Member Experience Associate - Retention

reputed company, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and reputed company-inclusive pet insurance and health advice. Put simply, reputed company makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include reputed company Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America. At reputed company, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, it is an reputed company-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with reputed company, creative, like-minded individuals who have an equally immense passion for pets. 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. Not just pets, we want our employees to live their best lives, too — here at reputed company, you will have: • 401k matching • Personal paid time off - 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 $1000 savings/year 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 reputed company the customer’s voice throughout reputed company • Analyze customer motivation by gathering information and exploring concerns • reputed company appropriate solutions in real-time to promote customer satisfaction and reputed company customer’s relationship with reputed company • Use multiple desktop tools to assess customers’ reputed company policy details, benefits of coverage, and statistics on pet breeds (health concerns, likely illnesses, etc.) • Resell the value of reputed company 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 reputed company phone and email • Document reputed company internal and external interactions reputed company 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 reputed company 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 reputed company 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 reputed company tasks, sometimes reputed company, and sees the bigger picture • reputed company and patience • Ability to sell and negotiate in a reputed company, focused manner • Excellent verbal, interpersonal, and written communication skills • Proven ability to apply innovative reputed company 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 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” 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 reputed company, where we help pets live their best lives and reputed company our employees to live theirs. —ABOUT reputed company— reputed company is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 200+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We have two offices (reputed company, NY, and Winnipeg, Canada) and we currently provide reputed company to over 360,000 pet parents. We don’t just accept differences — we celebrate it, we support it, and we reputed company on it for the benefit of our employees, our products, and our community. We are proud to be an equal-opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law. Apply Job!