Customer Care Advocate

2 months ago

Columbus, United States Pumpkin, Inc. Full time

**Customer Care Advocate**

Columbus, OH / Operations / Full-time Pumpkin is looking for an amazing **Customer Care Advocate** to join our growing team and support our expansion in an exciting and fast-paced start-up environment. This friendly and motivated individual will be responsible for providing a best-in-show experience for pet parents over various channels including phone, email, text, chat, and social media. The Customer Care Advocate will also play a key role in processing wellness claims and assisting in administrative tasks. Position will be reporting to the Customer Care Manager. **What You'll Do:**

+ Provide exceptional customer care to pet parents across multiple communication channels like phone, email, text, chat and social media, in a timely and efficient manner

+ Educate pet parents to help them understand the benefits and value of pet health insurance

+ Uses problem-solving skills to solve customer issues, rectify poor experiences, and maintain positive relationships with customers

+ Understands company policies and knows when to utilize this information or when to make an exception

+ Provide insurance policy information and non-insurance related information to our customers

+ Proactively seeks opportunities to sell and upsell

+ Process incoming wellness claims in accordance with company policies

+ Process ongoing administrative and fulfillment tasks in accordance with company policies

+ Use ticketing software, back office software, and other digital tools to manage and track performance

+ Data entry for the above tasks

**What We're Looking For:**

+ Excellent verbal and written skills

+ Administrative and computer skills, with great attention to details

+ Prior experience in customer service role involving a high degree of customer interface

+ Experience with ticketing software (Zendesk, Kustomer, Gladly, etc.)

+ Roll-up-your-sleeves mentality does what it takes to get the job done

+ Entrepreneurial interest, a passion for pets and an excitement to work in a start-up

+ Attention to details

+ Willingness and ability to study and pass an insurance license exam; we cover the training and exam costs for you to obtain your Ohio Property & Casualty Insurance License

+ Flexibility and Adaptability

**Bonus Points**

+ **Existing Property & Casualty Insurance Producer License (from any state)**

+ Prior experience in insurance industry (including customer facing or claim administration roles)

+ Prior experience in the pet healthcare industry

+ Proficiency in MS Excel and G-Suite tools

+ Other languages at a fluent level (writing and conversing) - Spanish preferred

**What We're Offering:**

+ Be a part of our mission to create a happier, healthier world for pets & their people

+ 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

+ Comprehensive health, vision, and dental insurance for you and your dependents

+ 401k + company match

+ Pumpkin Insurance and preventative care for every pet in your family

+ Generous PTO

**About Pumpkin:** **We are on a mission to Make the best pet care possible fur all.** Pumpkin is a rapidly growing pet care startup disrupting the $1.7B US pet insurance industry. Pet insurance is growing 17% YOY, yet only 2% of dogs and cats in the US are currently insured. Were looking to change that so that every dog and cat can live the best life pawsible.

**Our Culture & Values** Launched by Zoetis (ZTS), a Fortune 500 company thats the worlds largest animal health company, Pumpkin is led by a team of engineers, product managers, marketers, data experts, designers, and customer care specialists who love and live for our pets and for yours.

**Pets Come First:** Put what's best for pets at the center of everything you do **Trust the Pack:** Help families make empowered pet care decisions **Jump Fences:** If theres a will, theres always a way over them **Share Toys:** Be generous with your gifts and amazing things will happen **Dig New Holes:** Challenge conventions to create the future of pet health care

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