Contact Center Representative

Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (PetPartners, Figo, Pethealth, IAIC) supports insurance for more than 600,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job Summary:

This remote position is responsible for skillfully handling both sales and customer service call volume, while meeting or exceeding set performance goals. Contact Center Representatives are expected to represent the company and our brands through a positive, professional attitude, using diplomacy and tact, with genuine care and concern for their fellow employees, our customers, and their pets at all times. We don’t talk to people: we engage. We want every contact point to be memorable.

Job Location: Remote work is not available in AK, MT, HI (US) 

Main Responsibilities:  

• Educate pet parents to help them understand the benefits and value of pet health insurance 

• Answer incoming phone calls eager to assist 

• Utilize computer-based systems to manage phone calls and other interactions 

• Engage with team members to proactively solve problems and perform related work 

• Take a variety of calls ranging from Sales and Service to Retention and perform at or above set Contact Center key performance metrics

• Take ownership of goals and outcomes 

Qualifications:  

• High School Diploma or equivalent

• Residential Property & Casualty (P&C) License required; other reciprocal states as required. We cover the training and exam cost for you to obtain your P&C License through your state

• 1-2 years minimum prior Customer Service experience requested 

• Excellent communication skills 

• Customer service – a desire to help others 

• Professional, welcoming mindset 

• Genuine love of animals 

• Comfortable using multiple programs on a computer and phone throughout the day 

• Accountability, time management, multi-tasking 

• Punctual, reliable, and consistent attendance mandatory

• Must be able to pass required background checks

Expected Hours of Work: 

• This is a full-time position starting at $17/hour, and including a shift differential for any shift ending at 7:00pm local time or later. All new hires will be required to work the 12:00pm-8:00pm (EST) shift. 

Benefits: 

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following: 

• 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)

• 401(k) savings plan

• Personal Paid Time Off

• Ten 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)

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