Licensed Customer Care Advocate
Columbus, OH
Operations – Customer Experience /
Full-time /
Hybrid
Pumpkin promises uncompromising care to the cats & dogs we love unconditionally. By helping prevent future health risks and ensuring access to gold-standard veterinary medicine and individualized support when it matters most–we aim to enable $1/2B in life-extending and life-saving treatment over the next five years.
How we’re making this happen:
Premium Insurance: Best-in-class coverage to enable the best, most advanced treatments and therapies when it matters most – without compromise
Innovative Wellness Plans: Personalized preventive care products designed with vets to prevent, reduce, and detect health risks earlier to extend quality of life
5-Star Experience: Concierge service & experience powered by pet experts and industry-leading technology to make decisions and providing care stress-free & frictionless
Mission-Driven Culture: We put pets' best interests at the center of everything we do. We dream big and solve big problems. We embrace speed, agility, and fearlessness to jump the highest fences, dig new and bigger holes, and fight for the toys we believe in.
Pumpkin is looking for a friendly and empathetic Customer Care Advocate to deliver exceptional service and create a positive and memorable experience for our customers. In this role, you will help pet parents understand how to protect their furry companions with our insurance and non-insurance products. You’ll be responsible for interacting with customers and responding to inquiries via phone, email, text, chat, social media and other communication channels. Working closely with the Customer Care Supervisor, you will develop thorough product knowledge, ensuring compliance and prioritizing customer satisfaction. If you are passionate about supporting the overall well-being of pets and their people, this is the role for you!
This will be a hybrid position with a minimum requirement of 2 days a week in the Columbus, OH office.
What You'll Do:
- Go above and beyond to provide exceptional service and positively impact the pet parent experience through various communication channels (phone, chat, text, etc.)
- Educate customers to help them understand the benefits of our insurance and non-insurance products.
- Expand coverage and enhance protection, making it easier for families to get the best, most advanced veterinary care for their dogs and cats.
- Optimize performance tracking and management through use of ticketing software, back office systems, and digital tools.
- Maintain data integrity through accurate and meticulous data entry, ensuring reliable information management and effective decision-making.
- Develop a thorough understanding of company policies and guidelines, guaranteeing policies are compliant.
- Perform other duties as assigned.
What We're Looking For:
- Active Property & Casualty Producer license required
- Prior experience in a customer service role, preferably in a high volume call center or veterinary clinic.
- Proven ability to build and strengthen customer relationships using effective communication, keen listening skills and empathy.
- Strong experience navigating multiple platforms to provide a complete and integrated response to the customer’s inquiry.
- Proficiency with productivity and task management tools like MS Office and G-Suite.
- In-depth familiarity with ticketing software (Zendesk, Kustomer, Gladly, etc).
- Roll-up-your-sleeves mentality and a proactive approach to problem-solving.
- Meticulous attention to detail and strong prioritization abilities to handle multiple tasks effectively.
- An entrepreneurial mindset, a genuine passion for pets, and excitement to work in a start-up environment.
Bonus Points:
- Prior experience with Customer Service in Pet Insurance industry - a major plus
- Prior experience in the pet healthcare industry
- Proficiency in MS Excel and G-Suite tools
- Other languages at a fluent level (writing and conversing); Spanish preferred
Benefits and Perks:
- Comprehensive contributions to medical, dental and vision for colleagues and dependents
- Generous PTO and Paid Holidays
- 401k with company match
- Pumpkin Insurance and preventative care for every pet in your family
- The opportunity to join a team where every team member has the autonomy and support they need to boss their role and make empowered decisions
- Pet Friendly Offices, Stocked Kitchens, Team Workouts, Team Outings and much more!
Pumpkin's Core Values:
Pets Come First: Put what’s best for pets at the center of everything we do
Trust the Pack: Help families make empowered pet care decisions
Jump Fences: If there’s a will, there’s always a way over them
Share Toys: Be generous with our gifts and amazing things will happen
Dig New Holes: Challenge conventions to create the future of pet health care
Pumpkin is proud to be an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other characteristic protected by federal, state or local laws.
