Embrace Customer Service Representative

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 Embrace Pet Insurance is seeking a Customer Care Representative who will report to the Manager, Contact Center. The 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. Being part of our Contact Center means you’ll be responding to a high volume of phone calls, emails, and providing support to other departments as needed. Job Location: Remote – USA Main Responsibilities Respond to 70-90 phone calls per day, providing exceptional customer service in every interactionAnswer customer emails promptly, addressing their inquiries and concerns professionallyAssist other departments with policy procedures and adjustmentsHelp Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policiesCollaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resourcesHandle emotionally challenging, intense, and stressful situations with grace and resiliencePerforms other duties as assigned Basic Qualifications Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalismExcellent interpersonal and communication skills, including empathy and the ability to build rapport with customersAdaptability and the ability to multitask in a fast-paced and demanding environmentExperience in a customer service role, preferably in a call center settingBasic level of technical proficiency- being comfortable navigating multiple softwares across multiple screens.A genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns Expected Hours Of Work This is a full-time position: The shift for this position is M-F 11:30am-8:00pm and Saturday 10:00am-2:00pm EST. Training will last for 6 weeks and the training time will be confirmed prior to the hired class starting. Hourly Pay Rate: $20.19. This position is non-exempt and eligible for overtime. This position is not eligible for additional incentive pay. 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 InsuranceBasic Life Insurance at no cost to the employeeCompany paid short-term and long-term disability12 weeks of 100% paid Parental LeaveHealth Savings Account (HSA)Flexible Spending Accounts (FSA)Retirement savings planPersonal Paid Time OffPaid holidays and company-wide Wellness Day offPaid time off to volunteer at nonprofit organizationsPet friendly office environmentCommuter BenefitsGroup Pet InsuranceOn the job training and skills developmentEmployee Assistance Program (EAP) Interview Technology Notice Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use. Text Messaging Notice If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying “STOP.”