Bilingual Customer Care Representative
Established in 2021, Doubtless is a corporate holding company that manages a diverse portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. Embrace Pet Insurance is seeking a Spanish‑speaking Bilingual Customer Care Representative to join their Contact Center. This is a full‑time, remote position based in the USA.
About the role
The Bilingual Customer Care Representative is an invaluable part of the customer journey, from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. You’ll respond to a high volume of phone calls, emails, and provide support to other departments as needed.
Responsibilities
- Respond to 70–90 phone calls per day, providing exceptional customer service in every interaction
- Answer customer emails promptly, addressing inquiries and concerns professionally
- Assist other departments with policy procedures and adjustments
- Help pet parents understand coverage and options, review claims, and maintain and adjust new and existing policies
- Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources
- Handle emotionally challenging, intense, and stressful situations with grace and resilience
- Perform other duties as assigned
Requirements
- Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism
- Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers
- Adaptability and the ability to multitask in a fast‑paced, demanding environment
- Experience in a customer service role, preferably in a call center setting
- Basic technical proficiency, comfortable navigating multiple software applications across multiple screens
- A genuine desire to make a positive impact on customers’ experiences and help them find solutions
- Proficiency in both English and Spanish (reading, writing, and speaking smoothly and without hesitation)
Schedule
Full‑time, Monday–Friday 11:30 am–8:00 pm and Saturday 10:00 am–2:00 pm EST. Training lasts 6 weeks; training schedule will be confirmed before the hired class starts.
Benefits
- Comprehensive 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)