Company Overview

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse portfolio of modern pet health brands and services across North America, including insurance, pet education, lost pet recovery services, and more.

We believe pet insurance is more than a financial product. We build solutions that simplify the pet parenting journey while helping improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand, omni-channel approach includes our own insurance carrier, insurance brands, and partner brands.

Embrace Pet Insurance is seeking a Customer Care Representative who will report to the Manager, Contact Center. This role is a critical part of the customer journey—from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. As part of the Contact Center team, this position involves responding to a high volume of phone calls and emails and providing support to other departments as needed.

Main Responsibilities

• Respond to 70–90 phone calls per day while providing exceptional customer service in every interaction
• Answer customer emails promptly, addressing inquiries and concerns professionally
• Assist other departments with policy procedures and adjustments
• Help pet parents understand coverage and options, review claims, and maintain or adjust new and existing policies
• Collaborate with team members by sharing knowledge and resources to support a productive work environment
• Handle emotionally challenging, intense, and stressful situations with professionalism and resilience
• Perform other duties as assigned

Basic Qualifications

• Strong mental and emotional resilience; ability to manage challenging customer interactions with patience and professionalism
• Excellent interpersonal and communication skills, including empathy and rapport-building with customers
• Adaptability and ability to multitask in a fast-paced environment
• Previous experience in a customer service role, preferably in a call center setting
• Basic technical proficiency, including comfort navigating multiple software applications across multiple screens
• Genuine desire to positively impact customer experiences and help resolve concerns

Expected Hours of Work

• Full-time position

Schedule:

• Monday–Friday: 11:30 AM – 8:00 PM EST
• Saturday: 10:00 AM – 2:00 PM EST
• Training will last six weeks; training hours will be confirmed prior to the start of the hired class

Benefits

All roles include comprehensive benefits, which may vary by work location and include:

• Comprehensive medical, dental, and vision insurance
• Basic life insurance at no cost to the employee
• Company-paid short-term and long-term disability
• 12 weeks of 100% paid parental leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal paid time off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet‑friendly office environment
• Commuter benefits
• Group pet insurance
• On-the-job training and skills development
• Employee Assistance Program (EAP)