Job description
Pumpkin, a subsidiary of IPH, offers premium accident & illness coverage and wellness plans for dogs and cats. Founded in 2020, our plans help families afford advanced diagnostics and treatments – from routine to critical care – so their pets can live longer, healthier lives.
Our nationwide team of 200+ pairs pet health expertise with purpose-built technology to make care without compromise possible. Pumpkin’s deep understanding of the science and finance of veterinary care makes us an asset to our more than 10,000 nationwide veterinary professional partners and is one reason we are trusted by nine out of ten surveyed veterinarians.
Our consumers love us, too. We are the #1-rated pet insurance brand on Google, have a 4.9-star rating on TrustPilot and are one of the fastest-growing pet health companies in the US. We have insured over 230,000 pets and paid more than $176 million in claims since launch. Pumpkin also offers PumpkinNow, the only urgent pay service that can pay pet parents for eligible claims before they pay vet bills — making it one of the fastest claims experiences in pet insurance. Beyond accidents and illnesses, Pumpkin Wellness Club provides preventive care plans that help pay for everything from routine vet visits to grooming.
At Pumpkin, we believe pet parenthood is parenthood. While life with pets looks different than raising human children, the responsibility, commitment, and love run just as deep. That belief is why we exist: to help parents choose the best care for their loved ones – without compromise.
Job Summary:
Pumpkin is seeking a Licensed Customer Care Agent who will report to the Supervisor, Customer Care. This friendly and motivated individual will be responsible for researching and responding to insurance and non-insurance customer service inquiries over phone, email, text, chat, and social media. The Insurance Agent will also play a key role in processing new customer enrollments, claims and fulfillment tasks. The ideal candidate is friendly, motivated, and always looking for new ways to provide an exceptional experience. The shift for this role will be 12:00-8:30pm EST.
Job Location: Remote – United States
Main Responsibilities:
Provide exceptional customer care to customers across multiple communication channels like phone, email, text, chat and social, in a timely and efficient manner
Uses problem-solving skills to solve customer issues, rectify poor experiences, and maintain positive relationships with customers
Understand company policies to ensure all claims and policies are compliant and/or know when to make an exception
Answer customer questions and provide insurance and non-insurance related information
Educate customers on our full product offerings and take the initiative to help them buy additional coverage
Process new customer enrollments, incoming claims, and ongoing fulfillment tasks in accordance with company policies
Use ticketing software, back office software, and other digital tools to manage and track performance
Data entry for the above tasks
Other duties as assigned
Basic Qualifications:
Prior experience in customer service role involving a high degree of customer interface
Experience with ticketing software (Zendesk, Kustomer, Gladly, etc.)
Roll-up-your-sleeves mentality – does what it takes to get the job done
Excellent verbal and written skills
Administrative and computer skills
Great attention to detail with every task
Entrepreneurial interest and a passion for pets
Existing Property & Casualty Insurance License
Hourly Pay Rate: $20.19.
This position is non-exempt and eligible for overtime.
This position is not eligible for additional incentive pay.
All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
Comprehensive full medical, dental and vision Insurance
Basic Life Insurance at no cost to the employee
Company paid short-term and long-term disability
12 weeks of 100% paid Parental Leave
Health Savings Account (HSA)
Flexible Spending Accounts (FSA)
Retirement savings plan
Personal Paid Time Off
Paid holidays and company-wide Wellness Day off
Paid time off to volunteer at nonprofit organizations
Pet friendly office environment
Commuter Benefits
Group Pet Insurance
On the job training and skills development
Employee Assistance Program (EAP)
Interview Technology Notice:
Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.
By continuing with the interview, you consent to this use.
Text Messaging Notice:
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Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.