Member Experience Associate - Retention

Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice.

Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? – through a wide portfolio of products + offerings, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.

At Fetch, you are a part of that innovation. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, it is an all-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets.

As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally.

Not just pets, we want our employees to live their best lives, too — here at Fetch, you will have:
• 401k matching
• Personal paid time off - 20 days accrued annually, 9 holidays, 1 floating holiday
• One additional day of PTO is added each year on your anniversary with the company; a maximum of 30 days
• Volunteering - eligible to earn up to 8 floating holiday hours per calendar year
• Educational Assistance Programs
• Department incentive perks
• Fetch Pet Insurance discount - 50% off, up to $1000 savings/year

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
• Use multiple desktop tools to assess customers’ current policy details, benefits of coverage, and statistics on pet breeds (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 the 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 customers, and actively listening in real-time
• Work independently and collaboratively as a team player
• Ability to interface with a wide range of customer types
• The 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. The company will pay for licenses, where applicable

WORK-FROM-HOME SET-UP.
• Subscription to a 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” ma monitors, a 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

If you are passionate about furry friends and eager to educate pet owners on the value of protecting their beloved companions, this job is perfect! Join us at Fetch, where we help pets live their best lives and empower our employees to live theirs.

—ABOUT FETCH—

Fetch is a high-growth, Warburg-Pincus portfolio company. 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 have two offices (New York City, NY, and Winnipeg, Canada) and we currently provide security to over 360,000 pet parents.

We don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. We are proud to be an equal-opportunity employer. We recruit, hire, pay, grow, and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.

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