Customer Service Representative

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Embrace

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

☁️ SaaS

🏢 Enterprise

💰 $20M Venture Round - Embrace on 2023-07

SaaS • Enterprise

Embrace is a user-focused observability platform for mobile and web applications that ties technical performance to end-user impact. Powered by OpenTelemetry, Embrace provides Real User Monitoring (RUM), crash and ANR reporting, network insights, session timelines, Core Web Vitals, custom metrics and alerts, dashboards, and AI-driven automated workflows. The platform targets mobile engineers, web developers, and reliability teams across industries such as e-commerce, travel, media, and gaming, and emphasizes open standards, avoiding vendor lock-in. Embrace has entered a definitive agreement to be acquired by Palo Alto Networks.

📋 Description

• Respond to 70-90 phone calls per day, providing exceptional customer service • Answer customer emails promptly and address inquiries and concerns professionally • Assist other departments with policy procedures and adjustments • Help pet parents understand coverage and options • Review claims and maintain and adjust new and existing policies • Collaborate with team members to ensure a supportive and efficient work environment • Share knowledge and resources with team members • Handle emotionally challenging, intense, and stressful situations • Perform other duties as assigned

🎯 Requirements

• Strong mental and emotional resilience; ability to handle challenging customer interactions with patience and professionalism • Excellent interpersonal and communication skills, including empathy and the ability to build rapport with customers • Adaptability and ability to multitask in a fast-paced and demanding environment • Experience in a customer service role, preferably in a call center setting • Basic level of technical proficiency and comfort navigating multiple software applications across multiple screens • Genuine desire to make a positive impact on customers’ experiences and help them find solutions to their concerns • Availability for the M-F 11:30am-8:00pm and Saturday 10:00am-2:00pm EST shift • Ability to complete six weeks of training

🏖️ Benefits

• Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP)