Customer Care Agent

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

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- please be prepared to provide your valid and active NPN.

#LI-Remote

#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:

• 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)

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