Customer Service Representative at Trupanion

Location: Remote, US
| Full-time
Trupanion

Customer Service Representative

Flexible Work Locations:

  • While we love seeing everyone in the office, we are a hybrid workforce! Our Contact Center is able to hire full-time remote positions in all states other than Alabama, California, Florida, Georgia, Illinois or New York. Unfortunately, we are unable to hire in Alabama, California, Florida, Georgia, Illinois or New York unless you already hold an active Property & Casualty license.

Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help the pets we all love receive the veterinary care they need. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

As a Customer Service Representative, your role is the heart and soul of the Trupanion family, and you love helping as many people and pets as possible. You provide support to customers who contact us about their pet’s medical insurance over the phone and through email. You’re a magnetic listener, a creative problem solver, and are able to communicate effectively over the phone and in writing. You’re comfortable navigating complex situations and sensitive conversations with a focus on providing the best experience. You are empathetic and emotionally resilient.

(Please submit a cover letter with your application!)

Required Experience:

  • Minimum of 2 years in a customer facing role.

Knowledge, Skills & Abilities Required for Success:

  • Customer-Centric: committed to providing a positive member experience and ensuring our members are supported to the best of our ability.
  • Critical & Creative Thinking: the ability to assess, analyze, and problem solve a range of complex interactions (phone, chat, email).
  • Patient & Magnetic Listener: listens to truly understand our members and their problems, and is able to explain solutions in a way so that our members understand and are able to make educated decisions.
  • Emotional Intelligence: ability to navigate complex interactions with emotional awareness, compassion, and tact. Ability to handle interpersonal relationships and ease our members concerns.
  • Emotional Resilience: Ability to adapt to stressful situations and crises in order to support our members.

Desired Qualifications:

  • Experience working in the Veterinary/Pet Care Industry is a plus.
  • Experience working in the Service Industry is a plus.
  • Fluency in French or Spanish is a plus.

Benefits and Perks:

  • Bonus opportunities
  • Full medical, dental, and vision benefits at no cost to the employee
  • Four weeks paid time off and 9 paid float holidays (you can decide which days are most important to you!)
  • Five-week sabbatical after five years of employment
  • Restricted Stock Units
  • Open, casual, pet-friendly, and fun office environment
  • Free medical health insurance for your pet (1 dog or cat)
  • Paid time off to volunteer at nonprofit organizations
  • Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

About Trupanion:

We’re all about helping pets. We promote a cohesive and nimble team environment, and we hire, develop and promote team members. We trust each other. We are transparent and honest. We care about one another and want to see our team members succeed, personally and professionally. We strive to promote from within and reduce bureaucracy to allow creative thinking. We’re focused on providing continuous training and support to all team members to encourage long-term happiness and success.

Trupanion Team DNA:

At Trupanion, we achieve great things together when we are:

  • Caring: We are kind to each other and assume positive intent.
  • Collaborative: We work together to achieve company goals (we not me).
  • Courageous: We are determined, take risks, and make bold moves.
  • Curious: We seek new information to continually better ourselves and our work.
  • Honest: We believe candid communication leads to successful teamwork.
  • Inclusive: We welcome and value all people and perspectives.
  • Nimble: We readily adapt and evolve in pursuit of progress and innovation.

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