Partner Support Coordinator, French Bilingual
Employment Information
Job Description
Partner Support Coordinator providing real-time support across multiple channels for Trupanion's partners. Enhancing customer experience through detailed service and effective communication.
Responsibilities:
- Provide real-time support via phone, email, and chat across all partner channels.
- Handle a high volume of inbound and outbound communications in a queue-based environment.
- Troubleshoot technical and process-related issues, escalating when appropriate.
- Provide accurate information on Trupanion products, coverage, policies, claims, and partner programs.
- Conduct thorough research and provide solutions to complex partner needs, with the ability to respond to and resolve concerns.
- Navigate complex situations with professionalism, sound judgment, and a solutions-oriented mindset.
- Collaborate cross-functionally with internal teams to ensure seamless partner experiences.
- Consistently meet or exceed productivity, quality, and customer satisfaction metrics.
Requirements:
- 2+ years in a customer support role required.
- Experience in the veterinary, pet insurance, or healthcare industry is a plus!
- Bilingual in English and French
- Exceptional verbal and written communication skills.
- Familiarity with learning and navigating multiple programs including phone system, CRM, Excel, and other internal programs.
- Ability to work efficiently in a fast-paced, phone and queue-heavy environment.
- Strong attention to detail and ability to follow standard operating procedures.
Benefits:
- 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
- Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.
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