Member Experience Associate

Property & Casualty License Preferred 

At Fetch, we strive to serve our customers where they prefer to be met. In addition to the self-serve options we make available online and through our app, customers may reach out for a live interaction with one of our talented Call Center Service Agents in our (virtual) customer support center. Our support agents are the cornerstone of our service. They help our customers navigate through questions about billing, claims, technical support, and general inquiries. They also educate our customers about the various ways they can seek support, including the use of our online tools, IVR, and their account portal. We strive to delight our customers through each interaction we have and our Call Center Service Agents take advantage of these live interactions to remind our customers that we truly value the opportunity to support their four-legged companions.

Our business is growing and we are looking for compassionate professionals that want to join a team that works hard and celebrates success! If you are someone that has call center experience and thrive in a busy environment that may require you to support inbound calls for part of the day and emails and outbound calls at other times, then this may be the role you have been waiting for! This unique opportunity gives in-depth visibility to the needs of our customers and the ways in which we can support them. While the primary activities of this role involve handling a high volume of incoming calls, there are other daily tasks that range from calling customers that have left messages or submitted email inquiries, to researching the status of claims reimbursement requests. We value teamwork and also recognize individual success.

You will have an opportunity to hone your soft skills and develop new skills as you learn the ins-and-outs of Fetch pet insurance, as well as the desktop tools developed for our customer support groups and the customer-facing technology that supports our pet parents. We support our call center teams with job aids, weekly knowledge updates, and individual coaching. Your success is our success! 

Primary Responsibilities: 

• Utilize Fetch operating standards, call flows and knowledge base information, to support customer inquiries
• Maintain product knowledge through self-directed training and by accessing desktop tools
• Follow guidelines to achieve goals, optimizing every customer interaction
• With each interaction, act as a brand ambassador, strengthening the positive feelings customers have about Fetch pet insurance
• Treat every interaction with professionalism and sincere concern for the outcome 
• Actively collaborate with your immediate team and raise awareness of issues affecting the customer experience
• Participate in team meetings, elevating ideas around how to create a more productive work flow and/or work environment
• Take advantage of upskilling opportunities, which may include additional insurance credentials

DAY-TO-DAY RESPONSIBILITIES

• Take a high volume of inbound calls, giving each customer your full attention and working toward a first call resolution
• Follow-up with policy holders through outbound calls and emails
• Demonstrate professionalism and accountability with each interaction
• Track your daily progress against set goals
• Must be able to work a minimum of 40-42 hours per week with varied shifts, ranging from 8 AM-8 PM ET daily

Requirements:

• Able to multitask– accessing systems, conversing with customers, and actively listening in real-time
• Active Property & Casualty insurance license preferred
• A minimum of one (1) year of call center experience
• Previous customer service experience required
• Ability to work through customer issues, sometimes complex, in a calm, focused manner
• Demonstrated success working in a remote environment
• Ability to interface with a wide range of customer types; demonstrating empathy and patience
• Attention to detail, able to communicate product-specific information in a factual and influential way
• Excellent verbal, interpersonal, and written communication skills
• 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
• Bachelor’s degree preferred

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” monitors, laptop, mouse, keyboard, phone and headset
• Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home

Compensation:

• The pay range for this position is $23.00-25.00 on a full-time basis
• Along with base salary, your position may qualify for additional bonuses

Benefits & Perks:

At Fetch, 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 Fetch, 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 Fetch, for a maximum of 30 days
• Paid company (9) holidays, including (1) floating holiday
• Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
• Educational Assistance Program
• Fetch 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)

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.  

Recruiting Fraud Alert

At Fetch, your personal information and online safety are paramount. Please be aware that only Fetch Recruiters and Hiring Managers will contact you regarding your application or background. All official communications from Fetch employees will originate from a fetchpet.com email address. You will never be asked for payments, financial details, or sensitive information like social security numbers by our Recruiters or Hiring Managers.

EEO Statement

Fetch 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 all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, 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. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process. 

If you need assistance or an accommodation to apply, please contact us at people@fetchpet.com

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