting Claims And Litigation Management Data Entry Office Management Short Message Peer-To-Peer Cross-Selling Social Media Management Performance Management Policy Enforcement Service Fulfillment Microsoft Dynamics CRM Insurance Products Zendesk Help Desk Support Online Communication

Other Skills

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Customer Service
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Entrepreneurship
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Non-Verbal Communication
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Strong Work Ethic
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Organizational Skills
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Detail Oriented
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Computer Literacy
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Problem Solving

Roles & Responsibilities

Prior experience in a customer service role involving a high degree of customer interface
Experience with ticketing software (Zendesk, Kustomer, Gladly, etc.)
Excellent verbal and written communication skills
Property and Casualty Insurance License

Requirements:

Provide exceptional customer care across multiple communication channels (phone, email, text, chat, and social) in a timely and efficient manner
Use problem-solving skills to resolve customer issues, rectify poor experiences, and maintain positive relationships; understand company policies to ensure all claims and policies are compliant and to know when to make an exception
Process new customer enrollments, incoming claims, and ongoing fulfillment tasks in accordance with company policies; educate customers on full product offerings and identify opportunities to upsell additional coverage
Utilize ticketing software, back office software, and other digital tools to manage and track performance; perform data entry for related tasks

Independence Pet Group

Insurance

About Independence Pet Group

At Independence Pet Group® (IPG), we are dedicated to elevating the world’s understanding of pets and how to care for them. We are uniquely positioned as North America’s third-largest pet insurance organization* and a leading pet adoption software provider to assist pet owners as they make care-related decisions throughout their pet’s life. The portfolio of brands and services that we own and partner with helps us further our mission to strengthen the bond between pets and their people. They include:• 24Pet• AKC Pet Insurance• ASPCA Pet Health Insurance• Chameleon• Figo• Hartville Pet Insurance• Independence American Insurance Company• Pet Cloud• Pethealth• Petkey• PetPartners• PetPlace• PetPoint• Pets Plus Us• Third Party PetOur mission to strengthen the bond between pets and their people is at the core of our company culture and translates into our innovative products and services. Guided by our values of belonging, collaboration, independence, growth, empathy, simplicity, and adventure: We cultivate a sense of Belonging by recognizing team members, making them feel accepted, and celebrating what makes them unique. We encourage Collaboration as we strive to create a natural interdependence between all of our brands, teams, and employees. We celebrate Independence and give a runway to our team members to spread their wings and explore, returning ready to share what they have learned. We recognize that investing in the development of our team members spurs Growth everywhere. We acknowledge that if we lead with Empathy, we’ll build bridges and long-term connections. We strive to cut through the noise and find Simplicity in everything we do. We employ an enterprising mindset, an Adventure that pushes us past our comfort zones and leads us to new realizations.*Based on 2021 NAPHIA premium data.

Company type: Large

Industry: Insurance

Founded: 2018

Company size: 1001 - 5000

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Job description

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:

Pumpkin is seeking an Insurance Agent who will report to the Supervisor, Customer Care. This friendly and motivated individual will be responsible for researching and responding to insurance and non-insurance customer service inquiries over phone, email, text, chat, and social media. The Customer Service Representative will also play a key role in processing new customer enrollments, claims and fulfillment tasks. The ideal candidate is friendly, motivated, and always looking for new ways to provide an exceptional experience.

Job Location: Remote – United States

Shift: 10am-6:30pm EST

Main Responsibilities:

Provide exceptional customer care to customers across multiple communication channels like phone, email, text, chat and social, in a timely and efficient manner
Uses problem-solving skills to solve customer issues, rectify poor experiences, and maintain positive relationships with customers
Understand company policies to ensure all claims and policies are compliant and/or know when to make an exception
Answer customer questions and provide insurance and non-insurance related information
Educate customers on our full product offerings and take the initiative to help them buy additional coverage
Process new customer enrollments, incoming claims, and ongoing fulfillment tasks in accordance with company policies
Use ticketing software, back office software, and other digital tools to manage and track performance
Data entry for the above tasks
Other duties as assigned

Basic Qualifications:

Prior experience in customer service role involving a high degree of customer interface
Experience with ticketing software (Zendesk, Kustomer, Gladly, etc.)
Roll-up-your-sleeves mentality – does what it takes to get the job done
Excellent verbal and written skills
Administrative and computer skills
Great attention to detail with every task
Entrepreneurial interest and a passion for pets
Existing Property & Casualty Insurance License

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#Pumpkin

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: