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.
Customer Service Representative
As a Customer Service Representative, your role is the heart and soul of the Trupanion family, and you love helping as many people and pets as possible. You provide support to customers who contact us about their pet's medical insurance over the phone and through email. You're a great listener and an out of the box thinker who communicates effectively over the phone and in writing. You're comfortable navigating escalated customers and sensitive conversations with a focus on providing the best experience. You are empathetic and emotionally resilient.
( Please submit a cover letter with your application !)
Required Experience :
Minimum of 1 year in a customer service-oriented role
Knowledge, Skills & Abilities Required for Success:
Customer Centric : focused on providing a positive customer experience
Critical thinking/ think outside the box : the ability to assess, analyze, and problem solve while handling complex, gray-area situations.
Patience/active listener : listens to truly hear their customer and their problems, and able to explain solutions in different ways until the customer understands.
Emotional intelligence : ability to control outward emotions while handling interpersonal relationships with empathy.
Emotional resilience : be aware of one's own emotional reactions and adapt to stressful situations or crises without lasting difficulties post-interaction .
Fluency in Spanish or Quebec French
Experience working in a Veterinary Clinic
Benefits and Perks
Unlimited monthly bonus - (which rewards the quality for your work as well as how much work you do)
Full medical, dental and vision benefits at no cost to the employee
4 weeks paid time off
Five-week sabbatical after five years of employment
Restricted Stock Units
Open, casual, pet-friendly and fun office environment
Free dog walking services for office pets during business hours
Free medical insurance for your pet (1 dog or cat)
Paid time off to volunteer at nonprofit organizations
Free on-site gym
Flexible Work Locations:
While we love seeing everyone in the office, we are currently 100% remote as a company due to safety precautions with COVID-19. We have the ability to hire fully remotely in certain states (dependant on Property and Casualty licensing requirements in each state) .
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.
Take a look inside our office and see for yourself:
Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.