Customer Experience Specialist | PetFirst
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Customer Experience Specialist

by PetFirst Pet Insurance
4 months ago

Status: Full Time       

Classification: Non-Exempt

Reports to: Supervisor of Customer Experience

Position Overview:

The Customer Experience Specialist will work directly with pet parents to provide solutions to their pet insurance needs and act as a liaison for internal departments such as claims, billing and sales. He or she will work to improve customer retention by problem solving, educating, and providing a WOW! experience for their customer.

Essential Duties and Responsibilities:

  • Manage inbound email, chat and phone inquiries from our customers, for the purpose of providing quality customer service.
  • Handle all interactions promptly and effectively, focusing on one-call resolution and engagement.
  • Build strong knowledge of services offered by continuously learning in order to assist in policy and claims details.
  • Act as a liaison for internal departments such as claims, billing and sales by answering questions and escalating any possible issues up to be resolved.
  • Focus on customer retention by overcoming objections to cancel policies, sharing the why behind resolution and providing the customer with a WOW! experience.
  • Complete various projects per management request.
  • Will perform all other duties as assigned.

Essential Knowledge, Skills, and Abilities:

  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to operate in a fast-pace, multi-tasking environment with deadlines.
  • Strong written, verbal, interpersonal, and phone communication skills.
  • Excellent tracking, follow-up, negotiating, and relationship building skills.
  • Demonstrated ability to consistently overcome objections.
  • Articulate, professional, and possesses a strong quality mindset with attention to detail.
  • Ability to learn quickly (to include our proprietary CRM system for managing customers).
  • Proven history of adherence to corporate policies, procedures, and guidelines.
  • Strong computer background using MS Word, Excel, Outlook and Internet.
  • Flexible schedule requirements, with the ability to work evenings, holidays, and weekends.
  • Proven attendance reliability.

Beneficial Knowledge, Skills, and Abilities:

  • Insurance industry experience
  • Contact Center experience

Education/Experience Requirements:

  • High school diploma or GED
  • 2 plus years customer service experience

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