Customer Care Embracer

Job Locations US-OH-Cleveland | US
Job ID
Customer Service & Call Center
Regular Full-Time


Company Description

Embrace Pet Insurance is an industry pack leader that was awarded the top spot for pet insurance on the Forbes list of America’s Best Insurance Companies 2022. Along with our Great Place to Work certification, Embrace has been recognized 7 years in a row by The Plain Dealer as one of “Northeast Ohio’s Top Workplaces” and is a 10-time winner of the NorthCoast 99 Award, a program that recognizes 99 workplaces for top talent in Northeast Ohio.

As an employer, Embrace understands the value of supporting our team inside and outside of the office. By providing a good work/life balance and room for growth, we do all that we can to set our team up to win – professionally and personally. Embrace offers a competitive compensation model and benefits including, but not limited to; health insurance (human and pet), dental, vision, wellness reimbursement program, 401(k) with a company contribution, and flexible paid time off.

Job Summary

Embrace Pet Insurance is looking for Customer Care Representatives! The Contact Center is the nerve center of Embrace. You will assist Pet Parents in every stage of the customer journey, from beginning stages of researching pet insurance to helping make changes to existing policies and everything in between.





The ideal Customer Care Representative is customer centric, extremely fast paced, empathetic, patient, and focused. Applicants must possess the following qualities:

  • The ability to learn and retain large amounts of information and apply it logically to a variety of unpredictable situations
  • The desire to treat each Pet Parent as your personal responsibility and make sure they have a wonderful and memorable experience
  • The ability to take the fast pace in stride and thrive on a bit of organized chaos
  • Authenticity and respect. You must be able to respond (in writing and on the phone) with compassion, empathy, understanding, humor, or whatever else the situation demands in real time situations – no robots, no scripts
  • The ability to multi-task without distraction. Try sending an email to someone thanking them for a response while on the phone with someone else talking about something else – this is the pro-level multi-tasking we’re looking for

Being a member of the Contact Center means responding to 70-90 phones calls per day, answering Pet Parent emails, assisting other departments with policy procedures and adjustments, helping Pet Parents understand coverage and options, reviewing claims, maintaining, and adjusting new and existing policies while providing a memorable customer experience.


The Contact Center position is a demanding and important role, and, as with any job, there are tough calls and days. Our ideal candidate will be able to handle themselves with grace and the understanding that customer service is an extremely rewarding position. As cast members at Disney are taught, you must keep personal feelings “backstage” and bring your best forward.


This shift for this position is M-F 11:30am-8:00pm and Saturday 10:00am-2:00pm EST. Training will last for 6 weeks and the training time will be confirmed prior to the hired class starting. This position is overtime eligible.


For this position, Embrace pays for the class that you must take to become licensed in Property and Casualty insurance


Remote Locations: This job can be done anywhere in the US, the following locations are just a few samples.

  • Cleveland, Ohio
  • Cincinnati, Ohio
  • Detroit, Michigan
  • Salt Lake City, Utah
  • Pittsburgh, Pennsylvania
  • Philadelphia, Pennsylvania
  • Colorado
  • Chicago, Illinois
  • Dallas, Texas
  • Henderson, Nevada


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