Fetch Pet Insurance, a tech-enabled pet wellness company, has consistently been an innovative leader in the pet insurance industry, offering the most extensive and all-inclusive pet insurance and health advice since 2003.
Put simply, Fetch makes vet bills affordable. We offer a comprehensive product that does not have any restrictions based on breed, age, or size. We cover vet visits and the treatment for illnesses and injuries, not one or the other. We are believers in helping pets get through their bad days but also focus on extending the good days. How do we do that? – through a wide portfolio of amazing and innovative offerings under our umbrella, which include Fetch Health Forecast, our pet health and lifestyle blog, The Dig, and our partnerships with Project Street Vet and animal no-kill shelters across North America.
At Fetch, you are a part of that innovation that helps to create an impact of change. We value transparency among our coworkers and always have an open line of communication. Ask anyone who works here, it is an all-hands-on-deck, cross-functional, collaborative effort, where you will be able to interact with brilliant, creative, like-minded individuals who have an equally immense passion for pets.
We believe in fostering a diverse environment where everyone’s unique perspectives and experiences are valued. We have a thriving company culture that recognizes employee anniversaries, milestones, and achievements as well as annually celebrated cultural events. Everything from social gatherings to team-building events help to keep our employees engaged at all times – and it makes it that much more fun when our furry friends are in the office too!
As a company, we understand the importance of work-life balance and prioritize the mental health + well-being of our employees, ensuring you can thrive both professionally and personally.
Not just pets, we want our employees to live their best lives, too — here at Fetch, you will have:
- Comprehensive medical, dental, and vision insurance
- 401K matching
- Personal paid time off, 10 paid annual holidays, floating days
- Educational Assistance programs
- Department incentive perks
- Fetch Pet Insurance discount – 50% off, up to $1,000 a year
RESPONSIBILITIES.
- Managing growth and retention of policyholder base
- Overseeing team of Retention Specialists to drive performance, encourage and incentivize success
- Tracking and reporting on policy churn and additional retention-based metrics to reach desired KPI goals
- Identifying areas for improved retention and making recommendations as needed
- Acting as subject matter expert for retention-related matters and presenting findings to leadership upon request
- Coordinating staffing schedules and coverage to ensure optimal coverage for customer satisfaction
- Interacting with policyholders for escalations as needed
- Weekly coaching with each team member to improve individual retention performance and soft phone skills
REQUIREMENTS.
- BA/BS in Business or another related field
- 7-10 years’ experience leading the Sales and Retention functions, ideally within the insurance industry
- 10+ years’ Call Center management experience
- Ability to influence positive behavior, track results, identify areas of weakness and implement a remediation plan
- High level of professionalism and empathy are a must
- Ability to apply initiative and judgment to define and perform tasks, sometimes complex, and sees the bigger picture
- Excellent verbal, interpersonal and written communication skills as well as emotional intelligence
- Excellent team player; proven ability to apply innovative ideas and critical thinking
- Able to anticipate needs, innovate and flourish in a high volume, fast paced environment
- Ability to successfully multi-task and quickly change priorities
- Advanced technical skills; preferred experience with Salesforce and call center systems and technology
Employees receive competitive compensation, health, vision, dental, matching 401k, paid vacation, and discounted pet insurance among other great company perks.
If you are passionate about furry friends and eager to educate pet owners on the value of protecting their beloved companions, this job is perfect! Join us at Fetch, where we help pets live their best lives and empower our employees to live theirs.
—ABOUT FETCH—
Fetch is a high-growth, Warburg-Pincus portfolio company. We are a passionate group of 200+ employees and partners across the U.S. and Canada dedicated to helping pets live their best lives. We have two offices (New York City, NY, and Winnipeg, Canada), and we currently provide security to over 360,000 pet parents.