Are you passionate about delivering exceptional customer experiences and making a difference in the lives of pet parents? Do you have a knack for building rapport with customers and resolving complex issues with ease? If so, we invite you to join our dynamic team at blithequark as a Senior Customer Service Representative. As a key member of our customer service team, you will play a vital role in providing top-notch support to policyholders, third-party referral sources, and veterinary clinics, ensuring their needs are met and exceeded.
**About blithequark**
Established in 2021, blithequark is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach includes our own insurance carrier, insurance brands, and partner brands.
**About Pets Best**
Pets Best, a subsidiary of blithequark, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.
**Job Summary**
We are seeking a highly skilled and customer-focused Senior Customer Service Representative to join our team. As a Senior Customer Service Representative, you will be responsible for providing exceptional customer service support to policyholders, third-party referral sources, and veterinary clinics. You will work closely with our customers to understand their needs, resolve issues, and provide solutions that meet their expectations.
**Key Responsibilities**
* Respond promptly and professionally to inbound calls, online chats, and emails regarding policy coverage and claims.
* Build rapport with policyholders by using customer service skills to listen, understand, and respond to requests and inquiries.
* Work to retain policyholders who inquire about canceling by making recommendations for policy changes or coverage enhancements.
* Help policyholders understand their policy coverage, claims processing, and reimbursement process.
* Demonstrate ability to work in a metric environment and meet performance expectations.
* Maintain understanding of federal and state regulations, including compliance.
* Utilize multiple technical systems effectively and efficiently.
* Perform other duties and/or special projects as assigned.
**Basic Qualifications**
* 2+ years' experience in insurance claims processing or customer support.
* Active Property & Casualty (P&C) Producer License.
* Bandwidth/Internet requirements: Up to 50Mbps (Download) | 5Mbps (Upload).
* Must be 18 years or older.
* Must have a high school diploma or equivalent.
* Must be willing to submit to a background investigation as part of the onboarding process.
* Must be able to satisfy the requirements of Section 1033(E) of the Violent Crime Control and Law Enforcement Act of 1994.
* Prior experience working in a contact center environment.
* Strong customer service skills.
* Excellent oral and written communication skills.
* Ability to review, record, and organize written data from a variety of sources with no prescribed format.
* Training or education in medical terminology or veterinary technician support a plus.
**Expected Hours of Work**
This is a full-time position with an early shift schedule: 10:30am-7:00pm EST, including a Saturday shift from 8:00am-4:30pm EST. You will have the option of taking off Tuesday, Wednesday, or Thursday during the week as your second day off (Sunday being the other day).
**Contact Center Hours of Operation**
Monday through Friday: 8:00 am to 9:00 pm (Eastern)
Saturdays: 8:00 am to 4:30pm (Eastern)
Closed Sundays
**Benefits**
All of our jobs come with great benefits, including:
* Comprehensive full medical, dental, and vision insurance
* Basic Life Insurance at no cost to the employee
* Company-paid short-term and long-term disability
* 12 weeks of 100% paid Parental Leave
* Health Savings Account (HSA)
* Flexible Spending Accounts (FSA)
* Retirement savings plan
* Personal Paid Time Off
* Paid holidays and company-wide Wellness Day off
* Paid time off to volunteer at nonprofit organizations
* Pet-friendly office environment
* Commuter Benefits
* Group Pet Insurance
* On-the-job training and skills development
* Employee Assistance Program (EAP)
**Accommodations**
IPH welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
**Ready to Join Our Team?**
If you are a customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please click on the link below to submit your application.
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