Job Description

Licensed Customer Service Representative (LCSR) Pet Insurance (Remote)

Pay Rate: $21.00/hour

Remote (Must reside in one of the following states: Arizona, Florida, Kentucky, Texas)

Do you have a passion for helping animals and hold a Property & Casualty Insurance license? Come make an impact at Chewy Insurance Services! We are dedicated to helping pet parents protect their beloved companions by offering comprehensive pet insurance coverage and exceptional customer service. We are seeking dynamic and passionate individuals to join our team as Licensed Customer Service Representatives (LCSR) to help pet owners make informed decisions about their pet insurance needs. In this role, you'll play a crucial part in educating pet parents, guiding them through enrollment, and ensuring they receive the best coverage options for their furry family members.

This is a remote position; however, you must live within a commutable distance to one of our hubs in Hollywood, FL, the Dallas-Fort Worth Metro Area, TX, or the Metro Area of Phoenix, AZ.

Why You'll Love Working Here

• Competitive pay & benefits
• Make a difference Help pet parents ensure their pets receive the best possible care
• Growth opportunities Develop your career in a rapidly expanding sector
• Supportive & engaging culture Work with a passionate team dedicated to pet health and wellness

What You'll Do

• Answer inbound warm leads from pet parents interested in our pet insurance policies
• Use a consultative approach to understand customer needs and recommend the best coverage
• Educate customers about policy details, coverage options, and benefits
• Overcome objections with confidence and empathy, instilling trust in potential customers
• Guide customers through enrollment, ensuring accurate documentation
• Meet and exceed enrollment targets, while maintaining compliance with insurance regulations
• Utilize internal systems to provide a seamless and consistent customer experience
• Collaborate with insurance partners and maintain knowledge of Chewy's pet insurance plans
• Handle healthcare and customer service inquiries via phone, email, and chat as needed

What You'll Need

• Active Property & Casualty Insurance license in your home state (required)
• Ability to pass a background check, additional insurance screenings, and fingerprinting per insurance regulations
• 2+ years of insurance sales experience preferred
• Ability to obtain and maintain non-resident licensure in all 50 U.S. states
• 2+ years of customer service experience
• Excellent communication and consultative selling skills
• Strong ability to handle objections and build trust with customers
• Familiarity with pet insurance or the insurance industry is a plus
• Tech-savvy Comfortable using multiple systems for data entry and customer interactions
• Flexibility to work shifts, including evenings, weekends, and potential overtime

Training Expectations

4 weeks of virtual training Monday Friday | 9:00 AM 5:30 PM ET

Technical Requirements (For Remote Work)

• Reliable wired internet connection (minimum 30 Mbps download / 10 Mbps upload)
• Dedicated workspace that allows for a distraction-free work environment
• Cell phone or tablet for two-factor authentication. Ability to receive SMS messages and phone calls
• Compliance with insurance regulations, including licensing location requirements

Important: You must provide complete and transparent information regarding any criminal background on your pre-employment application, including misdemeanors, felonies, and dropped charges.

Our Opportunity

Do you have a desire to engage in meaningful conversations while helping others? If you answered yes, this might be the purr-fect role for you! Chewy is revolutionizing the pet industry as one of the fastest-growing e-commerce retailers of all time. We are seeking full-time, motivated Customer Service Representatives to join our award-winning customer service organization. In this role, you should be comfortable working from home and reside within the state of Texas.

Starting wage is $16 / hour with opportunities to learn and further develop your skills while working remotely! We need individuals who can interact with customers over the phone, think critically, and genuinely assist others. Loving pets is a plus!

What You'll Do

• Communicate with customers who contact us regarding different subjects, like shopping for their new pet, selecting a suitable chew toy, or addressing any unexpected problems
• Research and problem-solve to provide solutions for customers, think proactively, and set follow-ups as needed to ensure contact resolution
• Operate with understanding, apply active listening, perseverance, compassion, and understanding to customers and Team Members alike
• Operate with a willingness to learn. We share feedback, we get feedback, and we operate in a culture of being open-minded to grow
• Engage with Team Members and Managers using virtual collaboration tools like Zoom and Slack to cultivate a customer-centric culture of collaboration

What You'll Need

• 2 years of customer service experience
• Show strong written, verbal, and listening abilities in a written assessment
• Ability to multi-task (e.g., maintain a conversation on the phone while navigating on the computer and taking notes) and perform well in a fast-paced environment
• Display skill in computer usage for data entry and efficient internet browsing to assist customers
• Ability to adapt to change with the business needs of the company
• Flexibility to shift schedule and work overtime as needed by the business unit
• Dedication to maintain confidentiality and secure critical information
• High school graduate or equivalent experience
• Be willing and able to pass a background check

Technical Requirements

• Work area large enough to accommodate computer monitors and be free from distractions, including any background noise that impacts the customer experience
• Work area acceptable for webcam use
• A reliable wired, high-speed internet and broadband connection. The download speed should be at least 30 Mbps and the upload speed should be at least 10 Mbps. You can test your internet speed at speedtest.net or contact your service provider to confirm.
• You provide high-speed internet. We will provide everything else (computer, monitor, keyboard, mouse, headset, webcam)
• Phone line not required. A cell phone or tablet that can be used for two-factor authentication through Okta Verify. Options for two-factor authentication include:
• A smartphone or tablet on which the Okta mobile app can be downloaded
• A cell phone that can receive SMS messages and phone calls

Ready to Make a Difference?

If you're a licensed insurance professional who loves helping pet parents and is looking for a meaningful career in pet health protection, we'd love to hear from you! Apply today and help us provide peace of mind to pet families everywhere.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. 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.

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