About the position
At Chewy, we are passionate about helping pet owners protect their beloved furry companions through our comprehensive pet insurance offerings. As a Licensed Customer Service Representative (LCSR), you will play a crucial role in educating customers about our pet insurance plans and helping them make informed decisions regarding their pet's insurance needs. This position is remote, allowing you to work from the comfort of your home in Texas, Florida, or Arizona. You will be responsible for guiding customers through the enrollment process, ensuring they understand the benefits of our coverage options, and addressing any questions or concerns they may have. Your expertise in our insurance plans will be vital in recommending the best options tailored to each pet owner's unique situation. In this role, you will develop a deep understanding of Chewy's pet health insurance plans and utilize various technologies to provide a seamless customer experience. You will handle inbound inquiries and follow up with potential customers, utilizing a consultative approach to identify their needs and recommend appropriate insurance solutions. Your ability to maintain call control and guide conversations towards successful enrollments will be key to meeting and exceeding enrollment targets. You will also be expected to demonstrate empathy and understanding, ensuring that every interaction leaves a positive impression on our customers. As part of your responsibilities, you will need to accurately document customer information during the enrollment process and utilize your problem-solving skills to address any issues that arise. Your commitment to providing exceptional customer service will be reflected in your ability to listen actively, respond to objections with confidence, and instill trust in potential customers. This role requires a positive attitude, adaptability, and a willingness to learn and grow within the company, as you will be part of a dynamic team dedicated to making a difference in the lives of pets and their owners.
Responsibilities
- Develop a working knowledge of insurance and operate as an expert on Chewy's pet health insurance plans.
- 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.
