Description
Trupanion is seeking a dedicated, customer-focused, and bilingual (French/English) individual to join our Canadian Partner Support team. As a Partner Support Specialist, you will be critical in fostering strong relationships between our Territory Partners (our field sales representatives) and veterinary hospitals across Canada. Your primary responsibility will be to provide exceptional service and support to ensure the success of these partnerships within the veterinary community.
In this role, you will be the key point of contact for Territory Partners and veterinary hospitals, assisting them with inquiries, troubleshooting issues, and strengthening the collaboration between Trupanion and its partners. Your ability to communicate effectively in both French and English will be crucial in helping us maintain and expand our presence in the Canadian market.
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You'll be expected to deliver top-notch service by leveraging your excellent communication skills, attention to detail, and problem-solving abilities. This position requires a proactive approach to building and maintaining relationships, ensuring partner satisfaction, and contributing to the overall success of our team. As a member of the Partner Support team, your work will directly contribute to the growth of Trupanion's partnerships and reputation within the veterinary industry.
This is an exciting opportunity for a motivated individual who thrives in a fast-paced, collaborative environment and is passionate about providing outstanding customer service in both French and English.
At Trupanion we believe in a flexible workplace! This position is open to bilingual candidates anywhere in Canada with a preference for those in the Eastern or Atlantic Time Zones.
Key Responsibilities:
Provide exceptional support to our veterinary hospital and Territory Partner partners.
- Manage inquiries: Efficiently handle inbound phone calls, emails, chats, and follow-up requests.
- Resolve issues: Conduct thorough research and provide timely solutions to complex partner and hospital concerns, including policy coverage and claims.
- Partner Support: Assist Territory Partners with reporting and data analysis.
- Pre-Approvals: Initiate timely pre-approvals for Trupanion Members and hospitals.
- Internal Collaboration: Collaborate with internal departments to ensure seamless support for our partners and members.
- Technical Support: Provide level 1 technical support for hospitals using Trupanion's software application.
Qualifications:
- Customer Service Experience: 2+ years of experience in a customer service role with a multi-line phone system or in a contact center.
- Veterinary Industry Knowledge: Experience in the veterinary industry is a plus but not required.
- Language Skills: Fluency in Canadian French
- Excellent communication and problem-solving skills.
- Ability to manage a high volume of inquiries.
- Proficiency with customer relationship management (CRM) software and other relevant tools.
Compensation:
- The pay range for this position is $28.46 CAD - $35.24 CAD per hour on a full-time schedule. This role is also eligible for monthly bonuses based on individual achievement that complements the hourly pay.
- Trupanion may also provide Restricted Stock Units, which vest over 4 years
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