Customer Support Agent

Atlanta, USA | full-time

Posted: 03/08/2021
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Closing on: 31/08/2021

Job summary

ManyPet’s vision is to be ‘every pet lover’s favourite insurer’ and to become ‘the global pet insurer’.  Having already launched in the UK and Sweden, ManyPets will launch its pet health insurance and wellness offering in the US in Q2 2021. As one of our first Operations team members, you’ll have your hands in the customer experience from beginning to end. You will utilize your experience and knowledge in both our customer support team and our claims handling team, enabling you to gain a complete understanding of the customer experience. From answering phone calls or live chat questions to processing claims and reimbursing our policyholders, you will be an integral part of the team. Join a customer service centric team that always puts our policyholders and their pets first. This is an exceptional opportunity to work in the freedom and innovation of a start-up setting with the security and support of our parent company behind you.

Your key responsibilities

As part of our customer support team, you will help our customers through all stages of the policy lifecycle, while keeping the customer at the heart of everything you do. You will:

  1. Ensure customer support is delivered to comply with company policies, state regulations, and Department of Insurance regulations.
  2. Manage a broad range of customer queries and requests through various channels, including phone, email, live chat, and social media, providing a professional and helpful service and effective customer communication.
  3. Advise and support individual customers, ensuring their needs are understood and service standards are maintained.
  4. Handle complaints constructively and in line with company and DOI guidelines, referring to your manager when needed, to ensure prompt and effective resolution.
  5. Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality and compliance standards.
  6. Liaise effectively and collaboratively with colleagues across the company to support company and department initiatives.
  7. Provide feedback to the Product team for development of new products.
  8. Champion product and process improvements to benefit the overall customer experience.
  9. Participate in, and contribute to, ongoing training and development, in order to extend and share knowledge.
  10. Live ManyPets core values daily with authenticity.

How you’re measured

  • Positive customer satisfaction results - FEEFO and Net Promoter Score.
  • Service level agreements are achieved.
  • Regulatory and compliance requirements are achieved.
  • Maintain a high level of productivity across all channels of work.
  • Quality assurance requirements are met.
  • Data quality and integrity are maintained.
  • High quality and accuracy of all documentation issued.

What you bring

Knowledge

  • Strong understanding of the value and impact of pet insurance on the health and well-being of our policyholder’s pets.
  • Knowledge of personal data confidentiality requirements.
  • Insurance / financial services / regulated industry knowledge is an advantage.
  • Veterinary knowledge, including basic understanding of disease processes is an advantage.

Skills and personal attributes

  • Spanish language skills- advantage.
  • Emotional intelligence: empathy, compassion, and flourishes in a team.
  • Flexible and adaptable.
  • Strong verbal and written communication skills.
  • Confident and professional telephone skills and manner.
  • Customer centric mindset, creating best in class outcomes for our policyholders.
  • High accuracy, quality, and attention to detail in documentation and record-keeping.
  • Time management: plans and organizes own work.
  • Good listening skills: questioning, summarizing, and reflecting with empathy.
  • Applies pragmatic judgment and is prepared to make decisions.
  • Takes ownership of issues, follows through to resolution, and maintains a “can do” attitude.
  • Comfortable operating in an environment of ambiguity and innovation.
  • Effectively operate a personal computer and software for business activities.

Experience and qualifications

  • Undergraduate degree in Animal Science related field- advantage.
  • Veterinary experience preferred – technicians, receptionists, and hospital managers encouraged to apply!
  • Licensed as a property and casualty producer and adjuster or be able to obtain within first 30 days (at ManyPets’ expense).
  • Insurance experience a plus but not required.
  • Experience using simple databases is a plus.

This job description highlights the main areas of responsibility. As we are a high-growth organization, it is not intended to be a complete list of all duties and may change with the evolution of the business.

Download the job description

Bought By Many is making the world a better place for pet parents. Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.

Our latest Series D funding round was $350m which values us at $2bn. All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being.

We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things.

What it’s like to work here?

Our company is fast-paced, respectful, fun-loving and (most importantly) passionate about pets and their well-being. We think big and we can only do that if we have a wonderful array of different people with different lived experiences and backgrounds, bringing their whole self to work every day. Throughout the business, you will meet people who think differently, aim for impact, and love to try new things. 

Our physical offices are bright and open with plenty of treats and extras and we provide practical support and best-in-breed kit for homeworking.  We are a connected and sociable business and like to spend time together in regular fun activities, both online and in person (when we can!).

We work together as one team and we share the same values:

  • Show you care
  • Do the right thing
  • Work in partnership
  • Dare to think big
  • Be tenacious and be fast

Award-winning innovative technology and exceptional customer service are at the heart of our offer: we now rank 30th on the Tech Track 100 (2020) and we won the Insurance Choice Awards (2020) for both Best Pet Insurance Provider and Innovation of the Year.

Our latest Series D funding round was $350m which values us at $2bn.  All this was made possible by the hard work from our incredible colleagues around the world; and we’re excited to embark on the next stage in our journey. We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come. 

Salary

$17-$18 per hour


Benefits

  • Health
  • Dental
  • Vision
  • Term life insurance
  • 401k pension
  • Wide ranging Employee Assistance Programme

Hours of work

Our standard working week is 37.5 hours, typically 09:00 to 17:30 from Monday to Friday. Occasional travel to other sites will be required.


Line manager

Operations Leads


Location

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To create an insurance policy that actually makes insurance better for everyone, companies need to look beyond just making things clearer and fairer.
Guy Farley, CTO & Co-founder