About Fetch
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.
About the Industry
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.
Property & Casualty License Preferred
RESPONSIBILITIES
- Handle a high volume of incoming and outgoing customer communications (calls and emails) to full completion
- Probe to establish the root cause of customer concerns, determine customer needs and resolve with innovative solutions
- Act as a customer liaison, empowered to resolve customer issues and amplify the customer’s voice throughout Fetch
- Analyze customer motivation by gathering information and exploring concerns
- Develop appropriate solutions in real-time to promote customer satisfaction and extend customer’s relationship with Fetch
- Use multiple desktop tools to assess customers’ current policy details, benefits of coverage, and statistics on pet breeds (health concerns, likely illnesses, etc.)
- Resell the value of Fetch products, highlighting benefits specific to the customer and their pet(s)
- Negotiate with customers to renew policies and retain business
- Provide feedback on process opportunities and suggestions for improvements
- Provide customer and policyholder support via phone and email
- Document all internal and external interactions within appropriate tracking systems
- Must be able to work a minimum of the 40-hour work week with varied shifts and occasional weekend time
REQUIREMENTS
- A minimum of two (2) years in a call center environment
- Previous Retention call center experience is preferred
- Great understanding of a first-time close sales experience
- Able to multitask– accessing systems, conversing with customers, and actively listening in real-time
- Work independently and collaboratively as a team player
- Ability to interface with a wide range of customer types
- The position is remote and requires some self-direction
- Attention to detail and follow-through on open issues
- Ability to apply initiative and judgment to define and perform tasks, sometimes complex, and sees the bigger picture
- Empathy and patience
- Ability to sell and negotiate in a calm, focused manner
- Excellent verbal, interpersonal, and written communication skills
- Proven ability to apply innovative ideas and critical thinking
- 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
- Must be certified with a Property & Casualty (P&C) license across multiple states. The company will pay for licenses, where applicable
Compensation
- The pay range for this position is $20.50-21.50 on a full-time basis
- Along with base salary, your position may qualify for additional bonuses
Benefits & Perks
At Fetch, we recognize the importance of work-life balance and prioritize our employees' mental health and well-being, ensuring everyone can flourish both professionally and personally. Not just pets, we want our employees to live their best lives too — here at Fetch, you have access to the valuable benefits listed below.
- Comprehensive Medical, dental, and vision plan for you and your family
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) are available
- Highly competitive 401(k) matching
- Generous 20-day PTO Policy, with rollover options. Earn an additional day of PTO each year on your anniversary with Fetch, for a maximum of 30 days
- Paid company (9) holidays, including (1) floating holiday
- Fetch Pet Insurance discount - up to 50% off, up to $1,000 savings/year
- Educational Assistance Program
- Fetch Discount Perks Program
- Volunteering - earn up to 8 hours per calendar year at nonprofit organizations
- NYC Office Amenities: Pet-friendly environment, free lunch, snacks, and additional amenities; transit accessible
- Employee Referral Incentive
- Tuition Assistance
- Commuter Benefits
- Employee Assistance Program (EAP)
Work From Home Set Up:
- 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” ma monitors, a laptop, mouse, keyboard, and headset.
- Ability to set up and connect (with instructions and remote IT team assistance) equipment that is shipped to your home
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.
EEO Statement
Fetch is proud to be an equal opportunity employer.
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
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