Remote Pet Insurance Licensed Customer Service Representative (LCSR)
Overview:
Chewy (CarePlus) is 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 educate customers about our pet insurance plans, recommend a plan to suit their unique needs, and provide a consistent customer... experience.
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 a 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. Operate with a willingness to learn by receiving and giving feedback in a way that promotes a culture of being open-minded to grow.
Qualifications:
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.
Benefits:
Four weeks of virtual training Opportunity to work from home Competitive salary and benefits package Professional development and growth opportunities Team-oriented and dynamic work environment Flexible scheduling and overtime opportunities Paid training and onboarding program Comprehensive insurance coverage for pets and pet owners Employee discounts and perks Opportunities for advancement and career growth Apply Job!