Contact Center Representative

Ohio, USA Req #785
Wednesday, April 26, 2023

Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (PetPartners, Figo, Pethealth, IAIC) supports insurance for more than 600,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job Summary:
This remote position is responsible for skillfully handling both sales and customer service call volume, while meeting or exceeding set performance goals. Contact Center Representatives are expected to represent the company and our brands through a positive, professional attitude, using diplomacy and tact, with genuine care and concern for their fellow employees, our customers, and their pets at all times. We don’t talk to people: we engage. We want every contact point to be memorable.

Job Location: Remote work is not available in AK, MT, HI (US) 

Main Responsibilities:  
Educate pet parents to help them understand the benefits and value of pet health insurance 
Answer incoming phone calls eager to assist 
Utilize computer-based systems to manage phone calls and other interactions 
Engage with team members to proactively solve problems and perform related work 
Take a variety of calls ranging from Sales and Service to Retention and perform at or above set Contact Center key performance metrics
Take ownership of goals and outcomes 

High School Diploma or equivalent
Residential Property & Casualty (P&C) License required; other reciprocal states as required. We cover the training and exam cost for you to obtain your P&C License through your state
1-2 years minimum prior Customer Service experience requested 
Excellent communication skills 
Customer service – a desire to help others 
Professional, welcoming mindset 
Genuine love of animals 
Comfortable using multiple programs on a computer and phone throughout the day 
Accountability, time management, multi-tasking 
Punctual, reliable, and consistent attendance mandatory
Must be able to pass required background checks

Expected Hours of Work: 
This is a full-time position starting at $17/hour, and including a shift differential for any shift ending at 7:00pm local time or later. All new hires will be required to work the 12:00pm-8:00pm (EST) shift. 

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following: 
Comprehensive full medical, dental and vision Insurance
Basic Life Insurance at no cost to the employee
Company paid short-term and long-term disability
12 weeks of 100% paid Parental Leave
Health Savings Account (HSA)
Flexible Spending Accounts (FSA)
401(k) savings plan
Personal Paid Time Off
Ten holidays and company-wide Wellness Day off
Paid time off to volunteer at nonprofit organizations
Pet friendly office environment
Commuter Benefits
Group Pet Insurance
On the job training and skills development
Employee Assistance Program (EAP)


We thank all candidates for their interest.

If selected for an interview, you will be contacted by email within 7 business days.

Independence Pet Group is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of age, race, religion, disability, gender, sexual orientation or national origin. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Other details

  • Job Family HART Default Jobs
  • Pay Type Hourly
  • Employment Indicator Regular
  • Travel Required No
  • Required Education High School
  • Job Start Date Monday, May 15, 2023
Location on Google Maps
  • Ohio, USA