Sales and Customer Care Specialist

Sales And Customer Care Specialist

We are seeking bilingual German and French Sales and Customer Care Specialists. Trupanion is a leading provider of medical insurance for cats and dogs in North America, and a new provider in Europe. Our mission is to help loving, responsible pet owners budget and care for their pets. We create solutions to ensure our members, their pets, and their vets experience unparalleled customer service. At Trupanion, we offer a collaborative, informal, and pet-friendly environment where everyone is encouraged to authentically be the best version of themselves.

Job Description

Position Summary:

As a Sales and Customer Care Specialist, your role is at the heart of Trupanion. When members need us, our Specialists do whatever is necessary to provide the best experience possible. We're looking for those that thrive in sales, and love to engage with people over the phone, who are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment. In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.

At Trupanion, we believe in a flexible workplace! This is a remote position for candidates in Germany or Switzerland. You must be able to have a reliable and stable connection to the internet through hard-wire Ethernet.

Expectation is to meet as a team once per quarter, for up to a week. The location is subject to change, based on needs.

Responsibilities:

• Act as a direct contact for Smart Paws' and Trupanion customers and cooperation partners
• Listen to understand what a pet owner is looking for and offer recommendations on how Trupanion can help solve their pet insurance needs.
• Effectively communicate our product and its benefits, with the goal of closing sales and activating Trupanion policies
• Handle sensitive situations with empathy and care, exemplifying Trupanion DNA
• Passion for assisting members, curiosity to ask probing questions, and ability to solve problems and creative problem-solving skills.
• Make genuine connections and adapt communication style to best serve any member that contacts us
• Willingness to accept and embrace changes in responsibility, processes, and workflow in an ever-changing environment
• Efficiently manage time to provide legendary member service in a high-volume contact center
• Utilize multiple systems to support our members and Veterinarians
• Actively contribute to the continuous improvement of processes and support new services.

Qualifications:

• Fluency in English (business language) required
• Professional proficiency in either German or French, with a minimum of B1 working proficiency in the other language
• Flemish is a plus
• 2+ years' experience in a member-facing role
• Swiss Non-Life insurance mediary license, preferred
• Proven experience in phone sales
• Experience using and learning complex computer systems
• Work from home experience is a plus!

Skills:

• Enjoy a challenge, possess strong problem-solving skills.
• Quickly adapt to process or protocol changes and implement them immediately
• Ability to multitask at high speed while maintaining excellent attention to detail and accuracy
• Outstanding communication skills, both written and verbal. Excellent listening skills are a must!
• Work independently, and be self-motivated
• Proactive and logical thinker

Schedule:

• This is a full-time position of 37.5 hours per week; schedule may vary based on business needs.
• Flexibility is required to start as early as 07:00, work until 19:00, and on Saturdays.
• After hire, any schedule changes will be communicated with at least 30 days' notice.

Compensation:

• The pay for this position is based on a full-time schedule. Along with salary, our employees will be eligible for monthly bonuses based on individual and company goals.
• Trupanion may also provide Restricted Stock Units, which vest over 4 years

Benefits and Perks:

• 25 holiday leave days.
• Five-week sabbatical after five years of employment
• Medical Insurance for a cat or dog
• Medical Concierge (Summus)
• Lifestyle Spending Account (LSA)
• Family Planning (Carrot)
• Employee Assistance Program
• Open, casual, pet-friendly, and fun office environment

Additional information:

Learn more about how Trupanion has revolutionized our industry and the reimbursement model.

Model the team DNA always, believing that we can 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.

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 with 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 accommodation.