Call Center Retention Agent - Pet Insurance
Fully Remote
Description


Why Fetch by The Dodo?

Fetch by The Dodo is a high-growth, Warburg-Pincus portfolio company, and the only pet insurance recommended by the #1 animal brand in the world, The Dodo. We are a passionate group of 200+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We want employees to live their best lives, too — that’s why we offer medical, dental, vision, 401K matching, and PTO. We offer all employees a Fetch by The Dodo insurance discount.


We have three offices (New York City, New York, King of Prussia, Pennsylvania and Winnipeg, Canada) and offer remote work flexibility to ensure our team works where they are the most productive, the most comfortable and the happiest. 

Education is a big part of our company culture, too. So, along with our Educational Assistance Program, which covers the cost of courses that interest team members, we offer a Career Advancement Program to help team members find where their talents meet their passions within the company. 


The Member Experience Associate (Retention) provides the last and most important touch for our pet parents. They are customer advocates for both the policyholders and their pets. They offer solutions to complex issues and resolve concerns that may be compelling our customers to re-think their relationship with us. The customer interactions are inbound calls either made directly from our customers or transferred in real-time from our customer service associates. The Member Experience Associates in Retention are a valued part of the customer experience and the only team positioned to address customers that may be thinking about canceling their pet insurance policy.


If you have a passion for furry friends and want to help their human companions understand the value of protecting them with the most comprehensive pet insurance available, this job is for you!.


Primary Responsibilities


? Handle a high volume of incoming and outgoing customer communications (calls and emails) to full completion

? Probe to establish the root cause of customer concerns, determine customer needs and resolve with innovative solutions.

? Act as a customer liaison, empowered to resolve customer issues and amplify the customer’s voice throughout Fetch

? Analyze customer motivation by gathering information and exploring concerns 

? Develop appropriate solutions in real-time to promote customer satisfaction and extend customer’s relationship with Fetch by the Dodo 

? Use multiple desktop tools to assess customer’s current policy details, benefits of coverage, statistics on pet breed (health concerns, likely illnesses, etc.)

? Resell the value of Fetch products, highlighting benefits specific to the customer and their pet(s)

? Negotiate with customers to renew policies and retain business

? Provide feedback on process opportunities and suggestions for improvements

? Provide customer and policyholder support via phone and email

? Document all internal and external interactions within appropriate tracking systems 

? Must be able to work a minimum of 40-hour work week with varied shifts and occasional weekend time

Requirements

    

? A minimum of two (2) years in a call center environment

? Previous Retention call center experience is preferred

? Great understanding of a first-time close sales experience

? Able to multitask– accessing systems, conversing with customer, and actively listening in real-time

? Work independently and collaboratively as a team player

? Ability to interface with a wide range of customer types

? Position is remote and requires some self-direction

? Attention to detail and follow-through on open issues

? Ability to apply initiative and judgment to define and perform tasks, sometimes complex, and sees the bigger picture

? Empathy and patience

? Ability to sell and negotiate in a calm, focused manner

? Excellent verbal, interpersonal and written communication skills

? Proven ability to apply innovative ideas and critical thinking 

? Able to anticipate needs, innovate and flourish in a high volume, fast-paced environment

? Proficient in applications such as phone applications, G-Suite applications and various Internet browsers

? Must be certified with a Property & Casualty (P&C) license across multiple states. Company will pay for licenses, where applicable.


Work from Home Requirements

? Subscription to reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed)

? A quiet, dedicated place to work in your home that is not easily disrupted by background noises or regular distractions

? Office space must be large enough to accommodate two 19” monitors, laptop, mouse, keyboard, and headset

? Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home


At Fetch by the Dodo, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Fetch by the Dodo is proud to be an equal opportunity employer.