Note: The job is a remote job and is open to candidates in USA. Trupanion provides medical insurance for cats and dogs and is seeking a Customer Support Specialist to join its Contact Center. The role provides responsive support to pet owners through phone, chat, and email, resolves customer issues, documents interactions, and meets productivity and quality targets in a high-volume environment.
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
Skills
- 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
- Applicants must be authorized to work for any employer in the U.S
- We are unable to sponsor or take over sponsorship of an employment visa at this time
Benefits
- Uncapped monthly bonuses based on individual performance may be available to eligible Trupanion employees.
- Restricted Stock Units granted to all new team members, with new hire grants vesting over 4 years.
- Remote position open to candidates anywhere in the US.
- Option to have a hybrid schedule in the Seattle office.
- 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.
- Open, casual, pet-friendly, and fun office environment.
- Free medical health insurance for 1 dog or cat.
- Paid time off to volunteer at nonprofit organizations.
- Free on-site gym for Seattle office employees.
- Free dog walking services for office pets during business hours for Seattle office employees.
- Free parking for Seattle office employees.
- Paid ORCA cards for Seattle office employees.
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