Customer Support Specialist – Pacific Time Hours

This is a fully remote position, open to applicants in Washington.

📋 Description

• Oversee a high volume of calls while adhering to strict deadlines.

• Skillfully de-escalate challenging situations with empathy and effective communication, all while embodying Trupanion's core values.

• Leverage various systems and tools to provide excellent support to our customers, ensuring a smooth member experience.

• Engage with phone calls, chat, and email inquiries with enthusiasm and curiosity.

• Actively listen to deliver precise information and resolve issues efficiently.

• Excel in a dynamic environment by swiftly adapting to changing responsibilities, processes, and workflows.

• Manage time effectively to deliver outstanding customer service in a busy contact center.

• Build authentic connections and adjust communication styles to suit customer interactions while demonstrating the ability to customize responses to meet individual needs.

• Record customer interactions and keep accurate and comprehensive logs in the customer relationship management (CRM) system.

• Achieve and sustain productivity and quality benchmarks to ensure our customers consistently receive excellent support while adhering to 90% of scheduled commitments.

• Participate in regular video calls to collaborate and connect with your team, contributing to a robust and inclusive remote culture.

⛳️ Requirements

• A minimum of 2 years of experience in a high-volume call center or customer service position is required.

• Proven ability to de-escalate complex situations, addressing complaints and sensitive topics with empathy.

• Excellent written and verbal communication abilities.

• Proficient in navigating multiple digital platforms simultaneously, with a strong capability to diagnose and resolve technical problems in real-time while ensuring a positive customer experience.

• Skilled in using CRM systems to document and manage customer interactions.

• Experience working remotely with a dependable wired internet connection and a distraction-free home office environment.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits at no cost to the employee.

• Four weeks of paid time off along with 9 paid float holidays (you choose which days are most significant to you!).

• A five-week sabbatical after five years of service.

• An open, relaxed, pet-friendly, and enjoyable office atmosphere.

• Complimentary medical health insurance for your pet (1 dog or cat).

• Paid time off to volunteer with nonprofit organizations.

• Access to a free on-site gym, complimentary dog walking services for office pets during working hours, free parking, and paid ORCA cards.