Spanish Bilingual Customer Care Agent

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Job Summary

Embrace Pet Insurance is seeking a Spanish Bilingual Customer Care Representative who will report to the Manager, Contact Center. The Bilingual Customer Care Representative is an invaluable part of the customer journey, from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. Being part of our Contact Center means you’ll be responding to a high volume of phone calls, emails, and providing support to other departments as needed.

Job Location: Remote – USA

Main Responsibilities

Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction

Answer customer emails promptly, addressing their inquiries and concerns professionally

Assist other departments with policy procedures and adjustments

Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies

Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources

Handle emotionally challenging, intense, and stressful situations with grace and resilience

Basic Qualifications

Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism

Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers

Adaptability and the ability to multitask in a fast-paced and demanding environment

Experience in a customer service role, preferably in a call center setting

Basic level of technical proficiency- being comfortable navigating multiple softwares across multiple screens.

A genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns

Expected Hours of Work

This is a full-time position: The shift for this position is M-F 11:30am-8:00pm and Saturday 10:00am-2:00pm EST. Training will last for 6 weeks and the training time will be confirmed prior to the hired class starting.

Proficiency in both English and Spanish- reading, writing, and speaking both languages smoothly and without hesitation

Hourly Pay Rate: $20.19.

This position is eligible for a bilingual pay differential for candidates who meet language proficiency requirements.

This position is non-exempt and eligible for overtime.

This position is not eligible for additional incentive pay.

#li-Remote

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

Comprehensive full medical, dental and vision Insurance

Basic Life Insurance at no cost to the employee

Company paid short-term and long-term disability

12 weeks of 100% paid Parental Leave

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Retirement savings plan

Personal Paid Time Off

Paid holidays and company-wide Wellness Day off

Paid time off to volunteer at nonprofit organizations

Pet friendly office environment

Commuter Benefits

Group Pet Insurance

On the job training and skills development

Employee Assistance Program (EAP)

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Originally posted on Himalayas