Customer Care Specialist
About adoro: Founded by passionate pet insurance experts, adoro is a pet insurance company that brings a new experience to pet owners: A product that covers what matters most, designed to stay more affordable as pets age, and offering an easy and fast claims experience. Job summary: One of the most important ways we can help pet owners is by delivering an exceptional customer service experience. This can be a time of high stress for pet owners, and we’re looking for someone to reinforce their trust in adoro by providing information to prospective customers, assisting existing customers, and responding to all phone, email, text and chat inquiries promptly and with empathy. This is a remote position. Essential responsibilities: Responsible for helping customers understand adoro’s insurance offerings and answer questions with empathy and care. Develop thorough product knowledge, ensuring compliance and prioritizing customer satisfaction. Handle inbound calls, emails, texts and chats from existing customers, potential customers, and other external parties. Respond to inquiries from customers relating to our product and service. Identify customers' needs to achieve satisfaction and/or improve processes. Explain claim outcomes and assist with claims team work as needed. Key requirements: Demonstrated passion for excellence with respect to treating and caring for customers. Knowledge of veterinary terms, abbreviations and conditions. Insurance Producer License Ability to work in a fast paced environment and work efficiently in multiple systems. Demonstrable Microsoft Office proficiency: Word, PowerPoint, Excel, Outlook, Teams. Ability to work independently in a remote capacity, while also fostering teamwork and collaborating with others. Strong writing skills including organization, spelling, grammar and punctuation. Preferred requirements: 3+ years of customer service experience in sales and retention 2+ years of veterinary experience Experience working in Dialpad Schedule/other requirements: · This is a full time position. · Occasional weekend and holiday work will be required. · This position requires reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed) and a quiet, dedicated place to work in your home that is not easily disrupted by background noises or distractions. A network test will be performed to verify sufficient speeds and connectivity. Compensation: The pay for this position is $28.85/hour on a full-time schedule. The position is eligible for overtime pay. Along with the hourly pay, you may be eligible for bonuses based on performance. Benefits: adoro pays 100% of medical, dental, and vision benefits for employees. adoro pays 50% of medical, dental and vision benefits for eligible dependents. 20 days of paid time off and 10 paid floating holidays Pet insurance stipend available 401k Plan, including matching, eligible after 3 months. Additional Information: adoro is an equal-opportunity employer. We want to build a team that represents a variety of backgrounds, abilities, perspectives, and skills. Please note that all your information will be kept confidential according to EEO guidelines. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process and perform essential job functions. For more information about adoro, please visit adoropet.com