Are you passionate about delivering exceptional customer experiences and making a positive impact on the lives of pets and their owners? Do you thrive in a fast-paced, dynamic environment and are eager to join a team that prioritizes work-life balance and employee well-being? We're seeking a highly skilled and compassionate Call Center Service Agent to join our team at Fetch, a leading provider of pet insurance. As a Call Center Service Agent, you will play a vital role in providing top-notch support to our customers, educating them on the value of protecting their beloved companions, and empowering them to make informed decisions about their pets' health and well-being.
In this fully remote opportunity, you will have the flexibility to work from the comfort of your own home, with a minimum of 40-42 hours per week, and varied shifts ranging from 8 AM-8 PM ET daily. You will be responsible for:
- Utilizing our operating standards, call flows, and knowledge base information to support customer inquiries and provide personalized solutions
- Maintaining up-to-date product knowledge through self-directed training and accessing desktop tools to stay ahead of the curve
- Following guidelines to achieve goals, optimizing every customer interaction, and ensuring a seamless experience for our customers
- Acting as a brand ambassador, strengthening the positive feelings customers have about Fetch pet insurance, and promoting our mission to help pets live their best lives
- Treating every interaction with professionalism, sincerity, and concern for the outcome, and providing empathetic support to our customers
- Collaborating with your immediate team, raising awareness of issues affecting the customer experience, and contributing to a positive and productive work environment
- Participating in team meetings, sharing ideas, and elevating the team's performance to drive success and growth
- Taking advantage of upskilling opportunities, including additional insurance credentials, to enhance your skills and knowledge
In terms of day-to-day responsibilities, you can expect to:
- Handle a high volume of inbound calls, providing personalized support and working towards first-call resolutions
- Follow up with policyholders through outbound calls and emails, ensuring timely and effective communication
- Demonstrate professionalism, accountability, and a customer-centric approach in every interaction
- Track your daily progress against set goals, using data and insights to drive performance and improvement
To be successful in this role, you will need:
- An active Property & Casualty insurance license (preferred)
- A minimum of one year of call center experience, with a proven track record of delivering exceptional customer experiences
- Previous customer service experience, with a focus on empathy, patience, and understanding
- Excellent multitasking skills, with the ability to access systems, converse with customers, and actively listen in real-time
- Strong problem-solving skills, with the ability to work through complex customer issues in a calm and focused manner
- Demonstrated success working in a remote environment, with a reliable high-speed internet connection and a dedicated workspace
- Excellent verbal, interpersonal, and written communication skills, with the ability to communicate complex information in a clear and concise manner
- 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
- A Bachelor's degree (preferred)
In return for your hard work and dedication, we offer a competitive salary of $20.00 per hour, as well as a range of benefits, including:
- 401(k) matching
- Personal paid time off - 20 days accrued annually, 9 holidays, 1 floating holiday
- Volunteering - eligible to earn up to 8 floating holiday hours per calendar year
- Education Assistance Programs
- Department incentive perks
- Fetch Pet Insurance discount - 50% off, up to $1000 savings/year
At Fetch, we prioritize work-life balance and employee well-being, recognizing that our team members are our greatest asset. We offer a range of perks and benefits to support your physical and mental health, including flexible scheduling, remote work options, and access to mental health resources.
If you're passionate about delivering exceptional customer experiences, making a positive impact on the lives of pets and their owners, and joining a team that prioritizes work-life balance and employee well-being, we want to hear from you! Apply now to become a part of our dynamic team and take the first step towards a rewarding and challenging career as a Call Center Service Agent.
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