Job Type
Full-time
Description
Why Fetch by The Dodo?
Fetch by The Dodo is a high-growth, Warburg-Pincus portfolio company, and the only pet insurance recommended by the #1 animal brand in the world, The Dodo. We are a passionate group of 200+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We want employees to live their best lives, too — that’s why we offer medical, dental, vision, 401K matching, and PTO. We offer all employees a Fetch by The Dodo insurance discount.
We have three offices (New York City, New York, King of Prussia, Pennsylvania, and Winnipeg, Canada) and offer remote work flexibility to ensure our team works where they are the most productive, the most comfortable, and the happiest.
Education is a big part of our company culture, too. So, along with the opportunity to advance your professional credentials by establishing your P&C licensing, we offer an Educational Assistance Program, which covers the cost of other developmental courses that help you develop new skills.
At Fetch, we strive to serve our customers where they prefer to be met. In addition to the self-serve options we make available online and through our app, customers may reach out for a live interaction with one of our talented Member Experience Advisors in our (virtual) customer support center. Our support agents are the cornerstone of our service. They help our customers navigate through questions about billing, claims, technical support, and general inquiries. They also educate our customers about the various ways they can seek support, including the use of our online tools, IVR, and their account portal. We strive to delight our customers through each interaction we have and our Member Experience Advisors take advantage of these live interactions to remind our customers that we truly value the opportunity to support their four-legged companions.
Our business is growing and we are looking for compassionate professionals that want to join a team that works hard and celebrates success! If you are someone that has call center experience and thrive in a busy environment that may require you to support inbound calls for part of the day and emails and outbound calls at other times, then this may be the role you have been waiting for! This unique opportunity gives in-depth visibility to the needs of our customers and the ways in which we can support them. While the primary activities of this role involve handling a high volume of incoming calls, there are other daily tasks that range from calling customers that have left messages or submitted email inquiries, to researching the status of claims reimbursement requests. We value teamwork and also recognize individual success.
You will have an opportunity to hone your soft skills and develop new skills as you learn the ins-and-outs of Fetch pet insurance, as well as the desktop tools developed for our customer support groups and the customer-facing technology that supports our pet parents. We support our call center teams with job aids, weekly knowledge updates, and individual coaching. Your success is our success!
Primary Responsibilities
Utilize Fetch operating standards, call flows and knowledge base information, to support customer inquiries
Maintain product knowledge through self-directed training and by accessing desktop tools
Follow guidelines to achieve goals, optimizing every customer interaction
With each interaction, act as a brand ambassador, strengthening the positive feelings customers have about Fetch pet insurance
Treat every interaction with professionalism and sincere concern for the outcome
Actively collaborate with your immediate team and raise awareness of issues affecting the customer experience
Participate in team meetings, elevating ideas around how to create a more productive work flow and/or work environment
Take advantage of upskilling opportunities, which may include additional insurance credentials
Day-To-Day Responsibilities
Take a high volume of inbound calls, giving each customer your full attention and working toward a first call resolution
Follow-up with policy holders through outbound calls and emails
Demonstrate professionalism and accountability with each interaction
Track your daily progress against set goals
Must be able to work a minimum of 40-42 hours per week with varied shifts, ranging from 8 AM-8 PM ET daily
Requirements
Required Skills
Active Property & Casualty insurance license preferred
A minimum of one (1) year of call center experience
Previous customer service experience required
Able to multitask– accessing systems, conversing with customers, and actively listening in real-time
Ability to work through customer issues, sometimes complex, in a calm, focused manner
Demonstrated success working in a remote environment
Ability to interface with a wide range of customer types; demonstrating empathy and patience
Attention to detail, able to communicate product-specific information in a factual and influential way
Excellent verbal, interpersonal, and written communication skills
Able to anticipate needs, innovate and flourish in a high-volume, fast-paced environment
Proficient in applications such as phone applications, G-Suite applications, and various Internet browsers
Bachelor’s degree preferred
Work from Home Requirements
Subscription to a reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed)=
A quiet, dedicated place to work in your home that is not easily disrupted by background noises or regular distractions
Office space must be large enough to accommodate two 19” monitors, laptop, mouse, keyboard, phone and headset
Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home