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 1,000,000 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.

IPG’s mission is to strengthen the unique bond between pets and their people through our family of innovative products and services. We understand how important pets are: they’re family. Our pack of 1,200 team members embodies a shared passion for positively impacting the lives of our four-legged friends.

• Responds to internal and external inquiries within stated service level agreements.
• Manages inbound and outbound contacts regarding member questions, customer complaints, products, warranties, and general customer inquiries in accordance with quality and processing guidelines.
• Analyzes, researches, and resolves problems and discrepancies for member accounts.
• Maintains product knowledge and awareness of customer service policies.
• Maintains understanding of federal and state regulations to include compliance.
• Participates in solution innovation, sales, and retention efforts with current and new clients.
• Engage in warm sales calls to potential customers, providing exceptional customer service and building rapport.
• Utilize your expertise to educate customers about our pet insurance products and help them choose the right coverage.
• Use policy administration systems and quoting tools to provide quotes, conduct policy changes, and take payments accurately and efficiently.
• Manage customer relationships effectively using CRM software to track interactions and provide outstanding service.
• Adapt to and work with telephony systems for effective communication and collaboration with customers and team members.
• Be comfortable being on the telephone for extended periods of time, managing a high volume of customer interactions.
• Have excellent verbal and written communication skills
• Available to work one Saturday per month to cater to the needs of our customers.
• Bilingual (Spanish) preferred
• Performs other duties and responsibilities as assigned.
  
  

Qualifications

Experience: 2 years relevant experience

Education: None

Licenses/Certifications: Must have and maintain Property & Casualty License or must obtain within 45 days of hire

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)