Customer Care Advocate

What You'll Do:

• Go above and beyond to provide exceptional service and positively impact the pet parent experience through various communication channels (phone, chat, text, etc.)
• Educate customers to help them understand the benefits of our insurance and non-insurance products.
• Expand coverage and enhance protection, making it easier for families to get the best, most advanced veterinary care for their dogs and cats.
• Optimize performance tracking and management through use of ticketing software, back office systems, and digital tools.
• Maintain data integrity through accurate and meticulous data entry, ensuring reliable information management and effective decision-making.
• Develop a thorough understanding of company policies and guidelines, guaranteeing policies are compliant.
• Perform other duties as assigned.

What We're Looking For:

• Prior experience in a customer service role, preferably in a high volume call center or veterinary clinic.
• Proven ability to build and strengthen customer relationships using effective communication, keen listening skills and empathy.
• Strong experience navigating multiple platforms to provide a complete and integrated response to the customer’s inquiry.
• Proficiency with productivity and task management tools like MS Office and G-Suite.
• In-depth familiarity with ticketing software (Zendesk, Kustomer, Gladly, etc).
• Roll-up-your-sleeves mentality and a proactive approach to problem-solving.
• Meticulous attention to detail and strong prioritization abilities to handle multiple tasks effectively.
• An entrepreneurial mindset, a genuine passion for pets, and excitement to work in a start-up environment.
• Ability to pass/obtain a Property & Casualty License within 30 days.

Bonus Points:

• Existing Property & Casualty Producers License
• Insurtech, Animal Health, SaaS or Start-Up experience
• Multilingual ability (writing and conversing), Spanish and English fluency preferred