Member Experience Specialist - Retention at Trupanion

| Seattle
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Description

 

About Trupanion:

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. 

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. As our team members gain experience, 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.  

Take a look inside our office and see for yourself:

https://www.facebook.com/Trupanion/videos/10155423763702974/

 

Position Summary:

Do you love pets? Are you looking for a career in a fast growing industry that helps pets? Want to be part of something big? If you answered yes to these questions, we want you!

Trupanion is looking for a motivated professional to join their dedicated, passionate, and fun Retention team. The right candidate for the Member Experience Specialist - Retention role will join the company's bold plans to lead the industry and grow market share.

When we say we have a serious love for pets, we mean it. We're made up of pet-passionate professionals who go above and beyond for our customers every day. This passion permeates our corporate culture and offices, where the pitter-patter of our four legged friends is ever present. Over 220 dogs come into the office with us each day, and even a handful of cats too. Their presence makes it easy to keep our mission top-of-mind. Our role is an important one and we don't forget that.
 

Key Responsibilities Include:

The role of Member Experience Specialist - Retention is on the front lines answering inbound customer calls, working to find a solution to help customers keep their pets protected with a Trupanion policy. Insurance can be confusing but we’re here to help! Our day to day is largely spent informing our current customers on how they can utilize their policy and addressing customer questions and concerns. We often find ourselves talking about claims, medical records collection, deductibles, and the industry landscape.  

Success in this role is based on your individual performance, and monthly bonuses are eagerly awarded when goals are met and exceeded -- all while you help cats and dogs live longer, healthier lives.

 

Qualifications (Please include a cover letter with your application!)

 

Required Experience

  • Minimum 1 year of successful Customer Relations or Retention experience in a high volume call center 
  • Minimum 35 wpm touch typing speed 
  • Proficient with Microsoft Office applications such as Outlook, SharePoint and Dynamics CRM
  • Property and Causality licensed in Washington State ($500 signing bonus for licensed candidates OR Trupanion provides coursework and paid study time for candidate to pass test within 3 weeks of start date)
  • Comfortable working in an office with pets

 

Desired Qualifications

  • Results-driven: understanding which results are important and why, and focusing resources available to achieve them.
  • Communication Skills: able to communicate clearly over the phone and in writing.
  • Emotional intelligence: ability to control outward emotions while handling interpersonal relationships empathetically.
  • Emotional resilience: be aware of one’s own emotional reactions and adapt to stressful situations or crises without lasting difficulties post interaction.
  • Critical thinking/ think outside the box: ability to assess, analyze, and problem solve while handling complex, gray-area situations.
  • Problem Solving: Clearly define what the problem is, generate a plan for how to solve the problem and then implement it.
  • Customer service experience: experience providing excellent service in a customer facing position.
  • Ability to multitask: remain engaged and thorough in your work while actively handling two or more tasks.
  • Positive attitude: maintain an overall positive outlook while handling difficult situations.
  • Self-Motivated: internally inspired to do a good job and provide the best service.
  • Patience/active listener: listens to truly hear their customer and their problems, and able to explain solutions in different ways until the customer understand.
  • Calm under pressure: remain calm and poised under pressure while focusing on what’s best for the customer.
  • Organizations skills: able to prioritize their work and understand when it is appropriate to give certain tasks priority over others.
  • Coachable: someone who is self-aware, can recognize areas of opportunity, and receive feedback to improve their skill set.
  • Time Management: You are able to plan your time effectively, re-prioritizing if needed, while remaining efficient and productive.
  • Ability to learn quickly in an ever-changing, fast-paced environment
  • Fluency in Spanish or Quebec French is a plus!

 

Benefits and Perks:

  • Bonus opportunities
  • Full medical, dental and vision benefits at no cost to the employee
  • Four weeks paid time off
  • Five week sabbatical after five years of employment
  • Restricted Stock Units
  • Open, casual, pet-friendly and fun office environment
  • Free dog walking services for “approved” office pets during business hours
  • Free pet health insurance (1 dog or cat)
  • Paid time off to volunteer at nonprofit organizations
  • Free on-site gym


Company Background 

Founded in 2000, Trupanion (NASDAQ: TRUP) offers medical insurance for cats and dogs in the United States, Canada and Puerto Rico through its affiliated entities.  

Trupanion is a registered trademark owned by Trupanion, Inc. Underwritten in Canada by Omega General Insurance Company and in the United States by American Pet Insurance Company. 6100 4th Ave S, Seattle, WA 98108. Please visit AmericanPetInsurance.com to review all available pet health insurance products.


Company Values

  • Caring: We care about each other.
  • Adhocracy: An adhocracy is intentionally ‘adhoc’ instead of bureaucratic. Adhocracies value the ability to adapt quickly, flexibility and employee empowerment (with an emphasis on individual initiative). Corporate levels exist in an adhocracy, but they are less strictly defined and valued than in traditional corporate environments.
  • Trusting: We trust one another with information
  • Sincere: We do what we say and say what we mean.
  • Devoted: We love pets.
  • Original: We are innovative and fair.
  • Genuine: We are free to express our true selves.
  • Simple: Simple is better.


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

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases

Location

Georgetown is a blend of great restaurants, dog-friendly breweries, and bustling businesses.

An Insider's view of Trupanion

What’s the vibe like in the office?

We’re laid back yet efficient; fast-paced yet compassionate; silly yet emotive. The people here are happiest when they’re driving forward with results that help save pets’ lives. At the same time, every single person knows the absolute catharsis that happens when you spend a good 15 minutes snuggling with a pet on our office floor.

Marissa (She/Her)

Content Manager

What does your typical day look like?

When I arrive at the beginning of my day, I am always excited to call my hospitals. I review hospital activity reports to help identify engagement, and see how I can assist staff in processing claims through our software more efficiently. This role is exciting, challenging, and is never the same day to day.

Shannon

Account Manager

How does the company support your career growth?

Trupanion continues to offer ways for us to increase our skill set and grow both personally and professionally throughout our tenure by offering continuing education courses on a variety of topics ranging from how to set and achieve goals to how we can adopt more inclusive language to name a few.

Trenton He/Him

Learning & Development Specialist

What is your vision for the company?

To offer an inclusive workplace culture that encourages team members to be their whole self, fosters a sense of belonging, and recognizes that great ideas can come from anywhere in an organization. We want Trupanion to be the destination to come and build a career.

Gavin (He/Him)

General Counsel & Chief People Officer

What makes someone successful on your team?

To be successful at Trupanion, you must have a thirst for knowledge! Always ask more questions to discover the ‘why’ and ’how’ behind the ‘what.’ With additional information, you will not only be able to gain personal knowledge but also apply it to situations that come your way to come to the best solution for our members and partners.

Angie

Assistant Team Manager - Partner Support

What are Trupanion Perks + Benefits

Trupanion Benefits Overview

We care deeply about our team members here at Trupanion. We provide a robust benefits and rewards package to our team members designed to help them be the best possible version of themselves with additional perks like paid volunteering time, recognition for good performance and cultural committees. Trupanion is more than just a pet-friendly office, with over 400 approved office pets, we are an industry leader in pet benefits.

Culture
Volunteer in local community
Our team members can take a paid day off to volunteer at a charity of their choosing.
Partners with Nonprofits
We partner with the Northwest Center to support people of all abilities.
Friends outside of work
Eat lunch together
Intracompany committees
Trupanion has several intracompany programs included: TruPride, TruFun, and TruLOVE (Leaders of Various Ethnicities).
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer our team members the chance to participate in the healthcare FSA or limited healthcare FSA, and a dependent care FSA.
Disability Insurance
Trupanion provides all team members with short term and long term disability coverage. We also pay the full cost of the WA PFML premium.
Dental Benefits
Our dental plan covers 100% of preventive expenses and 100% of orthodontia up to $1,500 (lifetime maximum).
Vision Benefits
Our vision program provides for an annual exam and glasses and/or contacts.
Health Insurance Benefits
Trupanion offers two health plans and we pay 100% of employee only coverage.
Life Insurance
All full time team members receive company paid basic life and ADD insurance.
Pet Insurance
Team members may enroll one pet (cat or dog) in a Trupanion medical insurance policy at no charge.
Onsite Gym
Team workouts
In-office yoga offered by a certified instructor twice a month.
Retirement & Stock Options Benefits
401(K)
The Trupanion 401k offers pre-tax and Roth savings opportunities.
Company Equity
All team members are granted equity at time of hire.
Performance Bonus
Trupanion offers team members an opportunity to receive quarterly performance bonuses.
Child Care & Parental Leave Benefits
Child Care Benefits
Onsite daycare offers foreign language instruction, dance and soccer lessons, and constant communication with parents via an app updated throughout the day.
Flexible Work Schedule
Trupanion offers a flexible work schedule for certain positions.
Remote Work Program
Family Medical Leave
Team members are eligible for family medical leave.
Vacation & Time Off Benefits
Generous PTO
Trupanion team members start off at 20 days of PTO per year, and receive an additional day each consecutive year of employment.
Paid Volunteer Time
Our team members can take a paid day off to volunteer at a charity of their choosing.
Sabbatical
Eligible team members get 5 weeks of paid sabbatical after 5 years of working at the company.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
We provide a company paid ORCA card and on-site parking to all team members.
Company Outings
Trupanion hosts all sorts or events and outings throughout the year!
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Trupanion has a stocked kitchen with unlimited tea, coffee, cocoa, and a Bevi machine.
Happy Hours
Happy hours are hosted At team's discretion.
Parking
We provide on-site parking to our team members at no charge.
Pet Friendly
With 300+ dogs and cats onsite daily, Trupanion is a mutant version of pet friendly! We provide corporate dog walking services and have two playrooms available.
Recreational Clubs
We have Craft Night and a weekly running group.
Professional Development Benefits
Job Training & Conferences
Trupanion offers team members professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications
We have annual budget for paid industry certifications.

Additional Perks + Benefits

In addition to the benefits and perks outlined above, Trupanion offers: paid bereavement time for the important beings in your life (human, furry, feathered, and reptilian), a rotating schedule of food trucks, and an array of discount programs and partnerships to our team members.

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