Customer Service Representative - Senior

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. Pets Best, a subsidiary of IPH, is building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet and insurance to make pet care easy. Job Summary: 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. Job Location: Remote - USA Main 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 Qualifications: 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 #LI-Remote #petsbest 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 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) 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.” Apply To This Job