Overnight Customer Support Specialist

Company 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.

Job Description

As an Overnight Customer Support Specialist, your role is at the heart of Trupanion. When members need us, our Specialists do whatever is necessary to provide the best experience possible. We're looking for those that thrive in engaging with customers, and are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment. In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.

Responsabilities:

• Provide an exceptional experience for current Trupanion members through inbound phone calls, chat, and email in a remote call center environment
• Passion to assist members, curiosity to ask probing questions, and ability to problem solve and think of creative solutions to assist the member.
• Handle sensitive situations with empathy and care, exemplifying Trupanion values
• Utilize multiple systems simultaneously to support our members
• Quickly adapt to changes in responsibility, processes, and workflow in an ever-changing environment
• Efficiently manage time to provide legendary customer service in a high-volume contact center
• Make genuine connections, with the ability to adapt communication style to best serve any member that contacts us.

Qualifications

• 2+ years’ experience in high-volume, high-level customer service
• Experience working in an overnight shift required
• Work from home experience is a plus!
• Experience using and learning complex computer systems
• Call center experience is a plus!
• Property and Casualty licensing: There is a $1500 sign-on bonus for currently licensed candidates. If you are not licensed, Trupanion provides coursework and paid study time during the first three weeks of P&C training for qualifying states in the US (see below).

Additional Information

Our Overnight Customer Support team can hire in all states except California, Florida, Georgia, and New York unless you already hold an active Property & Casualty license in that state.

You can be fully remote, or if you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office. You must be able to have a reliable/stable connection to the internet through hard-wire Ethernet.

Schedule

During four weeks of training, employees work Monday- Friday between 8:00 AM - 5:00 PM PST.

This is a full-time Overnight position with 8-hour shifts, 5 days a week. While schedules are set without rotation, this position requires availability on both weekend days. Shifts range between the hours of 6:00 PM - 6:00 AM PST.

Compensation

The base pay for this position is $22.00/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 Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

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.

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.

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion Team DNA: