Customer Service and Sales Representative

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Independence Pet Group (IPG), a subsidiary of IPH, is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (Figo, Felix, ASPCA Pet Health Insurance, Pets Plus Us, and AKC Pet Insurance) supports insurance for more than 1,000,000 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:

Are you ready to dive into a dynamic role where you’ll be at the forefront of customer interaction, problem-solving, and innovation? Join us and play a pivotal part in delivering exceptional service to pet parents everywhere!

As an IPG *Customer Service and Sales Representative, you will engage in addressing internal and external inquiries promptly, managing questions, complaints, and product issues while adhering to quality guidelines.  *Please note: This is a non-commissioned role.

Remote work not available in: MA, CA, NY, NJ, WA, HI, AK, CO, CT, MT

Main Responsibilities:

• Responds to internal and external inquiries within stated service level agreements.
• Manages incoming contacts regarding members’ questions, customer complaints, products, warranties, and general customer inquiries in accordance with quality and processing guidelines.
• Analyzes, researches, and resolves problems and discrepancies for member accounts.
• Maintains product knowledge, and awareness of customer services policies, and/or store policies.
• Maintains understanding of federal and state regulations to include compliance.
• Participates in solution innovation, sales, and retention efforts with current and new clients.
• Performs other duties and responsibilities as assigned.

Qualifications:

• 2 years of experience in customer service, call center or relevant experience.

Licenses/Certifications:

• Must have and maintain Property & Casualty License *or must obtain within 45 days. *IPG will assist you with obtaining the license required if you currently do not have it.

Level Specific Requirements:

Responds to inbound support issues and may utilize prepared Q&A documents to answer general inquiries and resolve simple complaints.

Accountability/Complexity:

• Works under limited supervision for routine situations.
• May provide assistance and training to other employees.

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)
• Retirement savings plan
• Personal Paid Time Off
• Paid 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)