Customer Service Representative

at  Independence Pet Group

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help 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 and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
Established in 2021, Independence Pet Holdings (IPH) is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help 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 and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
PetPlace, a subsidiary of IPH, is building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet and insurance to make pet care easy.
Position Summary:
PetPlace is seeking a Customer Service Representative who will report to the Supervisor, Customer Service. As a member of our Lost Pet Recovery Team, you will provide the critical service of taking inbound calls regarding lost and found pets, billing inquiries, service inquiries, processing sales and making outbound calls as needed to inform pet parents that have our membership the status of their pets and follow up on any outstanding issues. Meeting the diverse needs of our customers requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Customer Service Team is fast paced, performance-driven and rewarding. We value our advocates career growth and ongoing professional development- and we regularly recognize their achievements and outstanding results.
Job Location: Remote – Ontario

Main Responsibilities:

• Handle inbound inquiries from members and non-members who’ve lost their pets, good Samaritans who have found lost pets, and connect them with each other through inbound and outbound calls
• Explain and educate callers on services based on membership levels and subscriptions
• Process membership sales when required via inbound and outbound dials – A bonus will be paid monthly for sales related to membership
• Engage by phone inbound and outbound, email and live chat with members and non-members, good Samaritans, veterinary clinics, shelters, animal control officers, law enforcement officers, etc. to get pets home safely
• Explain services related to any billing inquires and retain membership customers
• Input ownership transfers for microchipped pets to ensure that pets are associated with the proper owner
• Assist with membership folders and other membership related work
• Cross sell when appropriate
• Other duties as assigned

Education/Experience:

• Minimum High School diploma or equivalent, post-secondary would be an asset
• 1-2 years of customer service experience, dealing with the general public is preferred
• Call centre experience is a strong asset

Required Qualifications (Certifications, Licenses, Software Programs, KSA’s):

• Exceptional telephone communication skills; able to engage with most any type of customer and speak with confidence and empathy while diffusing difficult situations
• Good technical knowledge and comfort level in a Windows environment, with strong keyboarding skills. Demonstrated ability to learn new systems and navigate multiple screens in a customer - service oriented role
• Knowledge of Microsoft Office Suite would be an asset
• Experience in a fast-paced, metrics-driven environment with a high sense of urgency
• You have demonstrated the ability to multitask (emails, chats, calls) in a fast-paced environment and a genuine empathetic and engaged communication style
• Strong attention to detail. Accuracy in data entry is critical when you are dealing with microchip numbers, phone numbers and pet ownership details

Additional Qualifications:

• The Lost Pet Recovery Queue is open 24/7/365 as an emergency customer care line. As such all Lost Pet Recovery Specialist must be available to work weekends, all holidays including Canadian and US Holidays. Working hours between the hours of 12:00 pm and 12:00 am, weekday and weekend nights.

Work Requirements:

• Frequent communications, verbal and written
• Must be able to remain in a stationary position 80% of the time
• Must be able to read, count and do simple mathematics
• Be able to lift to 10lbs. occasionally
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a phone with headset, calculator, copy machine, and computer printer

• Handle inbound inquiries from members and non-members who’ve lost their pets, good Samaritans who have found lost pets, and connect them with each other through inbound and outbound calls
• Explain and educate callers on services based on membership levels and subscriptions
• Process membership sales when required via inbound and outbound dials – A bonus will be paid monthly for sales related to membership
• Engage by phone inbound and outbound, email and live chat with members and non-members, good Samaritans, veterinary clinics, shelters, animal control officers, law enforcement officers, etc. to get pets home safely
• Explain services related to any billing inquires and retain membership customers
• Input ownership transfers for microchipped pets to ensure that pets are associated with the proper owner
• Assist with membership folders and other membership related work
• Cross sell when appropriate
• Other duties as assigne