Customer Care Representative

ompany Overview

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 pet 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 while helping 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 includes our own insurance carrier, insurance brands, and partner brands.

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 responding to a high volume of phone calls and emails and providing support to other departments as needed.

Main 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 or adjust new and existing policies
• Collaborate with team members to ensure a supportive and efficient work environment by sharing knowledge and resources
• Handle emotionally challenging, intense, and stressful situations with grace and resilience
• Perform other duties as assigned

Basic Qualifications

• 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 and demanding environment
• Experience in a customer service role, preferably in a call center setting
• Basic technical proficiency, including comfort navigating multiple software applications 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 role is Monday through Friday from 11:30 AM to 8:00 PM EST and Saturday from 10:00 AM to 2:00 PM EST. Training will last six weeks, and training hours will be confirmed prior to the start of the hired class.

Benefits

All of our jobs come with great benefits, including healthcare, parental leave, and opportunities for career advancement. Some offerings are dependent upon your work location and may include:

• 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)