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:
Pets Best is seeking a Customer Care Associate who will report to the Supervisor, Customer Care. The Customer Care Associate is responsible for guiding pet owners through their insurance journey. Whether it is explaining coverage options, helping them understand claims, or resolving concerns with empathy and clarity, you will be a trusted advisor and advocate for pets and their people.
Job Location: Remote – USA
Main Responsibilities:
Be a Voice of Support and Knowledge
- Deliver compassionate, high-quality service to pet parents via phone, answering questions about coverage, claims, billing, and more.
- Help customers understand and maximize their insurance benefits, using simple, pet-parent-friendly language.
Educate and Empower
- Walk customers through their coverage options, explaining plan features, benefits, and premiums.
- Provide clarity on how pet insurance works—so every pet parent feels informed, confident, and protected.
Guide with Care Through the Claims Journey
- Assist with filing and tracking claims, gathering necessary documentation, and setting clear expectations.
- Follow up on open cases with attention to detail and a heart for helping.
Solve Problems Like a Pro
- Resolve billing or policy issues quickly and professionally.
- Take ownership of concerns, ensuring pet parents feel heard and cared for.
Keep It Organized and Compliant
- Accurately document customer interactions in our CRM system.
- Follow industry regulations and internal guidelines to ensure every interaction meets high standards.
Grow with Us
- Stay sharp with regular training on products, tools, and best practices.
- Embrace innovative technology and processes to continually improve the customer experience.
Performs other duties and responsibilities as assigned.
Basic Qualifications:
Experience:
- 1–2 years of Contact Center Customer Service experience (insurance or pet-related experience is a plus).
- Experience helping customers understand complex topics like claims, billing, or coverage.
- Prior remote or hybrid call center experience is a plus.
Skills & Attributes:
- Effective communication skills, with the ability to explain complex info clearly and kindly.
- Empathy-driven analytical person with a calm, professional demeanor.
- Detail-oriented and organized with great follow-through.
- Tech-savvy and quick to learn new systems.
- Enthusiastic about pets and delivering genuinely helpful service.
You will Thrive Here If You…
- Believe that pets are family and deserve the best care.
- Love talking to people and turning confusion into clarity.
- Can juggle multiple tasks and priorities in a fast-paced, team-focused environment.
- Take pride in helping others—and in being part of something bigger than yourself.
Internal hires/promotions: Must meet quality & productivity expectations
Only candidates residing in the United States will be considered for this position
Expected Hours of Work:
- This is a full-time position: Days and hours to be determined by needs of business. Hours to be determined between employee and director
Hours of Operation:
- Monday–Friday: 8:00 AM–9:00 PM EST
- Saturday: 8:00 AM–4:30 PM EST
Your schedule may include Saturdays and will be confirmed upon offer.
Remote Work Setup:
- Reliable internet: Minimum 25 Mbps down / 10 Mbps up (wired connection required).
- Comfortable with sedentary work and prolonged screen time.
- Distraction-Free Workspace: A dedicated, quiet, and private home office space is required to ensure focus and productivity.
- No Background Disruptions: No other individuals should be present in the workspace during working hours. This includes preventing anyone from appearing on camera or being heard during voice or video calls.
- Confidential and Private Setting: The workspace must be free from noise, interruptions, and visual distractions to maintain client privacy and meet professional standards.
#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)