Customer Support Specialist - (Pacific Time Hours)

Customer Support Specialist - (Pacific Time Hours)

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.

Join Our Customer Support Team : Meaningful work impacting pets' lives!

At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service. We're looking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage. As a Customer Support Specialist, you'll be at the heart of that missionproviding thoughtful, responsive support when pet owners need us most. You'll assist customers by phone, chat and email. We're looking for pet-passionate problem-solvers who thrive in fast-paced environments.

Schedule (Pacific Time Hours) : This is a full-time position requiring 8-hour shifts, 5 days a week, including full weekends without rotation. Shifts will start between 1 : 00 PM Pacific Time and 3 : 00 PM Pacific Time.

Training during the first four weeks will be Monday to Friday from 8 : 00 AM Pacific Time - 5 : 00 PM Pacific Time.

Please Note : We are unable to consider applications submitted without weekend availability.

At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in the US. You must have a reliable and stable internet connection, delivered through a hard-wired Ethernet connection (cable or fiber). Wireless connections, including Wi-Fi, satellite, and mobile hotspots, are not permitted. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

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 :

Compensation :

Benefits and Perks :

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.