Licensed Customer Care Advocate – Pet Insurance & Wellness Solutions Specialist (MST/PST)

About arenaflex – Pioneering Pet Health & Peace of Mind

At arenaflex, we are on a mission to safeguard the health and happiness of the pets that fill our lives with joy. As a rapidly growing pet‑care platform, we combine cutting‑edge veterinary medicine, innovative insurance products, and a suite of non‑insurance wellness solutions to deliver $1.5 billion in life‑extending and life‑saving treatments over the next five years. Our commitment to uncompromising care means that pet parents can rely on us to protect their furry companions against illness, injury, and unexpected costs—allowing families to focus on the moments that truly matter.

Our culture blends the entrepreneurial energy of a startup with the rigor of a trusted health‑care provider. From pet‑friendly office spaces to a collaborative, data‑driven approach, arenaflex empowers every team member to make a tangible difference in the lives of pets and their owners. If you share a genuine passion for animals, a drive for customer‑centric excellence, and a desire to shape the future of pet health, you’ve found your next great opportunity.

Role Overview

We are seeking a dynamic and empathetic Licensed Customer Care Advocate to join our customer experience team. This role is pivotal in guiding pet parents through insurance options and supplemental wellness products, answering their questions across a variety of communication channels, and ensuring each interaction reflects arenaflex’s gold‑standard service.

Because we serve customers across the United States, this position must be based in the Mountain or Pacific time zones (MST/PST) and hold an active Property & Casualty Producer license.

Key Responsibilities

• Customer Guidance: Educate pet owners on how our insurance policies and non‑insurance wellness solutions can protect their cats and dogs, tailoring recommendations to each family’s unique needs and budget.
• Multi‑Channel Support: Respond promptly to inquiries received via phone, email, SMS/text, live chat, social media, and any emerging communication platform.
• Issue Resolution: Investigate, troubleshoot, and resolve complex service requests, leveraging multiple internal systems to deliver a seamless, integrated response.
• Ticket Management: Accurately log, prioritize, and close tickets in our chosen ticketing platforms (Zendesk, Kustomer, Gladly, etc.), ensuring compliance with service‑level agreements.
• Relationship Building: Cultivate trust with pet parents through active listening, empathy, and clear communication, turning first‑time callers into long‑term advocates for arenaflex.
• Cross‑Functional Collaboration: Partner with underwriting, claims, product, and marketing teams to feed customer insights back into product development and process improvement.
• Continuous Learning: Stay current on veterinary best practices, insurance regulations, and emerging pet‑care trends to provide informed, up‑to‑date advice.
• Documentation & Reporting: Contribute to knowledge‑base articles, FAQ updates, and performance dashboards that drive operational excellence.
• Proactive Outreach: Identify patterns of recurring issues and work with leadership to develop preventative communication campaigns or process enhancements.

Essential Qualifications

• Active Property & Casualty Producer License: Must be in good standing and valid for the duration of employment.
• Customer Service Experience: Minimum 2‑3 years in a high‑volume call center, veterinary clinic front desk, or comparable environment where fast, accurate, and compassionate service is essential.
• Communication Excellence: Proven ability to articulate complex insurance concepts in plain language, with exceptional written and verbal skills.
• Technical Proficiency: Comfortable navigating multiple platforms simultaneously—CRM, ticketing software, productivity suites (MS Office, Google Workspace), and chat tools.
• Empathy & Listening Skills: Demonstrated track record of building rapport with customers under stressful or emotional circumstances.
• Attention to Detail: Ability to manage competing priorities, maintain data accuracy, and follow rigorous compliance guidelines.

Preferred Qualifications & Experience

• Previous experience in pet‑insurance, veterinary services, or animal‑health‑related industries.
• Familiarity with pet‑care terminology, common medical procedures, and preventive wellness programs.
• Certification in customer experience frameworks (e.g., COPC, ITIL) or related training.
• Demonstrated entrepreneurial mindset—experience in a startup or fast‑growing tech environment is a plus.
• Fluency in an additional language (Spanish, French, etc.) to support a diverse customer base.

Core Skills & Competencies for Success

• Problem‑Solving: A “roll‑up‑your‑sleeves” attitude that embraces challenges and seeks innovative solutions.
• Time Management & Prioritization: Ability to juggle multiple tickets, calls, and administrative tasks without sacrificing quality.
• Team Collaboration: Strong interpersonal skills to work closely with cross‑functional peers and share knowledge openly.
• Data‑Driven Decision Making: Comfort using analytics dashboards to monitor performance metrics and identify improvement opportunities.
• Adaptability: Thrive in a rapidly evolving environment where new products, policies, and technologies are introduced regularly.
• Passion for Pets: Authentic love for animals that shines through every interaction and drives an unwavering commitment to their well‑being.

What We Offer – Compensation, Benefits & Perks

Competitive Salary commensurate with experience, paired with a performance‑based bonus structure that rewards exceptional customer satisfaction scores.

• Medical, Dental & Vision: Comprehensive contributions for both employees and eligible dependents.
• Retirement Planning: 401(k) with generous company matching to help you build a secure financial future.
• Paid Time Off & Holidays: Generous vacation accruals, paid holidays, and flexible sick leave to maintain work‑life balance.
• Pet‑Friendly Workspaces: Bring your furry friend to the office on designated days, enjoy pet‑themed events, and receive discounts on arenaflex products.
• Wellness Programs: Stocked kitchens, on‑site fitness classes, team workouts, and mental‑health resources.
• Learning & Development: Access to industry conferences, certification reimbursements, internal mentorship programs, and a library of pet‑care resources.
• Team Outings & Socials: Quarterly retreats, volunteer opportunities at animal shelters, and regular celebrations of milestones.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. Our fast‑growing organization offers clear pathways to advance into senior advocacy roles, team leadership, or specialized functions such as claims analysis, product development, and compliance. We invest in continuous training—whether you wish to deepen your underwriting knowledge, master advanced data analytics, or become a certified customer‑experience professional, we’ll support your development.

Our Culture – Why arenaflex Is a Great Place to Work

We believe that a thriving workplace starts with authenticity, inclusivity, and a shared purpose. Our values in action:

• Compassion First: Every decision is guided by the well‑being of pets and their families.
• Innovation with Integrity: We leverage technology to simplify complex insurance processes while maintaining regulatory compliance.
• Collaboration Over Competition: Open communication channels, cross‑team brainstorming sessions, and a flat hierarchy empower every voice.
• Accountability & Ownership: You are encouraged to take initiative, experiment, and learn from both successes and setbacks.
• Diversity & Belonging: We celebrate varied backgrounds, perspectives, and experiences that enrich our community.

How to Apply

If you’re ready to combine your licensing expertise with a passion for pet advocacy, we invite you to join arenaflex. Click the link below to submit your application, and let’s create a safer, healthier future for pets together.

Apply Now – Become a Licensed Customer Care Advocate at arenaflex

Conclusion – Take the Next Step

At arenaflex, you won’t just answer calls—you’ll become a trusted partner in the lives of pet families across the nation. Our commitment to excellence, combined with a vibrant, pet‑centric culture, offers an unparalleled platform for you to grow both professionally and personally. If you’re eager to make a measurable impact, thrive in a fast‑paced environment, and love animals as much as we do, we can’t wait to meet you.

Submit your resume today and embark on a rewarding journey where every conversation helps a pet live a longer, happier life.