Customer Support Specialist-Vet Tech

About Our Company and Team

At Prudent Pet Insurance Agency, we want our pets to enjoy great health and receive the best medical care possible throughout their lives. Like so many people today, we consider our pets to be members of the family and want to do whatever it takes to keep them safe.

Knowing your options when it comes to pet insurance policies means you can protect your pet, your finances, and your overall pet care experience. That's why we offer policies that are easy to understand, easy to buy and easy to use. And what makes us truly unique is an outstanding, caring, and diverse team that allows us to provide the best of everything to our policy holders.

We provide nationwide, customer centric service and are constantly looking to grow our team with those that are as passionate about pets as we are. We are searching for those with stellar personalities, unique perspectives, and those who understand the value of teamwork - all with the focus of pet health at top of mind.

We do what we love, and we love what we do Join the #PrudentPetFam and help our policy holders keep their promise to their pets.

Why Prudent Pet?

If you are looking for a fast, fun, dynamic company that thrives on team involvement, pet passion, and fostering creativity, you have found your dream job. What do we offer in return? Plenty, but check out some highlights below:

• Base Salary plus monthly bonus opportunities

• Generous benefits package including medical, dental and vision

• An immediate PTO bank to use as well as flexible schedules

• Employee discount on your pet insurance

• Opportunities for sharing your knowledge and experience across the entire organization

• A seat in a small, fast-growing company with opportunities for growth, leveraging your creativity, and promotions from within.

• Being a part of an inspiring, brilliant, entertaining, highly efficient and productive culture that you can find nowhere else

This is a career to get excited about

About the Role - Customer Support Specialist

We are looking for an experienced veterinary technician (or equivalent pet health experience) who is looking to grow in their career while still helping people take care of their furry family members. The Customer Support Specialist will join our Customer Service team, work closely with our Sales and Claims teams, and should have a strong background in pet health, certified vet tech experience preferred. Insurance experience is a plus but not required. It is essential the candidate possess prior experience navigating difficult customer conversations toward positive resolutions. The right candidate has at least 5 years of customer service experience, 5 years of pet health experience, general knowledge of insurance processes, is an expert at communicating, extremely organized, desire to take on additional projects as needed and has strong analytical and problem-solving skills.

It is a core part of Prudent Pet's mission to be a customer centric organization. This means we strive for a positive customer experience at every stage of the customer journey. This Customer Support Specialist role is crucial to this mission and requires a unique drive and desire to make certain every interaction, both internal and external, is handled professionally, positively, and results in the best possible outcome.

This role works Monday through Friday during regular business hours. We are hiring immediately, and this Customer Service position works from home 2 days per week and in our Downers Grove location 3 days per week.

Core Responsibilities

• Works together with the Customer Service team to provide exceptional customer centric service to both the insured and other external parties to ensure a positive experience is the result.

• Handle inbound calls, texts, emails, and chats from existing policy holders, potential clients, and other external parties.

• Respond to initial complaints from policy holders and customers relating to our product and service, providing feedback to management regarding customer issues.

• Resolve customer issues ethically, professionally, and perform diligent follow up to ensure resolution is complete.

• Analyze and investigate complicated insurance claims with respect to policy limits and terms to understand what should be appropriately communicated to the insured.

• Works together with the Customer Service team to support other related business initiatives of the ownership group.

• Assist with failed payment collection and white glove outreach initiatives.

• Identify customers' needs to achieve satisfaction and/or improve processes.

• Be a vital resource to both our claims and sales teams to streamline workflows for best costumer outcome.

• Ask customers for reviews and referrals.

• Performs all other duties as assigned.

Principal Working Relationships

• Reports directly to AVP of Operations

• Daily involvement with key home office employees including senior leadership

• Works as a significant part of a thriving Downers Grove office Customer Service Support Team

• Frequent interaction supporting both the Claims and Sales Teams

Qualifications

• 5 years Vet Tech or Pet Health experience required

• 5 years of customer service experience including successfully handling delicate and sensitive issues required

• P&C Insurance experience a plus

• Technically savvy, able to trouble shoot technical issues

• Associates degree or similar relevant experience

• Excellent communicator, willing and able to patiently answer any insurance policy question, navigate complicated insurance claims explanations, and empathize with customers as needed.

• Expert in managing multiple platforms simultaneously both in the office and while working remotely.

• Possess a can-do, take-charge, energetic, and positive attitude, even in challenging situations.

• It is critical that this person be flexible and can mold and adapt their processes as we continue to determine efficiencies.

• Flexibility on hours/weekends is preferred, must be able to work both in the office and remote.

Core Competencies

Based upon the responsibilities outlined, candidates should possess the following core competencies:

• Achievement Orientation-the capacity to be energized and excited by challenging goals and a concern for surpassing a standard of excellence.

• Disciplined Action-acting proactively, which includes going beyond what is required for the job. It includes a willingness to act decisively and boldly to drive the business forward and attain exemplary levels of production.

• Relationship Development-demonstrate an ability to develop and maintain relationships with policy holders immediately.

• Collaborating With Others-the ability to create and sustain positive working relationships with others. It includes taking the initiative to establish relationships and strengthen them even when working remotely. In addition, it suggests a personal commitment to establishing an optimal working environment.

• Professionalism- the ability to conduct business in a consistently professional manner. Being able to demonstrate integrity, honesty, and enthusiasm at all times.

• Time Management- the ability to carry out customer service tasks with a positive attitude to achieve or exceed standards and goals set by the company.

• Respect for Diversity- Supports a culture of diversity by fully utilizing the potential of all employees regardless of background or ethnicity. Will treat all employees, customers, and vendors with dignity and respect.

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