Customer Support Specialist

Description

Are you passionate about animals? Do you love helping people ? If you answered yes, we want you on our team! At United Pet Care, we only do one thing – help our members keep their fur babies healthy! How do we do that? By helping them save on vet care!

United Pet Care (UPC) is a high-growth leader in the pet healthcare industry. We’re a mission-driven team single-mindedly focused on making world-class pet care affordable and accessible to pet parents everywhere. We work with employers to distribute our pet health savings plan to pet parents across the country so they can save meaningful money at a nationwide network of high-quality veterinarians.

We are looking for a dynamic Customer Support Specialist team member to offer amazing customer support through phone and online chat to members who have questions or need help with enrolling in UPC's savings plan. In this position, you will take inbound calls, and chats while also making daily outbound calls to re-activate customers who have lost our service due to a work change. You will be the voice of our brand while being a key player in building relationships with our members.

About the role

• Provide thorough member support on the phone and through chat
• Make outbound calls to re-activate members
• Process credit card payments for self-pay members
• Maintain and update member information accurately
• Create educational emails to support members in maximizing their membership
• Build relationships with our members and advocate for them through their UPC journey
• Maintain a positive, empathetic, and professional attitude towards our members
• Calmly attempt to resolve and de-escalate any issues
• Track call-related information in SalesForce for auditing and reporting purposes
• This is an hourly position

What we require

• High School Diploma
• 2 years experience in customer service, support, and/or retention
• 1 year of Salesforce experience
• Must be able to work full time, 8-hour shifts, Monday to Friday
• Able to work in our Tempe, AZ office daily for the first 30 days, then transition to a hybrid schedule that requires Tuesday, Wednesday and Thursday in office

A good fit would have

• High level of coachability and self-accountability
• Self-starter mentality and a willingness to learn new things
• Display critical thinking and ability to make appropriate judgment calls with members
• Tech-savvy, can navigate multiple systems and screens while supporting members on phone and chat
• Strong written and verbal communication
• Passion for the work we do and the impact we make to pets everywhere

Benefits and Perks

• Medical, dental, vision coverage to fit your needs
• Uncapped PTO plan
• Paid time off for volunteering
• Paid holidays
• 401k + employer matching
• Free UPC Pet Plan for your fur-babies!
• Monthly and quarterly performance bonuses
• Work in a fun, fast-paced and collaborative environment
• Opportunities to advance and pursue your professional goals

Please apply online. Please do not call our customer service line to check the status of your application.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.?