Partner Support Coordinator
Employment Information
Job Description
Partner Support Coordinator providing customer support via phone and email for veterinary hospitals and pet service providers. Handling inquiries and resolving issues to enhance partner relationships in a flexible work environment.
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!
- 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
- Paid ORCA cards
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