Overnight Customer Support Specialist

at  Trupanion

Company Description
Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. 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 members, 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.
At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a position open to candidates anywhere in the US. If you live in the greater Seattle area, you will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week.

EXPERIENCE YOU HAVE:

• 1+ years’ required experience working an overnight shift
• 2+ years’ experience in a member facing role
• Experience using and learning complex computer systems
• Work from home experience is a plus!
• Fluency in French or Spanish 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).

• Handle sensitive situations with empathy and care, exemplifying Trupanion values
• Can utilize multiple systems to support our members
• Quickly adapt to changes in responsibility, processes, and workflow in an ever changing environment
• Passion to assist members, curiosity to ask probing questions, and ability to problem solve and think of creative solutions to assist the member.
• Efficiently manage time to provide legendary member 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