About this role
Role Overview
- Provide real-time assistance by phone, email, and chat across all partner channels.
- Manage a high volume of inbound and outbound communications in a queue-based environment.
- Troubleshoot technical and operational issues and escalate when necessary.
- Provide accurate information about products, coverages, policies, claims, and Trupanion partner programs.
- Conduct thorough research to deliver tailored solutions for complex situations.
- Demonstrate professionalism, sound judgment, and a solution-focused approach in diverse contexts.
- Work closely with internal teams to ensure a smooth and consistent partner experience.
- Consistently meet or exceed productivity, quality, and partner satisfaction targets.
Requirements
- Bilingual in French and English required (Québec French is a strong asset).
- Minimum of two years’ experience in a contact centre focused on customer service or partner support.
- At least two years’ experience providing high-volume multichannel support (phone, email, chat).
- Experience in the veterinary, pet insurance, or healthcare sectors is an asset.
Benefits
- Employer-paid supplementary group insurance for you and your family.
- Partnership with Wealthsimple for retirement savings (RRSP, pension, etc.).
- Four weeks of paid vacation.
- Five weeks of paid sabbatical after five years of service.
- Employer-paid medical insurance for a pet (dog or cat).
- Paid time off for volunteering with registered non-profits.
- Open, friendly, pet-friendly work environment.