Customer Support Specialist - Pet Insurance Professional

About Our Company And Team At Prudent Pet Insurance Agency, we want our pets to enjoy great health and receive the best medical care possible throughout their lives. Like so many people today, we consider our pets to be members of the family and want to do whatever it takes to keep them safe. Knowing your options when it comes to pet insurance policies means you can protect your pet, your finances, and your overall pet care experience. That’s why we offer policies that are easy to understand, easy to buy and easy to use. We provide nationwide, customer‑centric service and are constantly looking to grow our team with those who are as passionate about pets as we are. Why Prudent Pet? If you are looking for a fast, fun, dynamic company that thrives on team involvement, pet passion, and fostering creativity, you have found your dream job. What we offer in return is: Generous benefits package including medical, dental and vision An immediate PTO bank to use as well as flexible schedules Employee discount on your pet insurance Opportunities for sharing your knowledge and experience across the entire organization A seat in a small, fast‑growing company with opportunities for growth, leveraging your creativity, and promotions from within. Being a part of an inspiring, brilliant, entertaining, highly efficient and productive culture that you can find nowhere else About The Role – Customer Support Specialist We are looking for an experienced customer service insurance professional who is eager to grow while helping people take care of their furry family members. The Customer Support Specialist will join our Customer Service team, work closely with our Sales and Claims teams, and should have a strong background in insurance customer service, preferably in pet insurance. Vet tech experience is a plus but not required. A strong track record navigating difficult customer conversations toward positive resolutions, at least 5 years of customer service experience, 2 years of insurance experience, general knowledge of pet health, organization and analytical skills are essential. This role works Monday through Friday during regular business hours with rotating schedule between 8 am‑4 pm, 9 am‑5 pm, and 10 am‑6 pm. The position offers 2 days per week working from home and 3 days per week in our Downers Grove office. Core Responsibilities Provide exceptional customer‑centric service to insured and external parties. Handle inbound calls, texts, tickets, and chats from existing policy holders, potential clients, and other external parties. Respond to initial complaints from policy holders and customers, providing feedback to management. Resolve customer issues ethically and professionally, ensuring follow‑up for complete resolution. Analyze and investigate complicated insurance claims with respect to policy limits and terms. Support other related business initiatives of the ownership group. Assist with failed payment collection and white‑glove outreach initiatives. Identify customers’ needs to achieve satisfaction and/or improve processes. Serve as a vital resource to our claims and sales teams to streamline workflows. Ask customers for reviews and referrals. Perform all other duties as assigned. Principal Working Relationships Reports directly to AVP of Operations. Daily involvement with key home office employees including senior leadership. Works as a significant part of a thriving Downers Grove office Customer Service Support Team. Frequent interaction supporting both the Claims and Sales Teams. Qualifications 2 years P&C insurance experience preferred (pet insurance experience a plus). 5 years of customer service experience with successful handling of delicate and sensitive issues. 1 or more years Vet Tech or Pet Health experience preferred. Technically savvy and able to troubleshoot technical issues. Excellent communicator, patient, and empathetic in navigating insurance policy questions. Self‑motivated with strong focus in dynamic or distracting environments. Expert in managing multiple platforms simultaneously, both in the office and remotely. Possess a can‑do, take‑charge, energetic, and positive attitude. Flexible and adaptable in processes; flexible hours and willingness to work both in the office and remote. Willingness to adapt to changing efficiencies and processes. Core Competencies Based upon the responsibilities outlined, candidates should possess the following core competencies: Achievement Orientation – capacity to be energized by challenging goals and a desire to surpass a standard of excellence. Disciplined Action – proactive, decisive action to drive the business forward and attain exemplary levels of production. Relationship Development – ability to develop and maintain relationships with policy holders immediately. Collaborating With Others – create and sustain positive working relationships, even remotely, and maintain an optimal working environment. Professionalism – conduct business in a consistently professional manner, demonstrating integrity, honesty, and enthusiasm. Time Management – carry out customer service tasks with a positive attitude to achieve or exceed standards and goals. Respect for Diversity – support a culture of diversity by fully utilizing the potential of all employees regardless of background or ethnicity, treating all with dignity and respect. Salary: $45,000 per year. #J-18808-Ljbffr