Customer Support Specialist – Pacific Time Hours

🔥 11 hours ago

🇺🇸 United States – Remote

💵 $21 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Trupanion

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🏥 Healthcare

📣 Marketing

🛡️ Insurance

💰 $60M Post-IPO Equity on 2020-11

Healthcare • Marketing • Insurance

Trupanion is a leading provider of pet insurance, offering comprehensive coverage for dogs and cats. With over 25 years in the industry, Trupanion provides unlimited payout plans and real-time payment at checkout through its VetDirect Pay™ system, ensuring pets receive immediate care without financial stress for the owners. Trusted by over a million pet parents and veterinarians, Trupanion is known for its extensive coverage that includes hereditary conditions, advanced dentistry, allergies, and more. The company emphasizes ease of use with a 24/7 customer service line and a commitment to helping pets through every stage of life.

📋 Description

• Manage high call volumes within tight deadlines • De-escalate difficult situations with empathy, care, and strong communication while maintaining calm and exemplifying Trupanion values • Utilize multiple systems and tools to efficiently support customers and ensure a seamless member experience • Handle phone calls, chat, and email inquiries • Listen actively to provide accurate information and resolve problems effectively • Adjust quickly to evolving responsibilities, processes, and workflows • Manage time efficiently in a high-volume contact center • Build genuine connections and adapt communication style to individual customer needs • Document customer interactions and maintain accurate, detailed CRM records • Meet productivity and quality targets while adhering to 90% of set schedules • Participate in regular video calls to collaborate with and connect with the team • Contribute to a strong, inclusive remote culture

🎯 Requirements

• 2+ years of experience in a high-volume call center or customer service role • Ability to work full weekends without rotation • Availability for 8-hour shifts, 5 days a week, during Pacific Time hours • Ability to attend Monday-Friday training from 8:00 AM to 5:00 PM Pacific Time during the first four weeks • Ability to de-escalate difficult situations and handle complaints and sensitive or emotional topics with empathy • Strong written and verbal communication skills • Experience navigating multiple digital platforms simultaneously • Ability to diagnose and resolve technical issues in real time while maintaining a positive customer experience • Proficiency using CRM systems to document and manage customer interactions • Remote work experience • Reliable and stable wired internet connection through hard-wired Ethernet cable or fiber • Distraction-free home-office setup • Must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

🏖️ Benefits

• Uncapped monthly bonuses based on individual performance • Restricted Stock Units granted to all new team members • New hire grants vest over 4 years • Full medical, dental, and vision benefits at no cost to the employee • Four weeks of paid time off • 9 paid float holidays • Five-week sabbatical after five years of employment • Free medical health insurance for your pet (1 dog or cat) • Paid time off to volunteer at nonprofit organizations • Free on-site gym • Free dog walking services for office pets during business hours • Free parking • Paid ORCA cards