Customer Support Specialist – Pet Insurance – Remote Position

Prudent Pet – Customer Support Specialist Pet Insurance Professional – Remote Position 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. We offer policies that are easy to understand, easy to buy, and easy to use - backed by an outstanding, caring, and diverse team. We provide nationwide, customer-centric service and are constantly looking to grow our team with those as passionate about pets as we are: people with stellar personalities, unique perspectives, and a strong belief in teamwork. We do what we love, and we love what we do! Join the #PrudentPetFam and help our policyholders keep their promise to their pets. 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. Here are some highlights: Base salary plus monthly bonus opportunities Generous benefits package including medical, dental, and vision An immediate PTO bank Employee discount on pet insurance Opportunities to share your knowledge and experience across the entire organization A seat in a small, fast-growing company with real opportunities for growth and promotion from within An inspiring, highly efficient, and productive culture you won't find anywhere else This is a career to get excited about! About the Role We are looking for an experienced customer service insurance professional ready to grow their career while helping people care for their furry family members. The Customer Support Specialist will join our Customer Service team and work closely with Sales and Claims. A genuine love of pets is a must - you'll spend your day talking with policyholders about their animals, helping them navigate their pet portal, understand their coverage, and work through claim determinations. This remote role covers the full spectrum of policyholder support: answering insurance questions, processing transactions, explaining claim outcomes (including denials), and handling day-to-day administrative tasks. Strong computer proficiency and the ability to move quickly and accurately across multiple platforms are essential. The right candidate has at least 5 years of customer service experience, 2 years of insurance experience, a general knowledge of pet health, and strong communication and organizational skills. Certified vet tech experience is preferred; pet insurance experience is a plus but not required. This is a fully remote position. Hours rotate Monday through Friday between 8am–4pm, 9am–5pm, and 10am–6pm Central Time. We are hiring immediately. Core Responsibilities Handle inbound calls, texts, tickets, and chats from existing policyholders, potential clients, and other external parties. Answer policyholder questions about coverage, policy terms, and transactions - guiding customers through their pet portal and account management as needed. Communicate claim determinations to policyholders, including denials and coverage exclusions, with clarity and empathy - de-escalating difficult conversations and ensuring customers understand their policy and next steps. Respond to complaints professionally, resolve issues with diligent follow-up, and surface recurring concerns to management. Perform administrative tasks accurately and efficiently, including processing transactions, updating account information, and supporting failed payment collection and white glove outreach initiatives. Serve as a resource to both the Claims and Sales teams to streamline workflows. Identify customer needs and flag opportunities to improve processes. Ask customers for reviews and referrals. Perform all other duties as assigned. Principal Working Relationships Reports directly to Customer Support Supervisor Daily involvement with key home office employees including senior leadership Core remote member of the Customer Service Support Team Frequent collaboration with both the Claims and Sales Teams Qualifications 2 years P&C insurance experience preferred (pet insurance a plus) 5 years of customer service experience, including demonstrated success navigating difficult conversations such as claim denials and coverage exclusions 1 or more years vet tech or pet health experience preferred Fast and proficient on a computer - comfortable managing multiple platforms simultaneously with accuracy and speed Excellent communicator with the patience to explain complex policy details and the composure to handle emotionally charged interactions Self-motivated and able to maintain focus and productivity in a fully remote environment Highly organized with strong attention to detail for administrative accuracy Positive, energetic, can-do attitude - even in challenging situations Flexible and adaptable as processes evolve in a growing company Core Competencies Achievement Orientation - Energized by challenging goals and driven to exceed standards of excellence. Disciplined Action - Acts proactively and decisively, going beyond what is required to drive results. Relationship Development - Quickly builds and maintains trust with policyholders and colleagues alike. Collaboration - Creates and sustains positive working relationships across a fully remote team. Professionalism - Consistently demonstrates integrity, honesty, and enthusiasm in every interaction. Time Management - Manages tasks efficiently to meet or exceed company standards and goals. Respect for Diversity - Upholds a culture of inclusion and treats all employees, customers, and vendors with dignity and respect.