Licensed Customer Care Agent

Schedule: Monday–Friday, 12:00 PM–8:30 PM ET + approximately one Saturday per month Location: Fully Remote – U.S. Remote Work Candidates may reside anywhere in the U.S. except California, Massachusetts, New York, New Jersey, Washington, Hawaii, Alaska, Colorado, Connecticut, Nebraska, and Montana. Start Date: Targeting October 26, 2026 About the Opportunity We are hiring a Licensed Customer Care Agent to join a growing pet health and insurance organization focused on helping pet parents access the care their dogs and cats need. In this role, you'll provide thoughtful, personalized support to customers through phone, email, text, chat, and social media. You'll help pet parents understand their insurance coverage, navigate claims, complete enrollments, and find solutions to their questions or concerns. This is a great opportunity for someone who combines insurance knowledge with a genuine passion for customer care and helping others. Pet insurance or veterinary experience is a plus, but we're also open to strong P&C-licensed candidates coming from other insurance or customer service backgrounds. What You'll Do Provide friendly, timely customer support across phone, email, text, chat, and social media Answer insurance and non-insurance-related questions and educate customers about their coverage Assist customers with claims, new enrollments, and ongoing policy fulfillment Research customer questions and identify appropriate solutions Resolve customer concerns and help turn challenging experiences into positive ones Educate customers on available products and identify opportunities to provide additional coverage when appropriate Follow company policies and procedures while using sound judgment when handling customer situations Enter and maintain accurate customer information and documentation Use ticketing, CRM, back-office, and other digital systems to manage customer interactions and tasks Complete assigned administrative and fulfillment activities accurately and independently What We're Looking For Required: Active Property & Casualty Producer license Prior customer service experience with a high degree of customer interaction Strong verbal and written communication skills Excellent attention to detail and follow-through Comfortable working across multiple computer systems and digital tools Ability to work independently in a fully remote environment Preferred: Experience with customer service/ticketing platforms such as Zendesk, Kustomer, Gladly, or similar Insurance claims or policy servicing experience Experience in pet insurance, veterinary medicine, animal health, pet care, or a related field A genuine passion for animals and helping pet parents What Makes This Role Different This is a customer-first environment, not a call-center environment where you're expected to rush customers off the phone. You'll handle approximately 30–40 customer calls per day, but there is no strict Average Handle Time requirement. The focus is on listening to customers, understanding their needs, educating them about their coverage, and providing a great experience. We're looking for someone who is naturally warm and personable, reliable, proactive, and comfortable taking ownership of customer issues from beginning to end. Schedule Monday–Friday: 12:00 PM–8:30 PM Eastern Time Approximately one Saturday per month: 9:00 AM–5:30 PM ET When scheduled on Saturday, you'll receive a weekday off that same week Saturday schedules are provided approximately one quarter in advance This role is primarily a day/evening schedule with no regular graveyard shifts Remote Work This is a 100% remote position , and equipment will be provided and shipped directly to you. Candidates may reside anywhere in the U.S. except California, Massachusetts, New York, New Jersey, Washington, Hawaii, Alaska, Colorado, Connecticut, Nebraska, and Montana. About the Company Our client is a rapidly growing pet health company dedicated to helping pet parents afford high-quality veterinary care. Their products provide accident and illness coverage as well as wellness options for dogs and cats. The organization combines pet health expertise with technology to make veterinary care more accessible and easier to navigate for pet parents. If you're a P&C-licensed professional who loves helping people and has a soft spot for animals, we'd love to hear from you! #J-18808-Ljbffr