RESPONSIBILITIES.
- Handle a high volume of incoming and outgoing customer communications (calls and emails) to full completion
- Probe to establish the root cause of customer concerns, determine customer needs and resolve with innovative solutions
- Act as a customer liaison, empowered to resolve customer issues and amplify the customer’s voice throughout Fetch
- Analyze customer motivation by gathering information and exploring concerns
- Develop appropriate solutions in real-time to promote customer satisfaction and extend customer’s relationship with Fetch
- Use multiple desktop tools to assess customers’ current policy details, benefits of coverage, and statistics on pet breeds (health concerns, likely illnesses, etc.)
- Resell the value of Fetch products, highlighting benefits specific to the customer and their pet(s)
- Negotiate with customers to renew policies and retain business
- Provide feedback on process opportunities and suggestions for improvements
- Provide customer and policyholder support via phone and email
- Document all internal and external interactions within appropriate tracking systems
- Must be able to work a minimum of the 40-hour work week with varied shifts and occasional weekend time
REQUIREMENTS.
- A minimum of two (2) years in a call center environment
- Previous Retention call center experience is preferred
- Great understanding of a first-time close sales experience
- Able to multitask– accessing systems, conversing with customers, and actively listening in real-time
- Work independently and collaboratively as a team player
- Ability to interface with a wide range of customer types
- The position is remote and requires some self-direction
- Attention to detail and follow-through on open issues
- Ability to apply initiative and judgment to define and perform tasks, sometimes complex, and sees the bigger picture
- Empathy and patience
- Ability to sell and negotiate in a calm, focused manner
- Excellent verbal, interpersonal, and written communication skills
- Proven ability to apply innovative ideas and critical thinking
- 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
- Must be certified with a Property & Casualty (P&C) license across multiple states. The company will pay for licenses, where applicable
WORK-FROM-HOME SET-UP.
- 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” ma 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 Fetch, where we help pets live their best lives and empower our employees to live theirs.
Job Type: Full-time
Pay: From $20.00 per hour
Expected hours: 42 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Paid training
- Tuition reimbursement
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
License/Certification:
- General Lines Property and Casualty License (Required)
Work Location: Remote