Training Specialist, Customer Experience

2 days ago

Columbus, United States Pumpkin Full time
Pumpkin promises uncompromising care to the cats & dogs we love unconditionally. By helping prevent future health risks and ensuring access to gold-standard veterinary medicine and individualized support when it matters most-we aim to enable $1/2B in life-extending and life-saving treatment over the next five years.

How we're making this happen:

Premium Insurance: Best-in-class coverage to enable the best, most advanced treatments and therapies when it matters most - without compromise

Innovative Wellness Plans: Personalized preventive care products designed with vets to prevent, reduce, and detect health risks earlier to extend quality of life

5-Star Experience: Concierge service & experience powered by pet experts and industry-leading technology to make decisions and providing care stress-free & frictionless

Mission-Driven Culture: We put pets' best interests at the center of everything we do. We dream big and solve big problems. We embrace speed, agility, and fearlessness to jump the highest fences, dig new and bigger holes, and fight for the toys we believe in.

Pumpkin is looking for a Customer Service Trainer to develop, deliver, and oversee training programs aimed at enhancing the skills, knowledge, and effectiveness of our customer service and claims support teams. This role involves designing training materials, coaching team members, and continuously assessing the needs of the staff to ensure they are equipped to handle customer inquiries, resolve claims efficiently, and deliver outstanding customer experiences.

This will be a hybrid position, with a minimum requirement of 2 days a week in the Columbus, OH office.

What You'll Do
    • Provide ongoing coaching and mentoring to customer service and claims staff to improve performance, enhance customer interactions, and resolve issues effectively.
    • Identify individual and team training needs through performance evaluations and feedback.
    • Work closely with the claims team to develop specific training on claims processing, regulatory compliance, and customer communication.
    • Liaise with the product and marketing teams to ensure the customer service team is well-versed in new products, services, and promotions.
    • Monitor customer service metrics and performance data to identify trends and areas for improvement.
    • Conduct training follow-up assessments and provide actionable feedback to employees and management.

What We're Looking For
    • 1+ years experience in a customer service training, learning and development, or similar roles
    • Insurance industry experience required with in-depth knowledge of customer service principles, claims processing, and industry regulations
    • Proficiency in learning management systems (LMS) functionality including training modules, content management, learning paths, etc.
    • Strong presentation and facilitation skills with the ability to engage diverse audiences
    • Ability to analyze performance data and provide actionable insights for improvement.
    • Passion for pets and a genuine interest in pet insurance is highly desirable.

Bonus Points
    • Existing Property & Casualty Producers License
    • Pet Insurance experience
    • Background in veterinary medicine experience

Benefits and Perks:

Comprehensive contributions to medical, dental and vision for colleagues and dependents.

Generous PTO and Paid Holidays

401k with company match.

The opportunity to join a team where every team member has the autonomy and support they need to boss their role and make empowered decisions.

Pet Friendly Offices, Stocked Kitchens, Team Workouts, Team Outings and much more

Pumpkin's Core Values:

Pets Come First: Put what's best for pets at the center of everything we do

Trust the Pack: Help families make empowered pet care decisions

Jump Fences: If there's a will, there's always a way over them

Share Toys: Be generous with our gifts and amazing things will happen

Dig New Holes: Challenge conventions to create the future of pet health care

Pumpkin is proud to be an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other characteristic protected by federal, state or local laws.

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