Customer Service Representative (Veterinary-Focused)

Job description

The Customer Service Representative – Contact Cente r provides frontline support to policyholders, addressing inquiries and resolving issues related to coverage, claims, billing, and account information. The CSR handles both inbound and outbound customer interactions to ensure needs are met accurately, efficiently, and with empathy. This role contributes directly to customer satisfaction, retention, and the overall success of the Customer Service team. Collaboration, teamwork, and strong communication within the team are key to success. This role has an anticipated start date of March 2026. Your Impact: - Respond to customer inquiries via phone, email, and chat in a professional, courteous and timely manner - Escalate complex issues to senior team members or management as needed - Research and resolve customer questions related to coverage, claims, billing, and policy details. - Maintain accurate records of customer interactions and transactions - Identify opportunities for process improvement and communicate recurring issues or suggestions to the Team Lead or Supervisor - Perform various data entry tasks including the sorting and indexing of scanned mail and emails, distributing t...