Customer Care Advocate

The Customer Care Advocate at Pumpkin is responsible for delivering exceptional service through various communication channels. This includes educating customers about our insurance and non-insurance products, managing inquiries efficiently, maintaining accurate data, and ensuring compliance with company policies. Ultimately, your goal will be to create a positive experience for pet parents while enabling them to make informed decisions about their pets' health and well-being.

To apply for the Customer Care Advocate role at Pumpkin, candidates should ideally have prior customer service experience, particularly in high-volume environments like call centers or veterinary clinics. Strong communication skills, attention to detail, and the ability to navigate multiple platforms for customer response are also essential. Additionally, candidates must be able to obtain a Property & Casualty License within 30 days of starting.

The Customer Care Advocate position at Pumpkin offers a hybrid work environment. You’ll be required to commute to the Columbus, OH office at least two days a week, ensuring you have the opportunity to collaborate with your team while also enjoying flexibility in your work schedule.

As a Customer Care Advocate at Pumpkin, there are exciting career progression opportunities available. After gaining valuable experience in customer support, you can transition to advanced roles within the company, especially in specialized areas like product management or customer experience strategy. Your contribution to pet welfare and the company’s mission will facilitate growth and development within the team.

Pumpkin provides a comprehensive benefits package for Customer Care Advocates, including medical, dental, and vision contributions for you and your dependents. Other noteworthy benefits include a generous PTO policy, 401k with company match, pet-friendly offices, and exciting team culture activities like workouts and outings. These offerings ensure you feel valued and supported in your role.

Building rapport with pet parents involves active listening and demonstrating genuine empathy for their concerns. It’s essential to see things from their perspective, acknowledge their feelings, and provide thoughtful solutions that reflect their needs while aligning with Pumpkin's mission of putting pets first.

Handling challenging customer interactions starts with maintaining professionalism, patience, and an empathetic tone. Acknowledge the customer's frustration, clarify their issue, and aim to resolve it efficiently. Always reassure them that their concerns are important, and follow up to ensure satisfaction after your resolution.

When discussing your experience, highlight any relevant customer service roles you've held, emphasizing skills such as effective communication, problem-solving, and your ability to build relationships. You can also mention specific accomplishments that demonstrate your dedication to excellent customer care.

Ensuring compliance requires a solid understanding of the company's policies alongside effective communication skills. Always familiarize yourself with the guidelines and remain consistent in your messaging. If you're ever uncertain, don’t hesitate to consult with supervisors or refer to resources available at Pumpkin.

Staying organized involves using task management tools effectively, prioritizing inquiries based on urgency, and employing ticketing systems to track issues seamlessly. Developing a structured workflow allows for efficient responses while maintaining the highest accuracy level in handling customer information.

To effectively educate customers about Pumpkin's insurance products, use clear, simple language to explain the benefits and features. Avoid jargon and relate the information back to their pet's specific needs. Encourage questions during the interaction to ensure they fully understand their options and the positive impact on their pet's health.

Managing stress in a fast-paced environment involves using stress-relief techniques such as deep breathing, time management, and taking short breaks when possible. Staying focused and prioritizing tasks can also help in maintaining efficiency while ensuring customer needs are met promptly.

When answering, express your passion for pets and how Pumpkin’s commitment to pet well-being resonates with you. Highlight your desire to contribute positively to pet parents' experiences and the importance of being part of a mission-driven company that genuinely cares.

Staying updated with new product knowledge necessitates a proactive approach. Regularly participate in training sessions, review product updates, and engage with your team members to exchange insights. This will enable you to be well-informed, ensuring you can accurately convey information to customers.

Describe your familiarity with ticketing software, emphasizing any specific platforms you've used (such as Zendesk or Kustomer). Share how you've effectively utilized these tools to manage customer inquiries, track performance, and create detailed reports to enhance service delivery.