Customer Care Team Lead
About adoro: Founded by passionate pet insurance experts, adoro is a pet insurance company that brings a new experience to pet owners: A product that covers what matters most, designed to stay more affordable as pets age, and offering an easy and fast claims experience. Job summary: One of the most important ways we can help pet owners is by delivering an exceptional customer service experience. The Customer Care Team Lead will oversee daily operations of the contact center, ensuring high levels of customer satisfaction and support. The role involves monitoring performance metrics, providing coaching and mentoring to team members, and collaborating with other departments to enhance the overall customer experience. This position oversees sales, retention, and customer service functions in the contact center and is a remote position. Essential responsibilities: Responsible for leading the contact center and helping customers understand adoro’s insurance offerings and answer questions with empathy and care. Develop thorough product knowledge, ensuring compliance and prioritizing customer satisfaction. Responsible for contact center scheduling and schedule adherence. Support the team with interactions via phone, emails, texts and chats to ensure timely resolution and customer satisfaction. Handle complex escalation resolution. Monitor team performance and metrics, providing coaching and development. Review customer interactions to identify coaching opportunities related to sales conversion, customer retention, and first call resolution Create and formalize training programs to onboard new employees in a consistent and thorough manner Create efficiencies focused on reducing the number of contacts and collaborate with other leads to support process improvement initiatives. Key requirements: Proven experience in leading and coaching a team Background working in pet insurance sales and retention Insurance Producer License Demonstrated passion for excellence with respect to treating and caring for customers. Knowledge of veterinary terms, abbreviations and conditions. Ability to work in a fast paced environment on a variety of systems. Demonstrable Microsoft Office proficiency: Word, PowerPoint, Excel, Outlook, Teams. Ability to work independently in a remote capacity, while also fostering teamwork and collaborating with others. Strong writing skills including organization, spelling, grammar and punctuation. Schedule/other requirements: · This is a full time position. · This position requires reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed) and a quiet, dedicated place to work in your home that is not easily disrupted by background noises or distractions. A network test will be performed to verify sufficient speeds and connectivity. Compensation: The pay for this position is $85,000 annually. Benefits: adoro pays 100% of medical, dental, and vision benefits for employees. adoro pays 50% of medical, dental and vision benefits for eligible dependents. 20 days of paid time off and 10 paid floating holidays. Pet insurance stipend available 401k Plan, including matching, eligible after 3 months. Additional Information: adoro is an equal-opportunity employer. We want to build a team that represents a variety of backgrounds, abilities, perspectives, and skills. Please note that all your information will be kept confidential according to EEO guidelines. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process and perform essential job functions. For more information about adoro, please visit adoropet.com