Bilingual Partner Support Specialist

Summary

Join Trupanion's Canadian Partner Support team as a bilingual (French/English) Partner Support Specialist. You will be the key contact for Territory Partners and veterinary hospitals, providing exceptional service and support. Responsibilities include managing inquiries, resolving issues, assisting with reporting and data analysis, and initiating pre-approvals. Success requires excellent communication, problem-solving, and the ability to handle a high volume of inquiries. This role offers flexibility, with remote work options across Canada, and a preference for candidates in the Eastern or Atlantic Time Zones. Trupanion offers competitive compensation, including hourly pay and monthly bonuses.

Requirements

• Customer Service Experience: 2+ years of experience in a customer service role with a multi-line phone system or in a contact center
• Language Skills: Fluency in Canadian French
• Excellent communication and problem-solving skills
• Ability to manage a high volume of inquiries
• Proficiency with customer relationship management (CRM) software and other relevant tools

Responsibilities

• Provide exceptional support to our veterinary hospital and Territory Partner partners
• Manage inquiries: Efficiently handle inbound phone calls, emails, chats, and follow-up requests
• Resolve issues: Conduct thorough research and provide timely solutions to complex partner and hospital concerns, including policy coverage and claims
• Partner Support: Assist Territory Partners with reporting and data analysis
• Pre-Approvals: Initiate timely pre-approvals for Trupanion Members and hospitals
• Internal Collaboration: Collaborate with internal departments to ensure seamless support for our partners and members
• Technical Support: Provide level 1 technical support for hospitals using Trupanion’s software application

Preferred Qualifications

Veterinary Industry Knowledge: Experience in the veterinary industry is a plus but not required

Benefits

• The pay range for this position is $28.46 CAD - $35.24 CAD per hour on a full-time schedule
• This role is also eligible for monthly bonuses based on individual achievement that complements the hourly pay
• Trupanion may also provide Restricted Stock Units, which vest over 4 years
• At Trupanion we believe in a flexible workplace! This position is open to bilingual candidates anywhere in Canada with a preference for those in the Eastern or Atlantic Time Zones