About the position
At Chewy, we are passionate about helping pet owners protect their beloved furry companions through our pet insurance offerings. We are currently seeking Licensed Customer Service Representatives (LCSR) to join our dedicated team. In this role, you will be instrumental in educating customers about our pet insurance plans, guiding them through the enrollment process, and ensuring they make informed decisions that best suit their pets' needs. As a remote position, you will have the flexibility to work from home, provided you reside in Florida, Texas, or Arizona. As an LCSR, you will develop a comprehensive understanding of Chewy's pet health insurance plans, including their key features and options. You will engage with potential customers through inbound and outbound communications, providing detailed information about our policies and addressing any questions or concerns they may have. Your consultative approach will allow you to identify customer needs effectively and recommend suitable insurance plans. You will also be responsible for maintaining call control, guiding conversations towards successful enrollments, and overcoming objections with confidence and empathy. Your success in this role will be measured by your ability to meet and exceed enrollment targets while providing exceptional customer service. You will utilize your creativity and critical thinking skills to problem-solve and follow up with customers as needed. We are looking for dynamic individuals who are open to feedback and eager to learn and grow within the role, contributing to a positive team culture.
Responsibilities
? Develop a working knowledge of insurance and operate as an expert on Chewy's pet health insurance plans.
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? Learn and operate within Chewy and our third-party insurance partner internal and external technologies to provide a consistent customer experience.
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? Answer inbound contacts and place outbound follow-ups from potential customers who have expressed interest in our pet insurance policies.
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? Provide detailed information about our policies, coverage options, and answer any questions or objections customers may have.
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? Utilize a consultative approach to effectively probe, identify, recommend, and enroll appropriate insurance plans to customers to meet their specific needs.
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? Maintain call control and guide the conversation towards successful enrollment utilizing an enrollment-based framework.
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? Present the value of our pet insurance policies to emphasize the benefits they offer.
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? Utilize information discovered during the consultative process so that objections can be overcome and converted into insurance enrollments.
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? Overcome objections and concerns with confidence and empathy to instill trust in potential customers.
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? Utilize assumptive closing techniques to confidently guide customers through the enrollment process.
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? Accurately enroll pets in policies, ensuring all necessary information is collected and documented.
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? Meet and exceed enrollment targets and objectives.
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? 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.
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? Consistently offer understanding, active listening, patience, empathy, and kindness to customers and Team Members.
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? Operate with a willingness to learn by receiving and giving feedback in a way that promotes a culture of being open-minded to grow.
Requirements
? 2+ years of experience in a customer service conversion-based role, preferably within the insurance industry.
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? Proven track record of meeting and exceeding conversion targets.
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? Strong consultative conversion skills with the ability to identify customer needs and recommend appropriate solutions.
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? Required to have and maintain a Property & Casualty Insurance license in your home state.
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? Excellent communication skills with a customer-centric approach.
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? Ability to actively listen, understand customer needs, and provide appropriate solutions.
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? Familiarity with the insurance industry, particularly pet insurance, is a plus.
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? Proven track record of quality, productivity, and the ability to understand customers' needs.
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? Strong ability to handle objections and turn them into opportunities.
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? Positive attitude, adaptability, and a willingness to learn and grow within the role.
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? Proficiency in basic computer applications and data entry.
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? Demonstrated ability to multi-task in a fast-paced environment without missing details or cutting corners.
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? Flexibility to shift schedule and work overtime as needed.
Nice-to-haves
? Familiarity with the insurance industry, particularly pet insurance.
Benefits
