Partner Support Specialist

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.

Position Summary:

Trupanion is looking for someone who has a passion for serving clients, is a great teammate, takes pride in perfection, and wants to be an outstanding part of our success! As a member of the Partner Support team, you will work closely with our Territory Partners (Trupanion’s Field Sales Representatives) and hospitals across the United States and Canada to support and strengthen the relationship we have within the veterinary community.

This is a phone-heavy role and the right candidate should be confident handling 30-40 phone calls a day.

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. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

Key Responsibilities Include:

• Provide a best-in-class level of support to our partners - veterinary hospitals and Territory Partners
• Prioritize and manage inbound phone, email, fax, and follow-up activity queues
• Research and resolve complicated Territory Partner and Hospital concerns including questions on policy coverage and claims
• Assist Territory Partners with reporting
• Initiate time-sensitive pre-approvals for Trupanion Members and hospitals
• Liaise with internal departments to assist our partners and Members
• Provide level 1 technical support for hospitals utilizing the Trupanion Express application

Experience:

• 2+ years experience in Customer Service with a multi-line phone system or in a contact center
• Veterinary hospital experience is a plus!
• Fluency in French or Spanish is a huge plus!

Compensation:

The pay for this position is $18.25 an hour, on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for monthly bonuses based on individual or team 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.

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.

About Trupanion:

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.

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

Trupanion Team DNA:

At Trupanion, we achieve great things together when we are:

• Caring: We are kind to each other and assume positive intent.
• Collaborative: We work together to achieve company goals (we not me).
• Courageous: We are determined, take risks, and make bold moves.
• Curious: We seek new information to continually better ourselves and our work.
• Honest: We believe candid communication leads to successful teamwork.
• Inclusive: We welcome and value all people and perspectives.
• Nimble: We readily adapt and evolve in pursuit of progress and innovation.

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

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.

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.

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