Customer Service Representative - Senior

About the position Pets Best is seeking a P&C Licensed Customer Care Representative who will report to the Manager, Customer Care. Customer Care Representatives are responsible for providing excellent customer service support to policyholders, third party referral sources, and veterinary clinics. Supporting new and existing policyholders by explaining services, the claims process, and making policy changes as needed.

Responsibilities

• Responds promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims.
• Builds rapport with policyholder, by using customer service skills to listen, understand and respond to requests and inquiries.
• Works to retain policyholders who inquire about canceling, by making recommendations for policy changes or coverage enhancements.
• Helps policyholders understand their policy coverage, claims processing and reimbursement process.
• Demonstrates ability to work in a metric environment and meeting performance expectations.
• Maintains understanding of federal and state regulations to include compliance.
• Ability to utilize multiple technical systems effectively and efficiently.
• Perform other duties and/or special projects as assigned

Requirements

• 2+ years’ experience in a customer service or customer support role.
• Active Property & Casualty (P&C) Producer License
• Bandwidth/ Internet requirements Up to 30Mbps (Download) | 5Mbps (Upload)
• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to submit to a background investigation as part of the onboarding process
• You must be able to satisfy the requirements of Section 1033(E) Of the Violent Crime Control and Law Enforcement Act Of 1994

Benefits

• 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)