About the position
As a Licensed Property & Casualty Agent specializing in Pet Insurance at Chewy, you will play a crucial role in helping pet parents navigate their insurance options. This remote position requires you to be based in Texas, Florida, or Arizona, allowing you to work from the comfort of your home while providing exceptional service to customers. Your primary responsibility will be to develop a comprehensive understanding of Chewy's pet health insurance plans, enabling you to recommend the best coverage options tailored to the unique needs of each customer. In this role, you will engage with potential customers through inbound contacts and outbound follow-ups, addressing their inquiries about our pet insurance policies. You will utilize a consultative approach to identify customer needs, recommend suitable insurance plans, and guide them through the enrollment process. Your ability to maintain call control and effectively manage conversations will be essential in achieving successful enrollments. You will also be responsible for overcoming objections and concerns with empathy and confidence, ensuring that customers feel supported throughout their decision-making process. To succeed in this position, you will need to meet and exceed enrollment targets while consistently demonstrating understanding, patience, and kindness to both customers and team members. You will be expected to engage in continuous learning and feedback to foster a culture of growth and improvement within the team. This role requires a strong commitment to customer service and a passion for helping pet owners secure the best insurance coverage for their furry companions.
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.
