Overnight Customer Support Specialist - (Pacific Time Hours)

Company Description

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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.

Join Our Overnight Customer Support Team: Meaningful work impacting pets' lives!

Job Description

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At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service. We’re looking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage.

As an Overnight Customer Support Specialist, you’ll be at the heart of that mission—providing thoughtful, responsive support when pet owners need us most. You’ll assist customers by phone, chat and email. We’re looking for pet-passionate problem-solvers who thrive in fast-paced environments.

Overnight Schedule (Pacific Time Hours):

This position requires you to work a full-time schedule (8-hour shifts x 5 days a week) including full weekends without rotation with shifts ranging from 5:00 PM Pacific Time - 6:00 AM Pacific Time. The first four weeks of training require you to work Monday - Friday from 8:00 AM Pacific Time - 5:00 PM Pacific Time.

Please Note: We are unable to consider applications submitted without weekend availability.

At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in the US aside from Alabama, California, Florida, Georgia, Illinois, Nevada & New York. You must have a 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. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

What you will do

• 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

Experience you have:

• 1+ year of experience working overnight shifts
• 2+ years of experience in a high-volume call center or customer service role is essential
• 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
• Property and Casualty (P&C) licensing is a plus

Compensation:

• The pay for this position is $24.50/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.
• Those who are currently P&C licensed receive a $1500 sign-on bonus. 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.

Additional Information

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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.

For more information about Trupanion, visit https://trupanion.com/about

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

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.