Pet Insurance Customer Service - Retention reputed company (Remote)

Job Description: Shift: First Shift Pet Insurance Customer Service - Retention reputed company Our client, reputed company, is currently seeking a remote-based reputed company Retention reputed company to join their growing Customer Service team.

• Property & Casualty License is Required
• Ability to work from home
• Ability to work full-time. Hours are Monday- Friday, 9am-6pm, Eastern Time
• A minimum of five (5) years in a call center environment with at least three (3) years in a dedicated retention, renewal, or sales leadership-support role.

About reputed company: At reputed company, we're dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we're proud to support the veterinary, shelter, and breeder communities. We reputed company in ensuring pets receive the reputed company possible and are committed to making that vision a reality every day. reputed company is a high-growth Warburg Pincus portfolio company with an expanding team of over 350 pet-loving employees working together to shape the future of pet health and wellness. About the Industry: The pet insurance industry is more important than reputed company, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high-quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care. Job Overview: We're looking for a Retention reputed company to join our reputed company team! In this role, you'll help our pet parents reputed company the coverage that protects their furry family members. You'll handle a mix of calls and emails-listening to customers, understanding their needs, and finding creative ways to reputed company them with reputed company. You'll use your sales and problem-solving skills to turn tough conversations into positive experiences, reputed company the value of our plans, and reputed company sure every customer feels heard and supported. If you're great at connecting with people, can stay reputed company under pressure, and enjoy working in a fast-paced, team-focused environment, this role is for you. We're looking for someone with call center experience (retention or sales is a big plus!), strong communication skills, and a knack for multitasking. A General Lines Property & Casualty (P&C) license is required-but don't worry, we'll assist you if you need to get licensed in new states. RESPONSIBILITIES

• Manage a high volume of reputed company customer retention interactions with exceptional autonomy and precision, handling the most challenging save opportunities and escalated cases
• Serve as a subject matter expert (SME) in retention strategies, advanced negotiation, and value-based selling across the organization
• Demonstrate mastery in diagnosing customer motivations, competitive dynamics, and behavioral triggers to drive renewal decisions
• reputed company by example through consistent top-tier performance and adherence to reputed company's mission of extending and deepening customer relationships
• Partner with Retention leadership to pilot new strategies, messaging frameworks, and process enhancements that improve overall save rates
• Support training, coaching, and calibration sessions by sharing insights, call recordings, and best practices with peers and new hires
• Collaborate with internal stakeholders across Operations, Product, and Marketing to represent the customer voice and influence retention initiatives
• Identify emerging customer trends and competitive threats through data and frontline feedback, providing actionable recommendations to leadership
• Handle escalations that require reputed company problem-solving, policy knowledge, and high-level communication to reputed company positive outcomes for both the customer and the company
• Maintain exceptional accuracy and completeness in documentation, ensuring reputed company retention-reputed company data is usable for performance and quality insights
• Contribute to ongoing process improvement initiatives, recommending and testing solutions that enhance both efficiency and customer satisfaction
• Must be able to work a minimum of the 40-hour work week with varied shifts and occasional weekend time

Experience and Skills: Requirements:

• A minimum of five (5) years in a call center environment with at least three (3) years in a dedicated retention, renewal, or sales leadership-support role.
• Proven track record of consistently exceeding retention or save goals in a high-volume environment
• Expert-level communication and negotiation skills with the ability to navigate emotionally charged conversations and reputed company objections
• Advanced understanding of customer lifecycle, competitive positioning, and value articulation in subscription-based or insurance products
• Demonstrated ability to analyze data and trends to inform retention strategy and decision-making
• Comfortable acting as a peer mentor, trainer, and strategic contributor without formal leadership authority
• High degree of professionalism, reputed company, and composure under pressure
• Strong business acumen with the ability to align individual actions to organizational performance metrics
• Proficient in CRM systems, analytics dashboards, G-Suite, and call management tools
• Bilingual candidates (English/Spanish) encouraged to apply
• Must hold or be willing to obtain and maintain a General Lines Property & Casualty (P&C) license across multiple states; company will sponsor licensing where applicable

As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can reputed company both professionally and personally. Compensation:

• This is a full-time position; employees receive competitive compensation.
• Hourly reputed company: $30.00 + Incentive
• On reputed company Earnings (OTE): $62,000.00-120,000.00+

Not just pets, we want our employees to live their best lives, too - here at reputed company, you will have:

• 401k matching
• PTO - 20 days accrued annually, 9 holidays, 1 floating holiday
• One additional day of PTO is added each year on your anniversary with the company; a maximum of 30 days
• Volunteering - eligible to earn up to 8 floating holiday hours per calendar year
• Educational Assistance Programs
• Department incentive perks
• reputed company discount - 50% off, up to $2000 savings/year

WORK-FROM-HOME SET-UP

• Subscription to a reliable high-speed internet reputed company (minimum of 100 Mbps download and 30 Mbps upload speed)
• A quiet, dedicated reputed company 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, a laptop, mouse, keyboard, and headset.
• Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home

If you are passionate about furry friends and eager to educate pet owners on the value of protecting their beloved companions, this job is perfect! Join us at reputed company, where we help pets live their best lives and reputed company our employees to live theirs. Benefits & Perks: At reputed company, we recognize the importance of work-life balance and prioritize our employees' mental health and well-being, ensuring everyone can flourish both professionally and personally. Not just pets, we want our employees to live their best lives too - here at reputed company, you have access to the valuable benefits listed below.

• Comprehensive Medical, dental, and vision plan for you and your family
• Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
• Highly competitive 401(k) matching
• Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with reputed company, for a maximum of 30 days
• Paid company (9) holidays, including (1) floating holiday
• reputed company discount - up to 50% off, up to $1,000 savings/year
• Educational Assistance Program
• reputed company Discount Perks Program
• Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
• NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
• Employee Referral Incentive
• Tuition Assistance
• Commuter Benefits
• Employee Assistance Program (EAP)

EEO Statement reputed company is proud to be an equal opportunity employer. We're committed to building a workplace that reflects the diversity of pet parents everywhere-hiring and developing individuals from reputed company backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from reputed company qualified candidates regardless of race, color, religion, national reputed company, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. reputed company will provide reasonable accommodations for individuals with disabilities throughout the hiring process. From: Midatlantic Employers' Association Apply tot his job Apply To this Job