What are the responsibilities and job description for the Customer Support Specialist (Pet Insurance) - Hybrid position at Prudent Pet?
Customer Support Specialist (Pet Insurance) – Hybrid
About Us
At Prudent Pet Insurance Agency, we believe pets are family. Our mission is to provide peace of mind to pet parents through simple, reliable coverage and exceptional service. We are a fast-growing, customer-focused organization looking for passionate individuals who thrive in a dynamic environment.
Position Overview
We are seeking an experienced Customer Support Specialist to join our call center team. This role is ideal for someone who excels in high-volume, fast-paced environments, can confidently navigate challenging customer interactions, and is passionate about delivering exceptional service.
You will serve as a key point of contact for policyholders, supporting policy inquiries, billing, and claims-related questions, while partnering closely with our Sales and Claims teams.
This is a hybrid position (3 days in-office in Downers Grove, IL and 2 days remote).
Key Responsibilities
- Handle high-volume inbound calls, chats, and tickets from policyholders and prospective customers
- Provide support on policy coverage, billing, and claims status/explanations
- Guide customers through the claims submission process, ensuring accuracy and completeness
- De-escalate and resolve complex or sensitive customer concerns with professionalism and empathy
- Investigate and interpret policy details to provide clear, accurate information to customers
- Document all interactions thoroughly in internal systems
- Partner with Claims and Sales teams to ensure seamless customer experience
- Assist with payment collections, outreach initiatives, and customer retention efforts
- Identify trends and provide feedback to improve processes and customer satisfaction
What We're Looking For
- 5 years of customer service experience (call center/high-volume environment strongly preferred)
- 2 years of insurance experience (P&C preferred; pet insurance a plus)
- Proven ability to handle difficult or emotional customer interactions in a calm, solutions-focused manner
- Ability to work efficiently under pressure in a fast-paced environment
- Strong communication skills with the ability to explain complex information clearly
- Highly organized with strong multitasking and problem-solving skills
- Comfortable navigating multiple systems simultaneously while on calls
- Veterinary or pet health experience is a plus
What Sets You Apart
- You remain calm and professional in high-stress situations
- You take ownership of customer issues and follow through to resolution
- You are adaptable and thrive in a growing, evolving environment
- You genuinely care about helping people and their pets
Work Environment & Schedule
- Hybrid: 3 days in-office (Downers Grove), 2 days remote
- Schedule between 8:00 AM – 6:00 PM (rotating shifts)
- Fast-paced, metrics-driven call center environment
Why Join Prudent Pet?
- Base salary monthly bonus opportunities
- Comprehensive benefits (medical, dental, vision)
- PTO flexible scheduling
- Employee discount on pet insurance
- Growth opportunities within a rapidly expanding company
- Collaborative, energetic, and supportive team culture