Customer Support Specialist (Pet Insurance) - Hybrid Position

Job Description

Job Description

Customer Support Specialist (Pet Insurance) – Hybrid PositionAbout UsAt Prudent Pet Insurance Agency, we believe pets are family. Our mission is to provide peace of mind to pet parents through simple, reliable coverage and exceptional service. We are a fast-growing, customer-focused organization looking for passionate individuals who thrive in a dynamic environment. Position Overview - $45,000 Annual Salary plus monthly bonus opportunitiesWe are seeking an experienced Customer Support Specialist to join our call center team. This role is ideal for someone who excels in high-volume, fast-paced environments, can confidently navigate challenging customer interactions, and is passionate about delivering exceptional service.You will serve as a key point of contact for policyholders, supporting policy inquiries, billing, and claims-related questions, while partnering closely with our Sales and Claims teams.This is a hybrid position (3 days in-office in Downers Grove, IL and 2 days remote). Key ResponsibilitiesHandle high-volume inbound calls, chats, and tickets from policyholders and prospective customersProvide support on policy coverage, billing, and claims status/explanationsGuide customers through the claims submission process, ensuring accuracy and completenessDe-escalate and resolve complex or sensitive customer concerns with professionalism and empathyInvestigate and interpret policy details to provide clear, accurate information to customersDocument all interactions thoroughly in internal systemsPartner with Claims and Sales teams to ensure seamless customer experienceAssist with payment collections, outreach initiatives, and customer retention effortsIdentify trends and provide feedback to improve processes and customer satisfaction  What We're Looking For5+ years of customer service experience (call center/high-volume environment strongly preferred)2+ years of insurance experience (P&C preferred; pet insurance a plus)Proven ability to handle difficult or emotional customer interactions in a calm, solutions-focused mannerAbility to work efficiently under pressure in a fast-paced environmentStrong communication skills with the ability to explain complex information clearlyHighly organized with strong multitasking and problem-solving skillsComfortable navigating multiple systems simultaneously while on callsVeterinary or pet health experience is a plus What Sets You ApartYou remain calm and professional in high-stress situationsYou take ownership of customer issues and follow through to resolutionYou are adaptable and thrive in a growing, evolving environmentYou genuinely care about helping people and their pets Work Environment & ScheduleHybrid: 3 days in-office (Downers Grove), 2 days remoteSchedule between 8:00 AM – 6:00 PM (rotating shifts)Fast-paced, metrics-driven call center environment Why Join Prudent Pet?Base salary + monthly bonus opportunitiesComprehensive benefits (medical, dental, vision)PTO + flexible schedulingEmployee discount on pet insuranceGrowth opportunities within a rapidly expanding companyCollaborative, energetic, and supportive team culture