Job Description

Job Description

Position Overview

Are you a seasoned customer service professional with 3–5 years of experience and a passion for delivering outstanding support? We’re seeking a Customer Care Specialist to join our team and play a key role in ensuring customer satisfaction at every touchpoint. This full-time position is scheduled Monday through Friday, 9:00 AM to 5:00 PM Eastern Time.

As the first point of contact for our valued members, you will manage a steady volume of customer interactions through phone, email, and LiveChat. If you thrive in a fast-paced environment, enjoy problem-solving, and take pride in providing exceptional service, we’d love to hear from you.

Core Responsibilities

· Manage a minimum of 40 customer call, email, and chat tickets daily with accuracy, empathy, and efficiency.

· Own the customer experience end-to-end by proactively resolving issues and following up to ensure satisfaction.

· Process account updates and changes accurately within 24 hours.

· De-escalate and manage complex customer concerns with professionalism and a solutions-first approach.

· Maintain detailed records of every customer interaction in our CRM system.

· Identify emerging issues and escalate them appropriately to ensure timely resolutions.

· Prioritize and follow up on time-sensitive or urgent customer needs.

· Provide personalized support by actively listening and tailoring solutions.

· Gather and encourage customer feedback to inform continuous improvement.

· Collaborate closely with teammates to share insights and best practices.

· Participate in training, team meetings, and development opportunities to stay sharp and informed.

Required Qualifications

· 3–5 years of professional customer service experience in a fast-paced environment (call center, customer success, or support center preferred).

· Must obtain a Property & Casualty insurance license within the first 3–6 months of employment; employment and compensation are contingent upon licensure.

· Excellent verbal and written communication skills.

· Highly organized with superior attention to detail and accuracy.

· Demonstrated ability to manage multiple tasks and shifting priorities with composure.

· Goal-oriented and self-motivated with a strong sense of ownership and initiative.

· Comfortable working under pressure while maintaining exceptional service quality.

· Receptive to feedback and committed to continuous learning and growth.

· Dependable and punctual, with a consistent and reliable work schedule.

· Strong interpersonal skills, with a commitment to respect, teamwork, and collaboration.

Preferred Attributes

· A warm, friendly, and customer-first attitude.

· Pet lover – enthusiasm for animals is a big plus!

· Experience in pet insurance, veterinary services, or a related industry is a bonus.

Why Join Us?

Join Our Pack

At Synergy Pet Group, we believe that strong relationships are our recipe for success. A happy and successful team creates a fun and prosperous environment where everyone can thrive!

Work with a team of individuals encouraging one another every day, knowing that each person’s success is a company-wide success. If you like to innovate, share ideas, and see your impact on the Synergy’s growth and success, we’ve been looking for you!

Our Core Values

· Respect is the bedrock of strong relationships. We respect our co-workers, our partners, our customers, even our competitors - as well as their ideas, their needs, their time, and their talents.

· Humility allows us to recognize our mistakes and value others. When we check our egos at the door, we grow together as individuals and as a team.

· Innovation is the fuel that drives us forward. We welcome, adapt to, and embrace change even when we must move quickly, because we trust the process.

· Positivity carries us through everything we do and every interaction we have. Optimism and a can-do attitude fuel our enthusiasm and passion.

· Empowerment is essential to our culture, as it fosters innovation, personal growth and job satisfaction. We encourage our team to think independently, use their own judgment, make decisions with confidence, and take ownership of their work.

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