Licensed Customer Care Agent- Evening Shift

Accountabilities:: Deliver exceptional customer service across multiple communication channels, including phone, email, text, chat, and social media, while responding accurately and efficiently. Research customer questions and use sound problem-solving skills to resolve issues, address service concerns, and restore positive customer relationships. Provide clear and accurate information regarding insurance products, policies, processes, and non-insurance-related inquiries. Apply established policies and procedures to ensure claims and policy transactions are handled appropriately, while recognizing situations that may require escalation or an exception. Educate customers about available products and coverage options and proactively identify opportunities to support additional coverage needs. Process new customer enrollments, incoming claims, and ongoing fulfillment activities in accordance with applicable policies and procedures. Use ticketing systems, back-office applications, and other digital tools to manage customer interactions, track activities, and monitor performance. Complete accurate and timely data entry associated with customer service, enrollment, claims, and fulfillment activities. Maintain a high level of professionalism, empathy, responsiveness, and attention to detail across every customer interaction. Support additional customer care and operational initiatives as assigned. Requirements: Existing Property & Casualty Insurance License is required. Previous experience in a customer service role involving a high volume of direct customer interaction. Experience using customer service or ticketing platforms such as Zendesk, Kustomer, Gladly, or comparable systems. Excellent verbal and written communication skills, with the ability to explain information clearly and professionally. Strong administrative and computer skills, with confidence learning and navigating multiple digital systems. Exceptional attention to detail and accuracy when handling customer information, transactions, documentation, and data entry. Strong problem-solving skills and the ability to investigate issues, identify appropriate solutions, and follow through to resolution. Ability to work independently, take ownership of customer issues, and demonstrate initiative in a fast-paced environment. A hands-on, adaptable approach with a willingness to take responsibility and do what is needed to deliver a strong customer experience. Strong organizational skills and the ability to manage multiple customer interactions and priorities efficiently. Interest in an entrepreneurial, growth-oriented environment and genuine enthusiasm for pets and their well-being. Ability to work the scheduled 12:00 p.m.–8:30 p.m. ET evening shift. Ability to work effectively in a fully remote environment. Benefits: Fully remote position within the United States. Full-time employment with a regular evening schedule. $20.19 per hour base pay. Non-exempt position eligible for overtime. Comprehensive medical, dental, and vision insurance. Company-paid basic life insurance. Company-paid short-term and long-term disability coverage. 12 weeks of 100% paid parental leave. Health Savings Account (HSA) and Flexible Spending Accounts (FSA). Retirement savings plan. Personal paid time off, paid holidays, and a company-wide Wellness Day. Paid time off for volunteering with nonprofit organizations. Group pet insurance and pet-focused benefits. Employee Assistance Program (EAP). On-the-job training and opportunities for skills development and career advancement. Opportunity to contribute to a customer-focused organization dedicated to improving the pet-parenting experience. Accommodations are available for qualified candidates with disabilities throughout the hiring process.