Member Experience Associate

At Fetch, we’re dedicated to helping pets live their healthiest and happiest lives. Our comprehensive insurance coverage is designed with modern pet parents in mind, and we’re proud to support the veterinary, shelter, and breeder communities. We believe in ensuring pets receive the best care possible and are committed to making that vision a reality every day.

Fetch is a high-growth Warburg Pincus portfolio company with an expanding team of over 350 pet-loving employees working together to shape the future of pet health and wellness.

The pet insurance industry is more important than ever, offering peace of mind and financial protection for pet owners. The sector is expanding quickly, fueled by growing awareness of the need for accessible, high-quality veterinary care. With advances in veterinary medicine, pets now have access to the most effective treatments available, making pet insurance an essential component of modern pet care.

• →Utilize Fetch operating standards, call flows and knowledge base information, to support customer inquiries
• →Maintain product knowledge through self-directed training and by accessing desktop tools
• →Follow guidelines to achieve goals, optimizing every customer interaction
• →With each interaction, act as a brand ambassador, strengthening the positive feelings customers have about Fetch pet insurance
• →Treat every interaction with professionalism and sincere concern for the outcome 
• →Actively collaborate with your immediate team and raise awareness of issues affecting the customer experience
• →Participate in team meetings, elevating ideas around how to create a more productive work flow and/or work environment
• →Take advantage of upskilling opportunities, which may include additional insurance credentials

DAY-TO-DAY RESPONSIBILITIES

• →Take a high volume of inbound calls, giving each customer your full attention and working toward a first call resolution
• →Follow-up with policy holders through outbound calls and emails
• →Demonstrate professionalism and accountability with each interaction
• →Track your daily progress against set goals
• →Must be able to work a minimum of 40-42 hours per week with varied shifts, ranging from 8 AM-8 PM ET daily

• Able to multitask– accessing systems, conversing with customers, and actively listening in real-time
• Active Property & Casualty insurance license preferred
• A minimum of one (1) year of call center experience
• Previous customer service experience required
• Ability to work through customer issues, sometimes complex, in a calm, focused manner
• Demonstrated success working in a remote environment
• Ability to interface with a wide range of customer types; demonstrating empathy and patience
• Attention to detail, able to communicate product-specific information in a factual and influential way
• Excellent verbal, interpersonal, and written communication skills
• Able to anticipate needs, innovate and flourish in a high-volume, fast-paced environment
• Proficient in applications such as phone applications, G-Suite applications, and various Internet browsers
• Bachelor’s degree preferred

• Subscription to a reliable high-speed internet connection (minimum of 100 Mbps download and 30 Mbps upload speed)=
• A quiet, dedicated place to work in your home that is not easily disrupted by background noises or regular distractions
• Office space must be large enough to accommodate two 19” monitors, laptop, mouse, keyboard, phone and headset
• Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home

At Fetch, your personal information and online safety are paramount. Please be aware that only Fetch Recruiters and Hiring Managers will contact you regarding your application or background. All official communications from Fetch employees will originate from a fetchpet.com email address. You will never be asked for payments, financial details, or sensitive information like social security numbers by our Recruiters or Hiring Managers.

We’re committed to building a workplace that reflects the diversity of pet parents everywhere—hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process. 

If you need assistance or an accommodation to apply, please contact us at people@fetchpet.com

We’re committed to building a workplace that reflects the diversity of pet parents everywhere—hiring and developing individuals from all backgrounds and experiences to strengthen our inclusive, collaborative culture. We welcome applications from all qualified candidates regardless of race, color, religion, national origin, sex, gender, age, marital status, appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, student status, political affiliation, military or veteran status, citizenship, genetic information, or any other status protected by law. Fetch will provide reasonable accommodations for individuals with disabilities throughout the hiring process. 

If you need assistance or an accommodation to apply, please contact us at people@fetchpet.com

Read our Privacy Notice for California Residents

At Fetch, your personal information and online safety are paramount. Please be aware that only Fetch Recruiters and Hiring Managers will contact you regarding your application or background. All official communications from Fetch employees will originate from a fetchpet.com email address. You will never be asked for payments, financial details, or sensitive information like social security numbers by our Recruiters or Hiring Managers.