Spanish Bilingual Customer Care Agent

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.
Job Summary
Embrace Pet Insurance is seeking a Spanish Bilingual Customer Care Representative who will report to the Manager, Contact Center. The Bilingual Customer Care Representative is an invaluable part of the customer journey, from providing information to prospective clients to assisting existing customers with policy changes and claim inquiries. Being part of our Contact Center means you’ll be responding to a high volume of phone calls, emails, and providing support to other departments as needed.
Job Location: Remote – USA
Main Responsibilities
Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction
Answer customer emails promptly, addressing their inquiries and concerns professionally
Assist other departments with policy procedures and adjustments
Help Pet Parents understand coverage and options, review claims, and maintain and adjust new and existing policies
Collaborate with team members to ensure a supportive and efficient work environment, sharing knowledge and resources
Handle emotionally challenging, intense, and stressful situations with grace and resilience
Performs other duties as assigned
Basic Qualifications
Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism
Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers
Adaptability and the ability to multitask in a fast-paced and demanding environment
Experience in a customer service role, preferably in a call center setting
Basic level of technical proficiency- being comfortable navigating multiple softwares across multiple screens.
A genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns
Expected Hours Of Work
This is a full-time position: The shift for this position is M-F 11:30am-8:00pm and Saturday 10:00am-2:00pm EST. Training will last for 6 weeks and the training time will be confirmed prior to the hired class starting.
Proficiency in both English and Spanish- reading, writing, and speaking both languages smoothly and without hesitation
Hourly Pay Rate: $20.19.
This position is eligible for a bilingual pay differential for candidates who meet language proficiency requirements.
This position is non-exempt and eligible for overtime.
This position is not eligible for additional incentive pay.
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)
Retirement savings plan
Personal Paid Time Off
Paid 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)
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Work arrangement
Yes