Customer Experience Specialist

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