Customer Care Embracer

Company Overview:

Embrace Pet Insurance is redefining pet health insurance in the U.S. through open and honest communication, products that live up to the trust our pet parents put in them, and personal but professional customer service. Our culture is based on our nine core values that you can read in more detail here https://www.embracepetinsurance.com/about-us

Embrace is a 10-time NorthCoast 99 winner, an annual recognition program that honors 99 great workplaces for top talent in Northeast Ohio, and 8-time winner of Cleveland.com’s Top Work Places.

Job Summary

Embrace Pet Insurance is looking for Customer Care Representatives! The Contact Center is the nerve center of Embrace. You will assist Pet Parents in every stage of the customer journey, from beginning stages of researching pet insurance to helping make changes to existing policies and everything in between.

#LI-BD1

#LI-Remote

The ideal Customer Care Representative is customer centric, extremely fast paced, empathetic, patient, and focused.

Applicants must possess the following qualities:

• The ability to learn and retain large amounts of information and apply it logically to a variety of unpredictable situations.
• The desire to treat each Pet Parent as your personal responsibility and make sure they have a wonderful and memorable experience.
• The ability to take the fast pace in stride and thrive on a bit of organized chaos.
• Authenticity and respect. You must be able to respond (in writing and on the phone) with compassion, empathy, understanding, humor, or whatever else the situation demands in real time situations – no robots, no scripts.
• The ability to multi-task without distraction. Try sending an email to someone thanking them for a response while on the phone with someone else talking about something else – this is the pro-level multi-tasking we’re looking for.

Being a member of the Contact Center means responding to 70-90 phones calls per day, answering Pet Parent emails, assisting other departments with policy procedures and adjustments, helping Pet Parents understand coverage and options, reviewing claims, maintaining, and adjusting new and existing policies while providing a memorable customer experience.

The Contact Center position is a demanding and important role, and, as with any job, there are tough calls and days. Our ideal candidate will be able to handle themselves with grace and the understanding that customer service is an extremely rewarding position. As cast members at Disney are taught, you must keep personal feelings “backstage” and bring your best forward.

This 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. This position is overtime eligible.

For this position, Embrace pays for the class that you must take to become licensed in Property and Casualty insurance

Remote Locations: This job can be done anywhere in the US, the following locations are just a few samples.

• Cleveland, Ohio
• Cincinnati, Ohio
• Detroit, Michigan
• Salt Lake City, Utah
• Pittsburgh, Pennsylvania
• Philadelphia, Pennsylvania
• Colorado
• Chicago, Illinois
• Dallas, Texas
• Henderson, Nevada