Supervisor Customer Service & Lost Pet Recovery - Remote Eligible

Supervisor, Customer Service & Lost Pet Recovery

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Job Summary:

PetPlace is seeking a Supervisor, Customer Service & Lost Pet Recovery who will report to the Director, Sales & Service. The Supervisor, Customer Service and Lost Pet Recovery oversees planning, directing, managing, and evaluating team performance to ensure customers are receiving a high level of service.

Job Location: Remote-Canada

Main Responsibilities:

• Supervises customer service staff in their day-to-day operations.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Supports leadership in staff recruitment, interviews, and training staff on procedures and job-related functions.
• Assists with monitoring and ensuring quality control of assigned staff.
• Acts as an escalation point for resolving difficult customer issues.
• Tracks and reports performance against objectives and goals.
• Assists in producing and analyzing statistics, including identifying trends and insights.
• Performs other duties and responsibilities as assigned.

Qualifications:

• High School Diploma or equivalent
• 2 years' relevant work experience in a leadership role
• Associate's Degree or equivalent work experience (One-year relevant experience is equivalent to one-year college)
• Experience with change management preferred

Expected Hours of Work:

• This is a full-time position: Days and hours to be determined by needs of business. Hours to be determined between employee and director.
• The Lost Pet Recovery department works 7 days a week, 365 days per year. This role will work Monday through Friday, with a rotation of every third Saturday. There will also be some on-call hours required, that will be compensated with other days off.

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• 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)