Note: This position is open exclusively to candidates currently enrolled in the Hiring Our Heroes Fellows Program. Applications from individuals not participating in the program will not be considered.
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.
About the Fellowship
- The fellowship includes a 12-week, paid by the Department of Defense, hosted by Trupanion.
- Performance will be evaluated at 6 weeks and 12 weeks, including discussion of full-time employment opportunities within Trupanion.
- Upon completion of the fellowship, the targeted full-time employment title is [Partner Support Specialist].
- Brief overview of duties and assignments during the fellowship, its goals, or how success is measured.
The Partner Support Specialist role is a critical part of providing customer-focused support to our key partner channels, including Territory Partners and Associates, Vet, Breeder, and Shelter partner channels.
The Fellowship will…
- Be exposed to the overall North America Markets organization and how the team works closely with the TP Nation (Territory Partners and Associates) and vet community.
- Primarily focus on the Partner Support organization to better understand roles, processes, and how the Partner Support Organization functions within NA Markets and other Trupanion Departments.
- Work with the Partner Support Managers to review and create process mapping documents, onboarding, and training materials when new Partner Support Specialists are hired.
- Job Shadow experienced Partner Support Specialist.
- Build a working knowledge of tools and policies, including CRM, TeamViewer, HMT, and Claims policies that PSS utilizes on a regular basis.
- Gain fundamental understanding of Territory Partner and Hospital general support and requests. Understand how support is provided through phone queues and how performance is measured.
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Qualifications
- Strong communication skills and comfortable with providing support in a high call volume environment.
- Detail-oriented, problem-solving skills, and organizational skills.
- Ability to work independently and as part of a team, a strong commitment to helping others, and a collaborative spirit.
- 2+ years of customer service-oriented role with the ability to thrive in a fast-paced environment.
- Able to follow the process while also being able to use judgment and knowledge to resolve unique support needs
- Adept at using different systems, including MS Office proficiency and ability to learn specialized applications and tools utilized by the Partner Support Team
- Additional skillsets that are a plus: bi-lingual French or Spanish; Vet hospital experience
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Learning Outcomes
- Gain hands-on experience in a unique multi-faceted role and learn about the pet insurance industry
- Develop professional skills in a customer center role with the potential to build specialized skills in research and resolution, systems and integrations, outbound vet, breeder, and shelter roles.
- Opportunity to create documentation and processes that improve operations and onboarding of new team members.
