Job Description
Licensed Customer Care Advocate
Columbus, OH
Operations Customer Experience /
Full-Time
/ Hybrid
Hi from Pumpkin!
Pumpkin is a pet care company on a mission to help make the best pet care possible fur all’. We want to revolutionize pet healthcare by making it easier for families to provide their pets with the wellness and medical care they need throughout their lives. Launched by Zoetis (ZTS), a Fortune 500 company that’s the world’s largest animal health company, Pumpkin is an early-stage startup with big dreams! As a pack, we share agility, guts, collaboration, and a relentless pursuit in creating a healthier, happier world for pets and their people.
Pumpkin is looking for a friendly and empathetic Customer Care Advocate to deliver exceptional service and create a positive and memorable experience for our customers. In this role, you will help pet parents understand how to protect their furry companions with our insurance and non-insurance products. You’ll be responsible for interacting with customers and responding to inquiries via phone, email, text, chat, social media and other communication channels. Working closely with the Customer Care Supervisor, you will develop thorough product knowledge, ensuring compliance and prioritizing customer satisfaction. If you are passionate about supporting the overall well-being of pets and their people, this is the role for you!
This will be a hybrid position with a requirement of 2 days a week in the Columbus, OH office.
What You’ll Do:
- Go above and beyond to provide exceptional service and positively impact the pet parent experience through various communication channels (phone, chat, text, etc.)
- Educate customers to help them understand the benefits of our insurance and non-insurance products.
- Expand coverage and enhance protection, making it easier for families to get the best, most advanced veterinary care for their dogs and cats.
- Optimize performance tracking and management through use of ticketing software, back office systems, and digital tools.
- Maintain data integrity through accurate and meticulous data entry, ensuring reliable information management and effective decision-making.
- Develop a thorough understanding of company policies and guidelines, guaranteeing policies are compliant.
- Perform other duties as assigned.
What We’re Looking For:
- Active Property & Casualty Producer license required
- Prior experience in a customer service role, preferably in a high volume call center or veterinary clinic.
- Proven ability to build and strengthen customer relationships using effective communication, keen listening skills and empathy.
- Strong experience navigating multiple platforms to provide a complete and integrated response to the customer’s inquiry.
- Proficiency with productivity and task management tools like MS Office and G-Suite.
- In-depth familiarity with ticketing software (Zendesk, Kustomer, Gladly, etc).
- Roll-up-your-sleeves mentality and a proactive approach to problem-solving.
- Meticulous attention to detail and strong prioritization abilities to handle multiple tasks effectively.
- An entrepreneurial mindset, a genuine passion for pets, and excitement to work in a start-up environment.
Bonus Points:
- Prior experience with Customer Service in Pet Insurance industry – a major plus
- Prior experience in the pet healthcare industry
- Proficiency in MS Excel and G-Suite tools
- Other languages at a fluent level (writing and conversing); Spanish preferred