About the position
Chewy (CarePlus) is dedicated to helping pet owners protect their beloved furry companions. We are committed to offering comprehensive coverage and exceptional customer service to ensure that pets and pet parents receive the best possible care when they need it most. We are seeking dynamic and passionate individuals to join our team as Licensed Customer Service Representatives (LCSR) and play a crucial role in helping pet owners make informed decisions about their pet's insurance needs. As an LCSR, you will play an important role in educating customers about our pet insurance plans, the benefits of coverage, and recommending a plan to suit their unique needs. This role requires that you live in either Florida, Texas, or Arizona, but the position is remote, and as such, you should be comfortable and able to work from your home.
Responsibilities
- Develop a working knowledge of insurance and operate as an expert on Chewy's pet health insurance plans, knowing the key features and options to recommend the best plan for pet parents.
- Learn and operate within Chewy and our third-party insurance partner internal and external technologies to provide a consistent customer experience.
- Answer inbound contacts and place outbound follow-ups from potential customers who have expressed interest in our pet insurance policies.
- Provide detailed information about our policies, coverage options, and answer any questions or objections customers may have.
- Utilize a consultative approach to effectively probe, identify, recommend, and enroll appropriate insurance plans to customers to meet their specific needs.
- Maintain call control and guide the conversation towards successful enrollment utilizing an enrollment-based framework.
- Present the value of our pet insurance policies to emphasize the benefits they offer.
- Utilize information discovered during the consultative process so that objections can be overcome and converted into insurance enrollments.
- Overcome objections and concerns with confidence and empathy to instill trust in potential customers.
- Utilize assumptive closing techniques to confidently guide customers through the enrollment process.
- Accurately enroll pets in policies, ensuring all necessary information is collected and documented.
- Meet and exceed enrollment targets and objectives.
- Use creativity and critical thinking skills to research, problem-solve, and determine appropriate solutions for the customer and follow up as needed to resolve issues.
- Consistently offer understanding, active listening, patience, empathy, and kindness to customers and Team Members.
Requirements
- 2+ years of experience in a customer service conversion-based role, preferably within the insurance industry.
- Proven track record of meeting and exceeding conversion targets.
- Strong consultative conversion skills with the ability to identify customer needs and recommend appropriate solutions.
- Required to have and maintain a Property & Casualty Insurance license in your home state.
- Excellent communication skills with a customer-centric approach. Ability to actively listen, understand customer needs, and provide appropriate solutions.
- Familiarity with the insurance industry, particularly pet insurance, is a plus.
- Proven track record of quality, productivity, and the ability to understand customers' needs.
- Strong ability to handle objections and turn them into opportunities.
- Positive attitude, adaptability, and a willingness to learn and grow within the role.
- Proficiency in basic computer applications and data entry.
- Demonstrated ability to multi-task in a fast-paced environment without missing details or cutting corners.
- Flexibility to shift schedule and work overtime as needed.
Nice-to-haves
- Familiarity with the insurance industry, particularly pet insurance.
