Manager, Customer Service I Licensed

Our Opportunity:

Chewy, the fastest growing e-commerce retail businesses in the United States today, is seeking a full-time Licensed Customer Care Team Manager to join our amazing Pet Insurance team!  We are looking for a highly motivated, sales driven individual with an entrepreneurial spirit, service mindset, who enjoys speaking with customers and desires to take on the challenge of pursuing a career in healthcare and insurance. You’ll be entrusted to serve as the voice of Pet Insurance customers, business partners, and behind-the-scenes operations. We offer competitive benefits, personal and leadership development programs with rapid career growth potential, and many Team Member incentives.  This is an exciting opportunity to join a very new and fast-growing department of Chewy.

What You’ll Do:

• Manage a team of approximately 10 virtual, hourly Licensed Customer Care Representatives (LCCRs) in a sales focused environment.
• Develop a working knowledge of insurance, and operate as an expert of Chewy’s pet health insurance plans, knowing the features, advantages, and disadvantages to better recommend the best option for pet parents and assist with post-enrollment questions
• Guide and coach LCCRs on selling techniques using the consultative sales approach
• Create and maintain a consistent and engaging work environment
• Responsible for achieving all business, sales, and operational goals
• Mentor, train and develop Team Members for career progression and learning
• Develop and share best practices across shifts and sites
• Create a positive team dynamic that encourages all employees in Customer Care to provide feedback and drive change, adapt to the ever-evolving business, and stay focused on the customer experience
• Interact with customers via inbound calls, outbound calls, emails, and other communication platforms for healthcare and insurance specific questions/concerns as well as supporting frontline customer service and healthcare teams as needed
• Learn and operate within Chewy and our third-party insurance partner’s internal and external technologies to provide a consistent customer experience
• Learn the LCCR role to be able to coach and guide the LCCRs on your team
• Conduct outbound calls to customers as needed
• Communicate issues to the leadership quickly to document and resolve any concerns with processes or procedures
• Contribute to the larger team’s success by participating in and/or leading team activities in hiring, experimentation, compliance, quality, and/or process improvement initiatives.

What You’ll Need:

• Required to obtain and maintain a Property & Casualty Insurance license in all 50 states. This requires passing a state examination and detailed background check, including finger printing according to insurance regulations. It is highly preferred you already have the required licensing or prior property & casualty insurance knowledge
• 3+ years of Management experience
• Understanding or willingness to learn about pet insurance and how it works
• Flexibility to change and adapt quickly to a fast-growing department
• Excellent verbal and written communication skills
• Knowledge of Microsoft SharePoint and OneNote
• Willingness to adapt to policy/process updates quickly
• Proficiency in using computers, including Microsoft Excel, both for data entry, and for rapid navigation through systems and the internet to search for information as needed
• Proven track record of strong quality, productivity, and exceptional customer service
• Demonstrated ability to multi-task in a fast-paced environment without missing details or cutting corners
• A willingness to adjust work schedules and work extended hours as required to support business needs. Ability to partner with Management on the status of quality, productivity, and create high performing teams
• Proficiency in metrics and business KPIs
• Prior sales experience using a consultative sales approach focused on achieving customer goals

Preferred Experience:

• Current property & casualty insurance license
• Prior sales experience in a customer service-oriented environment
• Prior veterinary experience in a customer service-orientated environment 
• Prior Pet Insurance industry experience highly preferred
• Prior management experience in sales environment

Why Chewy Customer Care? 

It's not just about us. It is also about what you get. That's why in Chewy Customer Care you are empowered to become your best. 

• YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best – no matter your role or location.
• YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
• YOU WILL GET SUPPORT: When you join Chewy Customer Care you will have ongoing training and development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, and happy hour. Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.