Insurance Agent

Pet Partners is seeking an Insurance Agent- Service Agent to be responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues in a timely and professional manner.

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Main Responsibilities:

• Customer Interaction & Inquiry Management:
  • Respond to internal and external inquiries within stated service level agreements (SLAs).
  • Manage incoming contacts regarding member questions, customer complaints, product inquiries, warranties, and general customer concerns in accordance with quality and processing guidelines.
• Problem Resolution & Account Analysis:
  • Analyze, research, and resolve problems and discrepancies for member accounts.
  • Cross-train and provide assistance to team members as needed, contributing to overall team effectiveness.
• Policy & Compliance Maintenance:
  • Maintain product knowledge and awareness of customer service policies and/or store policies.
  • Ensure understanding and compliance with federal and state regulations.
• Sales & Retention Efforts:
  • Participate in solution innovation, sales, and retention efforts with current and new clients.

Additional Duties:

• Perform other duties and responsibilities as assigned.

Licenses/Certifications:

• Must have and maintain a Property & Casualty License or obtain within 45 days of hire.

Level-Specific Responsibilities:

• Respond to inbound support issues, utilizing prepared Question & Answer documents to resolve simple complaints and answer general customer inquiries.
• Work independently under limited supervision for routine situations.
• Provide assistance and training to team members and colleagues as needed.

Accountability/Complexity:

• Manage routine customer inquiries with limited supervision and escalate more complex issues when necessary.
• Continue to develop skills in a structured yet flexible environment.

Experience Requirements:

• Minimum 2 years of relevant experience in customer service, call center, or a similar field.

Education Requirements:

• No formal education requirement.