Responsibilities
- Provide real-time support via phone, email, and chat across all partner channels.
- Handle a high volume of inbound and outbound communications in a queue-based environment.
- Troubleshoot technical and process-related issues, escalating when appropriate.
- Provide accurate information on Trupanion products, coverage, policies, claims, and partner programs.
- Conduct thorough research and provide solutions to complex partner needs, with the ability to respond to and resolve concerns.
- Navigate complex situations with professionalism, sound judgment, and a solutions-oriented mindset.
- Collaborate cross-functionally with internal teams to ensure seamless partner experiences.
- Consistently meet or exceed productivity, quality, and customer satisfaction metrics.
Requirements
- At least 2 years of experience in a customer-facing or partner-facing contact center environment.
- Minimum of 2 years managing high-volume, multi-channel support across phone, chat, and email queues.
- Exceptional verbal and written communication skills.
- Ability to quickly learn and navigate multiple programs including phone system, CRM, Excel, and other internal programs.
- Strong attention to detail and ability to follow standard operating procedures.
Nice to Have
- Experience in the veterinary, pet insurance, or healthcare industry.
Benefits
- Monthly bonuses.
- Restricted Stock Units to all new team members.
Additional Information
- This is a position open to candidates anywhere in the US.
- Full-time schedule.
