Manager, Customer Service I Licensed

Licensed Customer Care Team Manager

Chewy, the fastest growing e-commerce retail businesses in the United States today, is seeking a full-time Licensed Customer Care Team Manager to join our amazing Pet Insurance team! We are looking for a highly motivated, sales driven individual with an entrepreneurial spirit, service mindset, who enjoys speaking with customers and desires to take on the challenge of pursuing a career in healthcare and insurance. You'll be entrusted to serve as the voice of Pet Insurance customers, business partners, and behind-the-scenes operations. We offer competitive benefits, personal and leadership development programs with rapid career growth potential, and many Team Member incentives. This is an exciting opportunity to join a very new and fast-growing department of Chewy.

What You'll Do :

• Manage a team of approximately 10 virtual, hourly Licensed Customer Care Representatives (LCCRs) in a sales focused environment.
• Develop a working knowledge of insurance, and operate as an expert of Chewy's pet health insurance plans, knowing the features, advantages, and disadvantages to better recommend the best option for pet parents and assist with post-enrollment questions
• Guide and coach LCCRs on selling techniques using the consultative sales approach
• Create and maintain a consistent and engaging work environment
• Responsible for achieving all business, sales, and operational goals
• Mentor, train and develop Team Members for career progression and learning
• Develop and share best practices across shifts and sites
• Create a positive team dynamic that encourages all employees in Customer Care to provide feedback and drive change, adapt to the ever-evolving business, and stay focused on the customer experience
• Interact with customers via inbound calls, outbound calls, emails, and other communication platforms for healthcare and insurance specific questions / concerns as well as supporting frontline customer service and healthcare teams as needed
• Learn and operate within Chewy and our third-party insurance partner's internal and external technologies to provide a consistent customer experience
• Learn the LCCR role to be able to coach and guide the LCCRs on your team
• Conduct outbound calls to customers as needed
• Communicate issues to the leadership quickly to document and resolve any concerns with processes or procedures
• Contribute to the larger team's success by participating in and / or leading team activities in hiring, experimentation, compliance, quality, and / or process improvement initiatives.

What You'll Need :

Preferred Experience :

Why Chewy Customer Care?

It's not just about us. It is also about what you get. That's why in Chewy Customer Care you are empowered to become your best.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

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