Customer Experience Specialist - PetTeam

Start date: February 10, 2025

Training: Monday - Friday; 8:30 - 5pm EST; for the first 6 weeks

Shift after training concludes: 12:30 - 9pm EST; 5 days a week, must include Saturday & Sunday (weekend shifts 10 - 7pm EDT).

2 consecutive days off during the week to compensation for weekend work. Specific days off will be decided during training.

Role Value Proposition:

The Customer Experience Specialist will work directly with pet parents to provide solutions to their pet insurance needs and act as a liaison for internal departments such as claims, billing and sales. He or she will work to improve customer retention by problem solving, educating, and providing a WOW! experience for their customer.

Key Responsibilities:

· Manage inbound email, chat and phone inquiries from our customers, for the purpose of providing quality customer service.

· Handle all interactions promptly and effectively, focusing on one-call resolution and engagement.

· Build strong knowledge of services offered by continuously learning in order to assist in policy and claims details.

· Act as a liaison for internal departments such as claims, billing and sales by answering questions and escalating any possible issues up to be resolved.

· Focus on customer retention by overcoming objections to cancel policies, sharing the why behind resolution and providing the with a WOW! experience.

· Complete various projects per management request.

· Will perform all other duties as assigned.

Essential Business Experience and Technical Skills:

· Strong computer background using MS Word, Excel, Outlook and Internet.

· Demonstrated passion for excellence with respect to treating and caring for customers.

· Ability to operate in a fast-pace, multi-tasking environment with deadlines.

· Strong written, verbal, interpersonal, and phone communication skills.

· Excellent tracking, follow-up, negotiating, and relationship building skills.

· Demonstrated ability to consistently overcome objections.

· Articulate, professional, and possesses a strong quality mindset with attention to detail.

· Ability to learn quickly (to include our proprietary CRM system for managing customers).

· Proven history of adherence to corporate policies, procedures, and guidelines.

· Flexible schedule requirements, with the ability to work evenings, holidays, and weekends.

· Proven attendance reliability.

Required:

· High School Diploma or Equivalent

· 2+ years of customer service experience

· Strong computer skills and ability to navigate multiple systems

Preferred:

· Insurance industry experience

• Contact Center experience