Senior Customer Support Quality Analyst, Italian
Genpact
Go
Licensed Customer Care Advocate
Pumpkin
full-time
Posted on:
Origin: • 🇺🇸 United States • Arizona
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Go
About the role
- Go above and beyond to provide exceptional service and positively impact the pet parent experience through various communication channels (phone, chat, text, etc.)
- Educate customers to help them understand the benefits of our insurance and non-insurance products.
- Expand coverage and enhance protection, making it easier for families to get the best, most advanced veterinary care for their dogs and cats.
- Optimize performance tracking and management through use of ticketing software, back office systems, and digital tools.
- Maintain data integrity through accurate and meticulous data entry, ensuring reliable information management and effective decision-making.
- Develop a thorough understanding of company policies and guidelines, guaranteeing policies are compliant.
- Perform other duties as assigned.
Requirements
- Active Property & Casualty Producer license required
- Prior experience in a customer service role, preferably in a high volume call center or veterinary clinic.
- Proven ability to build and strengthen customer relationships using effective communication, keen listening skills and empathy.
- Strong experience navigating multiple platforms to provide a complete and integrated response to the customer’s inquiry.
- Proficiency with productivity and task management tools like MS Office and G-Suite.
- In-depth familiarity with ticketing software (Zendesk, Kustomer, Gladly, etc).
- Roll-up-your-sleeves mentality and a proactive approach to problem-solving.
- Meticulous attention to detail and strong prioritization abilities to handle multiple tasks effectively.
- An entrepreneurial mindset, a genuine passion for pets, and excitement to work in a start-up environment.
