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Veterinary Customer Care Representative

2 months ago

Downers Grove, Illinois, United States Prudent Pet Full time
Job Overview

About Our Organization

At Prudent Pet Insurance Agency, we are dedicated to ensuring that pets receive optimal health care and enjoy a fulfilling life. Like many pet owners, we regard our pets as family members and strive to keep them safe and healthy.

Understanding the various options available in pet insurance policies empowers you to safeguard your pet, your finances, and your overall pet care experience. Our policies are designed to be straightforward, accessible, and user-friendly. What truly sets us apart is our exceptional, compassionate, and diverse team, which enables us to deliver the highest quality service to our policyholders.

We provide nationwide, customer-focused service and are continuously seeking to expand our team with individuals who share our passion for pets. We are looking for team members with outstanding personalities, unique viewpoints, and a strong appreciation for collaboration, all while prioritizing pet health.


Why Choose Prudent Pet?

If you are in search of a vibrant, engaging, and dynamic workplace that values teamwork, pet enthusiasm, and encourages creativity, you have found the right place. Here are some of the benefits we offer:

  • Competitive salary with monthly bonus potential
  • Comprehensive benefits package including medical, dental, and vision coverage
  • Immediate access to paid time off
  • Employee discounts on pet insurance
  • Opportunities to share your expertise across the organization
  • A role in a rapidly growing company with avenues for advancement, creativity, and internal promotions
  • Be part of an inspiring, talented, and productive culture that is unmatched

This is an exciting career opportunity.


Role Overview - Customer Support Specialist

We are seeking a skilled veterinary technician (or equivalent experience in pet health) who is eager to advance their career while assisting pet owners in caring for their beloved companions. The Customer Support Specialist will be an integral part of our Customer Service team, collaborating closely with our Sales and Claims departments. A strong background in pet health and insurance is essential, with certified vet tech experience preferred. The ideal candidate will have a minimum of 5 years of customer service experience and a comprehensive understanding of insurance processes, alongside exceptional communication, organizational, analytical, and problem-solving skills.


At Prudent Pet, we are committed to being a customer-centric organization. This means we aim for a positive customer experience at every touchpoint. The Customer Support Specialist plays a vital role in this mission, requiring a unique drive and commitment to ensure that every interaction, both internal and external, is handled with professionalism and positivity, leading to the best possible outcomes.


Key Responsibilities

  • Collaborate with the Customer Service team to deliver outstanding customer-centric service to policyholders and external parties.
  • Address and manage complaints from policyholders and customers regarding our products and services, providing management with feedback on customer issues.
  • Resolve customer concerns ethically and professionally, ensuring thorough follow-up for complete resolution.
  • Identify pre-existing conditions from medical records to assist Claims Adjusters in expediting processing for policyholders.
  • Support claims, service, and sales teams in accurately and efficiently resolving internal technical issues.
  • Analyze and investigate complex insurance claims concerning policy limits and terms to communicate effectively with insured parties.
  • Provide accurate and comprehensive information to management and team members as needed through various reporting tools.
  • Assist with payment collection and outreach initiatives.
  • Identify customer needs to enhance satisfaction and improve processes.
  • Serve as a key resource for claims and sales teams to streamline workflows.
  • Encourage customers to provide reviews and referrals.
  • Perform additional duties as assigned.

Key Relationships

  • Reports directly to the AVP of Operations
  • Daily collaboration with key home office personnel, including senior leadership
  • Integral member of a thriving Customer Service Support Team
  • Frequent interaction with Claims and Sales Teams

Qualifications

  • 5 years of veterinary technician or pet health experience preferred
  • 5 years of customer service experience required, including handling customer escalations
  • Experience in property and casualty insurance preferred
  • Associate's degree or similar relevant experience
  • Excellent communication skills, with the ability to patiently explain insurance policy language and navigate complex claims
  • Proficient in de-escalating upset customers and achieving swift, ethical resolutions.
  • Adept at managing multiple platforms simultaneously, both in-office and remotely.
  • Possess a proactive, energetic, and positive attitude, even in challenging situations.
  • Bilingual in Spanish preferred.
  • Flexibility and adaptability in processes as we seek efficiencies are essential.
  • Must be able to work both in-office and remotely.

Core Competencies

Based on the outlined responsibilities, candidates should exhibit the following core competencies:

  • Achievement Orientation - A passion for challenging goals and a commitment to exceeding standards of excellence.
  • Disciplined Action - Proactively going beyond job requirements and making decisive actions to drive business success.
  • Relationship Development - Ability to establish and maintain immediate relationships with policyholders.
  • Collaboration - Creating and sustaining positive working relationships, even in remote settings.
  • Professionalism - Conducting business with integrity, honesty, and enthusiasm.
  • Time Management - Effectively carrying out customer service tasks with a positive attitude to meet or exceed company standards.
  • Respect for Diversity - Supporting a culture of diversity and treating all employees, customers, and vendors with dignity and respect.