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Licensed Customer Service Representative (LCSR) - Virtual Pet Insurance
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Job Summary
Chewy, a leading pet e-commerce and services company, is seeking a Licensed Customer Service Representative (LCSR) to join our Virtual Pet Insurance team. In this role, you will serve as the first point of contact for pet parents, providing expert guidance on pet insurance products, processing claims, and ensuring an exceptional customer experience. You will leverage your knowledge of insurance and customer service best practices to deliver fast, accurate, and friendly support in a virtual environment.
Key Responsibilities
Respond promptly and professionally to customer inquiries via phone, email, and chat regarding pet insurance policies and claims.
Educate customers on policy details, coverage options, and benefits, ensuring compliance with state regulations.
Process and review insurance claims accurately and efficiently, coordinating with internal teams and third-party providers as needed.
Maintain thorough and accurate customer records in CRM systems.
Identify opportunities to cross-sell or upsell Chewy products and services when appropriate.
Stay up-to-date with company policies, product updates, and industry regulations.
Collaborate with team members to achieve departmental and company-wide service goals.
Required Skills and Qualifications
Active state license(s) in Property & Casualty or Life & Health insurance as required.
Strong verbal and written communication skills.
Exceptional problem-solving and decision-making abilities.
Demonstrated ability to manage multiple priorities and work in a fast-paced environment.
High attention to detail and accuracy in documentation and data entry.
Proficiency with CRM software and Microsoft Office Suite.
Experience
Minimum of 1–2 years of customer service experience, preferably in insurance, financial services, or related fields.
Experience in pet insurance or veterinary services is a plus.
Prior remote work experience is advantageous but not required.
Working Hours
Full-time, Monday–Friday schedule with flexibility for some evenings or weekends based on business needs.
Remote work setup, requiring a dedicated home office environment.
Knowledge, Skills, and Abilities
In-depth understanding of insurance terminology, policies, and claims processing.
Strong interpersonal skills with the ability to empathize with pet parents.
Ability to remain calm under pressure and handle high-volume inquiries efficiently.
Analytical mindset to interpret policy details and make informed recommendations.
Self-motivated and capable of working independently while maintaining accountability.
Benefits
Competitive salary and performance-based incentives.
Comprehensive health, dental, and vision coverage.
Paid time off, holidays, and parental leave programs.
401(k) retirement savings plan with company match.
Access to Chewys employee discounts on pet products and services.
Ongoing training and career development opportunities.
Remote work flexibility supporting work-life balance.
Why Join Chewy
At Chewy, we are driven by our love for pets and commitment to our customers. As a Licensed Customer Service Representative, you will have the opportunity to make a meaningful impact in the lives of pet parents, while enjoying a supportive work culture, career growth, and the flexibility of a virtual work environment. Join a team where your expertise is valued, and your contributions directly enhance the pet ownership experience for millions.
How to Apply
Interested candidates should submit their resume and cover letter through the Chewy careers portal here or via the job posting link. Ensure that your application highlights your licensing credentials, relevant experience, and enthusiasm for providing outstanding customer service in the pet insurance industry.
