Call Center - Membership Sales Representative

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:

Membership Sales Representatives are responsible for assisting pet owners with their sales and service inquiries on an inbound & outbound basis.  These inquiries include but are not limited to sales, service, retention, digital correspondence, updating contact information, upgrading memberships, cross selling or any general questions that may be presented. Additionally, live chat support, email follow up and other projects are at times required.

Job Location: Remote work is not available in AK, MT, HI (US) and Quebec, Nunavut, NW Territories, Yukon (Canada)

Pay: 35,000 per year / plus monthly commission incentives.

Main Responsibilities: 

• Position and close/sell Membership products and services.
• Achieve monthly sales targets and Key Performance indicators.
• Provide front-line phone support and live chat function support to pet parents.  
• Educate customers, determine root cause of the call to work with the customer and internal team members with a desired outcome of first call resolution to provide solutions and services that ensure long-term customer retention.
• Update customer information, such as address, pet information, and billing details.
• Answer questions and update information regarding billing and file lost pet reports, facilitate reunite calls.

Qualifications: 

• High School Diploma or equivalent; bachelors or associates a plus
• 1-2 years sales or customer service experience dealing directly with the public; prior call center experience is a strong asset.

Expected Hours of Work: Team members are scheduled five 8-hour days during business hours:

• Monday-Thursday.  8:00 a.m. EST to 9:00 p.m. EST
• Friday 8:00 a.m. PST to 7:00 p.m. EST. 
• Saturday 9:00 a.m. EST to 5:00 p.m. (on a rotation basis).

Benefits:

• 3 Weeks' Vacation
• 7 Personal Days
• Benefits - Medical, Dental and Vision, Life/EAP & Best Doctors
• Option between Pet Insurance or Child Subsidy