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Our Opportunity:
• Do you have a passion for helping animals? Do you currently hold a Property & Casualty insurance license? Come make an impact at Chewy! We have a unique opportunity for you to join our pet insurance team.
• Chewy (CarePlus) is dedicated to helping pet owners protect their beloved furry companions. We are committed to offering comprehensive coverage and exceptional customer service to ensure that pets and pet parents receive the best possible care when they need it most. We are 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 play an important role in educating customers about our pet insurance plans, the benefits of coverage, and recommending a plan to suit their unique needs. You will be pivotal to enrolling their pet in comprehensive coverage and being a key resource in their purchase decision. This role requires that you live in either Florida, Texas, or Arizona, but the position is remote, and as such, you should be comfortable and able to work from your home.
What You’ll Do:
• 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.
What You’ll Need:
• 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.
Training
• You will complete four weeks of virtual training. Training will take place Monday through Friday from 9:00 AM to 5:30 PM ET (Training times/date TBD)
Technical Requirements
• Connection with ability to physically connect cable between ISP equipment and the work computer, 2+ available connections, and at least 30mbps download and 10mbps upload speed.
• You will receive a PC which will require it’s own hardwired internet connection. Be aware that many internet packages may limit the number of connected or active devices on your home network
Requirements
• Team Members must have a cell phone or tablet that can be used for two-factor authentication.
• A cell phone that can receive SMS messages and phone calls.
• Ability to stay within insurance regulations, including:
• Complete fingerprinting per insurance regulations
• Pass additional background checks for insurance regulations.
• Reside in a location compliant with your licensing.
• Be granted and maintain all required resident and non-resident licenses.
• It is essential that you provide complete and transparent information regarding any criminal background on your pre-employment application to include misdemeanors, felonies and dropped charges.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.
If you have a question regarding your application, please contact HR@chewy.com.
To access Chewy’s Customer Privacy Policy, please click here. To access Chewy’s California CPRA Job Applicant Privacy Policy, please click here.
