Customer Support Specialist; Pet Insurance - Hybrid Position

Customer Support Specialist (Pet Insurance) – Hybrid Position

At Prudent Pet Insurance Agency
, we believe pets are family. Our mission is to provide peace of mind to pet parents through simple, reliable coverage and exceptional service. We are a fast-growing, customer-focused organization looking for passionate individuals who thrive in a dynamic environment.

We are seeking an experienced Customer Support Specialist to join our call center team. This role is ideal for someone who excels in high‑volume, fast‑paced environments
, can confidently navigate challenging customer interactions
, and is passionate about delivering exceptional service.

You will serve as a key point of contact for policyholders, supporting policy inquiries, billing, and claims‑related questions
, while partnering closely with our Sales and Claims teams.

This is a hybrid position (3 days in‑office in Downers Grove, IL and 2 days remote).

• Handle high‑volume inbound calls, chats, and tickets from policyholders and prospective customers
• Provide support on policy coverage, billing, and claims status/explanations
• Guide customers through the claims submission process
  , ensuring accuracy and completeness
• De‑escalate and resolve complex or sensitive customer concerns with professionalism and empathy
• Investigate and interpret policy details to provide clear, accurate information to customers
• Document all interactions thoroughly in internal systems
• Partner with Claims and Sales teams to ensure seamless customer experience
• Assist with payment collections, outreach initiatives, and customer retention efforts
• Identify trends and provide feedback to improve processes and customer satisfaction

• 5+ years of customer service experience (call center/high‑volume environment strongly preferred)
• 2+ years of insurance experience (P&C preferred; pet insurance a plus)
• Proven ability to handle difficult or emotional customer interactions in a calm, solutions‑focused manner
• Ability to work efficiently under pressure in a fast‑paced environment
• Strong communication skills with the ability to explain complex information clearly
• Highly organized with strong multitasking and problem‑solving skills
• Comfortable navigating multiple systems simultaneously while on calls
• Veterinary or pet health experience is a plus

• You remain calm and professional in high‑stress situations
• You take ownership of customer issues and follow through to resolution
• You are adaptable and thrive in a growing, evolving environment
• You genuinely care about helping people and their pets

• Hybrid: 3 days in‑office (Downers Grove), 2 days remote
• Schedule between 8:00 AM – 6:00 PM (rotating shifts)
• Fast‑paced, metrics‑driven call center environment

• Base salary +
  monthly bonus opportunities
• Comprehensive benefits (medical, dental, vision)
• PTO + flexible scheduling
• Employee discount on pet insurance
• Growth opportunities within a rapidly expanding company
• Collaborative, energetic, and supportive team culture