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
Requirements
- 2+ years of experience in a high-volume call center or customer service role
- 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
Benefits
- Uncapped monthly bonuses based on individual performance
- Restricted Stock Units to all new team members, vesting over 4 years
Work Arrangement
Hybrid
Team
Structure: Contact Center powered by Care, Sales, Retention, and Team Support Specialists
Additional Information
- Schedule: 8-hour shifts, 5 days a week, including full weekends without rotation. Shifts will start between 10:00 AM Pacific Time and 12:00 PM Pacific Time.
- Training: Monday to Friday from 8:00 AM Pacific Time - 5:00 PM Pacific Time for the first four weeks.
- Weekend availability is required.
- 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.
