Customer Support Specialist

At Trupanion our Contact Center is powered by passionate Care Sales Retention and Team Support Specialists who work together to deliver exceptional service. Were 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 youll be at the heart of that missionproviding thoughtful responsive support when pet owners need us most. Youll assist customers by phone chat and email. Were 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 2:00 PM Pacific Time and 3:30 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 be able to have a reliable/stable connection to the internet through hard-wired Ethernet. If you enjoy a mix of on-site and remote work you may choose to have a hybrid schedule in our Seattle office. 

What you will do 

• 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 

 Experience you have: 

• 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 

Compensation: 

• The pay for this position is $21/hour on a full-time schedule. Along with the hourly pay Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance. 
• We want all employees to be invested in Trupanions success so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Benefits and Perks:

• Full medical dental and vision benefits at no cost to the employee
• Four weeks of 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
• 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.

For more information about Trupanion visit more about how Trupanion has revolutionized our industry and the reimbursement model: 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.