Customer Support Specialist (Pet Insurance) - Hybrid Position

Customer Support Specialist (Pet Insurance) – Hybrid Position About UsAt 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.

Position Overview - $45,000 Annual Salary plus monthly bonus opportunities

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).

Key Responsibilities 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 What We're Looking For5+ 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 What Sets You Apart 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 Work Environment & Schedule 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 Why Join Prudent Pet?

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

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