Customer Support Specialist - Prudent Pet Insurance - Hybrid Position

About Our Company and Team

At Prudent Pet Insurance Agency, we want our pets to enjoy great health and receive the best medical care possible throughout their lives. Like so many people today, we consider our pets to be members of the family and want to do whatever it takes to keep them safe.

Knowing your options when it comes to pet insurance policies means you can protect your pet, your finances, and your overall pet care experience. That's why we offer policies that are easy to understand, easy to buy and easy to use. And what makes us truly unique is an outstanding, caring, and diverse team that allows us to provide the best of everything to our policy holders.

We provide nationwide, customer centric service and are constantly looking to grow our squad with those that are as passionate about pets as we are. We are searching for those with stellar personalities, unique perspectives, and those who understand the value of teamwork - all with the focus of pet health at top of mind.

We do what we love, and we love what we do! Join the #PrudentPetFam and help our policy holders keep their promise to their pets.

Why Prudent Pet?

If you are looking for a fast, fun, dynamic company that thrives on team involvement, pet passion, and fostering creativity, you have found your dream job. What do we offer in return? Plenty, but check out some highlights below:

• Base Salary plus monthly incentive if communicated goal is reached
• Generous benefits package including medical, dental and vision
• An immediate PTO bank to use as well as flexible schedules
• Employee discount on your pet insurance
• Opportunities for sharing your knowledge and experience across the entire organization
• A seat in a small, fast-growing company with opportunities for growth, leveraging your creativity, and promotions from within.
• Being a part of an inspiring, brilliant, entertaining, highly efficient and productive culture that you can find nowhere else

This is a career to get excited about!

About The Role - Customer Support Specialist - Pet Insurance - Hybrid Position

We are looking for an experienced veterinary technician who is looking to grow in their career while still helping people take care of their furry family members. The Customer Support Representative will join our Claims Processing and Customer Service teams and should have a strong background in pet health, certified vet tech experience preferred. The right candidate also has at least 3 years of customer service experience, thorough knowledge of basic insurance processes, is an expert at communicating with both policy holders and veterinary staff, extremely organized, and has strong analytical and problem-solving skills.

Prudent Pet Insurance is a customer centric organization. This means we strive for a positive customer experience at every stage of the customer journey. Vet Tech candidates who are successful in this role are upbeat, energetic and able to handle inbound and outbound phone calls, texts and emails, navigate questions about claims and policy language, assist both our claims and sales team to streamline workflows, and provide white glove service to all policy holders. This role requires a unique drive and desire to make certain every interaction, both internal and external, is handled professionally, positively, and results in the best possible outcome.

The role we are looking to fill works Monday through Friday from 10:00am to 6:00pm Central Time, with a rotating Saturday (9:00am to 5:00pm CST). We are hiring immediately and this Customer Service position is working from home 2 days per week and working in our Downers Grove location 3 days per week.

Core Responsibilities

• Conduct outbound and answer inbound calls using the highest level of professionalism with external parties such as the insured, veterinarian offices, breeders, or adoption agencies to request, notify or verify information such as medical records
• Identify pre-existing conditions from provided medical records to help our Claims Adjusters expedite processing for our policy holders
• Provide exceptional customer centric service to both the insured and other external parties to ensure a positive experience is the final result
• Assists claims and service teams in evaluating and resolving issues accurately and efficiently
• Analyze and investigate complicated insurance claims with respect to policy limits and terms to help prevent fraud in a timely manner
• Identify ways to manage claims and customer service better, improving processes that will allow the company to be as efficient as possible
• Ask customers for reviews and referrals
• Performs all other duties as assigned

Principal Working Relationships

• Reports directly to AVP of Operations
• Works closely with the Downers Grove office Customer Service Support Team
• Frequent interaction supporting both the Claims and Sales Teams
• Other key home office employees including senior leadership

Qualifications

Experience

• Vet Tech experience required
• 3 years of customer service experience required
• P&C Insurance experience preferred
• Associates degree or similar relevant experience

• Excellent communication with customers including the ability to patiently answer any insurance policy language, navigate insurance claims explanations, and empathize with customers as needed
• Self-motivated, energetic, friendly, and positive person with a can-do attitude
• It is critical that this person be flexible and can mold and adapt their processes as we continue to determine efficiencies
• Communicative, reliable, and confident professional
• Flexibility on hours/weekends is preferred

Core Competencies

Based upon the responsibilities outlined, candidates should possess the following core competencies:

• Achievement Orientation-the capacity to be energized and excited by challenging goals and a concern for surpassing a standard of excellence..
• Disciplined Action-acting proactively, which includes going beyond what is required for the job. It includes a willingness to act decisively and boldly to drive the business forward and attain exemplary levels of production.
• Relationship Development-demonstrate an ability to develop and maintain relationships with policy holders immediately.
• Collaborating With Others-the ability to create and sustain positive working relationships with others. It includes taking the initiative to establish relationships and strengthen them even when working remotely. In addition, it suggests a personal commitment to establishing an optimal working environment.
• Professionalism- the ability to conduct business in a consistently professional manner. Being able to demonstrate integrity, honesty, and enthusiasm at all times.
• Time Management- the ability to carry out customer service tasks with a positive attitude to achieve or exceed standards and goals set by the company.
• Respect for Diversity- Supports a culture of diversity by fully utilizing the potential of all employees regardless of background or ethnicity. Will treat all employees, customers, and vendors with dignity and respect.