solutions specialist United States
Job description
Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands supports insurance for more than 600,000 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.
Summary:
Third Party Pet is looking for experienced, empathetic, dependable, team-oriented professionals to join our Solutions group. As a remote Solutions Representative, you will strive to exceed customers' expectations and deliver a truly remarkable service experience. A successful candidate will have an outstanding work ethic, a "customer-first" mindset, and a drive to solve problems.
Essential Duties and Responsibilities
Take inbound customer calls. Provide accurate, satisfactory answers to queries and concerns
Call clients and customers with updates regarding their claims or complaint
Contact veterinarians for updates, paperwork, or invoices
De-escalate situations involving dissatisfied customers
Help to train new employees and inform them about client's warranties and policy
Professionally communicate via email to clients, customers, and Veterinarians
Multi-task through several different applications to process claims and complaints
Requirements
High School diploma, GED, or equivalent experience
2-3 years of Call Center and Customer Service Experience
Experience handling inbound and outbound emails and phone calls
Experience supporting escalated client and customer issues while diffusing situations to provide exceptional service delivery
Experience using contact center technology (Quality, Telephony, VOC and WFM) a plus
Experience working in an environment with attendance and performance metrics (Answer Percentage, Productivity, Quality, Response Times, Service Level, Transitional Sales and Voice of the Customer)
Experience working in an omnichannel environment with Chat, Email and Voice
Transitional sales experience to upsell additional products and services a plus
Analytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem solving, and critical thinking skills are essential
Proficiently utilize Microsoft Office, G-suite and internet search engines
Ability to speak effectively with customers and employees of the organization
Strong organizational, time management, and problem-solving skills
Excellent written and oral communication skills
Strong sense of professionalism and active listening skills
Ability to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes
Ability to work with minimal supervision in a remote location
Work-from-Home Equipment & Internet Connectivity Requirements
Internet connection speed: 50 Mbps+
Internet connection type: Cable or Fiber
Wired, not wireless, connection available
Team Environment
Representatives will be members of a larger remote team, with support from managers. There will be additional resources available, Supervisor/Team Leads, training and online tools. This is a structured environment and representatives will be provided, and expected to work, a schedule they must adhere to daily.
Supervisory Responsibilities
This role does not have supervisory responsibilities.
Physical demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Small Motor Skills: Picking, pinching, typing or otherwise working primarily with fingers rather than with whole hand or arm, as in handling.
Speaking: Expressing or exchanging ideas by means of spoken word. Those activities in which require detailed or important spoken instructions must be conveyed to other workers accurately and quickly.
Hearing: Ability to receive detailed information through oral communication with or without correction.
Repetitive Motion: Substantial movement (motions) of the wrist, hands and fingers.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job while in the office.
#LI-Remote
#LI-PT1
Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands supports insurance for more than 600,000 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.
Summary:
Third Party Pet is looking for experienced, empathetic, dependable, team-oriented professionals to join our Solutions group. As a remote Solutions Representative, you will strive to exceed customers' expectations and deliver a truly remarkable service experience. A successful candidate will have an outstanding work ethic, a "customer-first" mindset, and a drive to solve problems.
Essential Duties and Responsibilities
- ake inbound customer calls. Provide accurate, satisfactory answers to queries and concerns
- Call clients and customers with updates regarding their claims or complaint
- Contact veterinarians for updates, paperwork, or invoices
- De-escalate situations involving dissatisfied customers
- Help to train new employees and inform them about client's warranties and policy
- Professionally communicate via email to clients, customers, and Veterinarians
- Multi-task through several different applications to process claims and complaints
Requirements
- High School diploma, GED, or equivalent experience
- 2-3 years of Call Center and Customer Service Experience
- Experience handling inbound and outbound emails and phone calls
- Experience supporting escalated client and customer issues while diffusing situations to provide exceptional service delivery
- Experience using contact center technology (Quality, Telephony, VOC and WFM) a plus
- Experience working in an environment with attendance and performance metrics (Answer Percentage, Productivity, Quality, Response Times, Service Level, Transitional Sales and Voice of the Customer)
- Experience working in an omnichannel environment with Chat, Email and Voice
- Transitional sales experience to upsell additional products and services a plus
- Analytical and intuitive; capable of following logic and then making the instinctive leap to a solution; problem solving, and critical thinking skills are essential
- Proficiently utilize Microsoft Office, G-suite and internet search engines
- Ability to speak effectively with customers and employees of the organization
- Strong organizational, time management, and problem-solving skills
- Excellent written and oral communication skills
- Strong sense of professionalism and active listening skills
- Ability to problem solve and use available software/tools to understand and craft the right solution across varying customer needs, business rules, and processes
- Ability to work with minimal supervision in a remote location
Work-from-Home Equipment & Internet Connectivity Requirements
- Internet connection speed: 50 Mbps+
- Internet connection type: Cable or Fiber
- Wired, not wireless, connection available
Team Environment
Representatives will be members of a larger remote team, with support from managers. There will be additional resources available, Supervisor/Team Leads, training and online tools. This is a structured environment and representatives will be provided, and expected to work, a schedule they must adhere to daily.
Supervisory Responsibilities
This role does not have supervisory responsibilities.
Physical demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Small Motor Skills: Picking, pinching, typing or otherwise working primarily with fingers rather than with whole hand or arm, as in handling.
- Speaking: Expressing or exchanging ideas by means of spoken word. Those activities in which require detailed or important spoken instructions must be conveyed to other workers accurately and quickly.
- Hearing: Ability to receive detailed information through oral communication with or without correction.
- Repetitive Motion: Substantial movement (motions) of the wrist, hands and fingers.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job while in the office.
#LI-Remote
#LI-PT1
