Member Experience Associate

Property & Casualty License required to apply. This is a commission eligible position. Fetch Pet Insurance is a tech-enabled pet wellness company offering comprehensive pet insurance with no breed, age, or size restrictions. We help keep vet bills affordable and provide a wide portfolio of products and resources to support pet health. Our customer support team enables customers to use self-serve online tools, mobile app, or live interaction with Call Center Service Agents. Agents handle billing, claims, technical support, and general inquiries while promoting the brand and supporting pet owners. We are expanding rapidly and looking for compassionate professionals with call center experience to handle inbound calls, emails, and outbound calls. This role offers in‑depth visibility into customer needs and the chance to support the success of our customers. You will develop soft skills, learn about Fetch product lines, and use our desktop tools and technology to provide quality support. We offer job aids, weekly knowledge updates, and coaching to help you succeed. PRIMARY RESPONSIBILITIES Utilize Fetch operating standards, call flows and knowledge base to support customer inquiries. Maintain product knowledge through self‑directed training and desktop tools. Follow guidelines to achieve goals, optimizing every customer interaction. Act as a brand ambassador, strengthening 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 workflow and 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 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. 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. Minimum of one (1) year of call center experience. Previous customer service experience required. Ability to work through complex customer issues calmly and focused. 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 factually and influenceively. Excellent verbal, interpersonal, and written communication skills. Ability to anticipate needs, innovate, and thrive in a high‑volume, fast‑paced environment. Proficiency in phone applications, G‑Suite, and various internet browsers. Bachelor’s degree preferred. WORK-FROM-HOME SET-UP Subscription to a reliable high‑speed internet connection (minimum 100 Mbps download and 30 Mbps upload). Quiet, dedicated place to work in your home that is not easily disrupted by background noise. Office space large enough to accommodate two 19” monitors, laptop, mouse, keyboard, phone, and headset. Ability to set up and connect shipped equipment with remote IT assistance. We prioritize mental health and well‑being, ensuring a healthy work‑life balance for employees. BENEFITS & PERKS 401(k) matching. Personal paid time off—20 days accrued annually, 9 holidays, 1 floating holiday. One additional day of PTO added each year on your anniversary with a maximum of 30 days. Volunteering—eligible to earn up to 8 floating holiday hours per calendar year. Educational assistance programs. Department incentive perks. Fetch Pet Insurance discount—50% off, up to $1,000 savings per year. We are proud to be an equal‑opportunity employer. We recruit, hire, pay, grow, and promote regardless of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law. #J-18808-Ljbffr