Licensed Customer Care Advocate (Columbus, OH)

| Columbus, OH
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Hi from Pumpkin!
Pumpkin is a pet care company on a mission to help make ‘the best pet care possible fur all’. We want to revolutionize pet healthcare by making it easier for families to provide their pets with the wellness and medical care they need throughout their lives. Launched by Zoetis (ZTS), a Fortune 500 company that’s the world’s largest animal health company, Pumpkin is an early-stage startup with big dreams! As a pack, we share agility, guts, collaboration, and a relentless pursuit in creating a healthier, happier world for pets and their people.

Pumpkin is looking for a talented Licensed Customer Service Agent to join our growing team and support our expansion in an exciting, fast-paced, and growing startup environment. This experienced and motivated individual holds an active Property and Casualty Producer License and has customer service experience in the insurance industry. This team member will be responsible for providing a best-in-show experience for pet parents over various channels including phone, email, text, chat, and social media. The Senior Care Advocate will also play a key role in handling escalations as well as experience recovery.

This will be a hybrid position, with a requirement of 2 days a week in the Columbus, OH office.

What You'll Do:

  • Provide exceptional customer care to pet parents across multiple communication channels such as phone, email, text, chat and social media.
  • Educate pet parents to help them understand the benefits and value of pet health insurance
  • Uses empathy and problem-solving skills to solve customer issues, rectify poor experiences, and maintain positive relationships with customers
  • Proactively seeks opportunities to sell and upsell.

What We're Looking For:

  • Property & Casualty Insurance Producer License required
  • Experience in the insurance industry required (including customer facing or claim administration roles)
  • Excellent verbal and written skills
  • Strong de-escalation and problem-solving skills
  • Great attention-to-detail in every task
  • Experience with ticketing software (Zendesk, Kustomer, Gladly, etc.)
  • Roll-up-your-sleeves mentality – does what it takes to get the job done
  • Entrepreneurial interest, a passion for pets and an excitement to work in a start-up
  • Effective ability to prioritize & perform a variety of tasks on short notice in a fast paced environment.

Bonus Points:

  • Prior experience with Customer Service in Pet Insurance industry - a major plus 
  • Prior experience in the pet healthcare industry
  • Proficiency in MS Excel and G-Suite tools
  • Other languages at a fluent level (writing and conversing); Spanish preferred

Benefits and Perks:

  • Comprehensive contributions to medical, dental and vision for colleagues and dependents.
  • Generous PTO and Paid Holidays401k with company match.
  • Pumpkin Insurance and preventative care for every pet in your family.
  • The opportunity to join a team where every team member has the autonomy and support they need to boss their role and make empowered decisions.
  • Pet Friendly Offices, Stocked Kitchens, Team Workouts, Team Outings and much more!

Pumpkin's Core Values:
Pets Come First: Put what’s best for pets at the center of everything we do
Trust the Pack: Help families make empowered pet care decisions
Jump Fences: If there’s a will, there’s always a way over them
Share Toys: Be generous with our gifts and amazing things will happen
Dig New Holes: Challenge conventions to create the future of pet health care

Newly hired staff must be fully vaccinated by their start date. Applicants unable to comply with this policy due to an underlying medical condition or sincerely held religious belief may be eligible for an accommodation, unless such an accommodation would be unduly burdensome or present a direct threat to the applicant, our employees, or the members of our greater community.

Pumpkin is proud to be an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other characteristic protected by federal, state or local laws.

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An Insider's view of Pumpkin

How does your team reward individual success?

Since starting my career at Pumpkin, I've had full support and transparency in creating goals within the People team. I would like to highlight our "Best In Show" award which is an annual company wide award where everyone votes for a colleague who they deem astounding. This is a wonderful initiative and we root one another on!

Jessica DeLugo

Recruiting Coordinator

What's the biggest problem your team is solving?

With our recent MGA launch we’ve had a huge shift in responsibility that the Claim Adjuster’s are tackling head on which entails juggling multiple processing systems & learning to work through claims from multiple states. I feel confident in our ability to overcome this & we have an incredible leadership team helping us through each step of the way

Karla Heras

Claims Adjuster

How does the company support your career growth?

Pumpkin has talented, wonderful people who exhibit utmost passion in their work. We get the space to wear multiple hats, and hone in on one as needed. This freedom make us better at not just what we do, but at expanding on what we can do. We get to see our work contributing to the company's growth everyday, and with that we see ourselves growing.

Avinandan Basu

Senior Product Designer

What is your vision for the company?

My vision for Pumpkin is to create a claims organization that meets the expectations of a digital consumer in 2022 and beyond. Insurance is frustratingly slow to adapt because it's made up of people who are risk averse. At Pumpkin I have the opportunity to challenge convention and to innovate with pets and their people at the center of all we do.

Dylan Whitehead

Director of Claims

What makes someone successful on your team?

To succeed at Pumpkin you should ask questions, collaborate, and be willing to adapt! In pet insurance there’s a lot to learn and do - my team faces tough problems head-on and succeeds by working through them together.

Megan Tracy

Senior Fullstack Engineer

What are Pumpkin Perks + Benefits

Pumpkin Benefits Overview

At Pumpkin, every team member has the autonomy and support they need to boss their role and make empowered decisions. We foster this environment by providing a white glove employee experience and heavily investing in our people. We offer competitive & comprehensive benefits, including best-in-class health insurance, a generous vacation policy, and of course, pet-friendly offices.

Friends outside of work
Eat lunch together
Daily sync
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Pumpkin Insurance and preventative care for every pet in your family.
Team workouts
Weekly virtual workouts led by a certified fitness trainer - because the best treat is a healthy life.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
We're currently 100% remote as we prioritize the health & well-being of our team. Post-pandemic, we plan to operate in a hybrid model, with logistics still being defined
Vacation & Time Off Benefits
Generous PTO
Pumpkin colleagues are encouraged and expected to take time away throughout the year, and at minimum 5 consecutive days to unplug and recharge.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Pumpkin caters in-office lunch on Mondays, and colleagues can expense meals during company events (lunch & learns, celebrations, etc.)
Happy Hours
Whether organized or impromptu, we don't limit our interactions to the office!
Pet Friendly
Pets are the inspiration for all that we do, so we welcome them in the office!
Professional Development Benefits
Lunch and learns
Ever wonder how to actually collect and interpret data? Curious what a day in the life of a veterinarian is like? These are just a few of the topics we've covered in our lunch & learn series.
Cross functional training encouraged
Promote from within
Customized development tracks

Additional Perks + Benefits

Pumpkin also observes Summer Fridays. All colleagues are encouraged to keep their afternoons free of meetings and get a jump start on the weekend!

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