Customer Support Specialist

Summary

Join Trupanion's Customer Support team and make a difference in the lives of pets! As a Customer Support Specialist, you will provide exceptional service to pet owners via phone, chat, and email, assisting them with their Trupanion coverage. This full-time, remote position offers a flexible schedule and the opportunity to work from anywhere in the US with a reliable internet connection. You will manage high call volumes, de-escalate difficult situations, utilize multiple systems, and maintain accurate records. The ideal candidate possesses 2+ years of experience in a high-volume call center or customer service role and excels in a fast-paced environment. Trupanion offers competitive compensation, including uncapped monthly bonuses and Restricted Stock Units.

Requirements

• 2+ years of experience in a high-volume call center or customer service role is essential
• Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy
• Strong written and verbal communication skills
• Experienced in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in real time while maintaining a great customer experience
• Proficient in using CRM Systems to document and manage customer interactions
• Experience working remotely with a reliable wired internet connection and a distraction-free home-office setup

Responsibilities

• Manage high call volumes within tight deadlines
• De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values
• Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience
• Handle phone calls, chat and email inquiries with passion and curiosity
• Listen actively to provide accurate information and resolve problems effectively
• Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows
• Efficiently manage time to provide exceptional customer service in a high-volume contact center
• Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs
• Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system
• Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules
• Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

Benefits

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays
• Five-week sabbatical after five years of employment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations