Job Description

Pets Best , a subsidiary of IPH, offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

As a Customer Care Manager, you will virtually lead a team of Insurance Professionals whose responsibility is to interact with customers on phone, chat, and email channels. You will own full supervisory and administrative responsibilities for the team members and share with other leaders the responsibility overall for a positive, friendly culture in the department that is customer-centric, productive, and contributes to the growth of the business. As their leader, you are their mentor, helping them navigate our culture and realize their professional aspirations in a virtual environment.

Main Responsibilities:

• Elevate Every Day: Provide virtual leadership, communication, coaching, mentoring, and development for a team of 15 - 18 Insurance Professionals driving continuous improvement, accuracy, and innovative solutions that create value for the business and your team
• Oversee the daily operations of insurance professionals, provide guidance, and regular performance feedback ensuring employees have the necessary training and resources to perform the roles effectively
• Business Acumen: ability to understand and relate to business objectives, providing strategic vision and a high-quality solution (connecting the dots). Champion change, leading through ambiguity at times to deliver the ‘why’ seamlessly to the team
• Operational Support: Assist with daily operations of running a contact center including staffing, training, corrective actions, scheduling, and recognition programs among other tasks
• Project Leadership: Lead or participate in special or ongoing projects aimed at process and area improvements
• Work Procedures: Develop and implement processes that align with company standards and strategic objectives
• Liaison Role: Function as the primary liaison between employees and the Director of Customer Care, ensuring clear and effective communication at all levels.
• Customer Care Duties: Ensuring teams are aligned to capacity and channels (Phone, Email and Chat) volume, while managing Customer Care escalations or supervisor requests as needed
• Performs other duties as assigned

Qualifications:

• 5 years of relevant experience
• 2+ years of proven experience leading a team using qualitative and quantitative results
• Bachelor's degree or in lieu of a degree, a High School Diploma or equivalency, and 3+ years of experience in a Contact Center with increased levels of responsibility
• Licensing: Have or have the ability to obtain Property and Casualty insurance licensing within 90 days of employment
• Flexibility: Hours of Operation for this role are between Monday through Friday 8 AM to 9 PM EST and Saturdays 8 AM to 4:30 PM EST. This role includes a rotational weekend shift to support the contact center

Preferred Qualifications:

• 2+ years of Pet Insurance Experience and/or Property and Casualty (P&C) License
• 2+ years of performance / coaching experience
• Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Outlook, Teams), or similar software
• Functional Knowledge of Workday, Workforce Management and Telephony systems Avaya, Verint, NICE
• Strong leadership skills with a proven history of managing and completing multiple projects independently
• Strong verbal, organizational, prioritization, and time management abilities.
• Tech Savvy while operating within a virtual environment
• Ability to make decisions based on quantitative / data analysis
• Experience executing performance management measures as necessary in a timely and proactive manner
• Experience leading a team of 15+ team members - we love enthusiastic leaders and want to hear your stories of leadership successes and learnings
• Excellent organization, prioritization, time management skills - tell us your secret for staying on top of things
• Ability to lead and manage projects to completion, especially managing multiple projects simultaneously –tell us about a project you are most proud
• Ability to work with all levels across the business including senior leaders internally and with customers– we are a family at PBI and all our voices matter, tell us how you influence others

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