Trupanion

Business Analyst

• Inbox management for Contact Center inquiries including things like: same day schedule change requests, training schedule requests, absence management, etc.
• Perform smoothing of breaks and lunches, and standard methodologies in terms of automated optimization and scheduling off-the-phone activities, ensuring optimum coverage across all teams.
• This includes real-time adjustments to schedules to ensure Contact Center departments meet key performance indicators.
• Collect and analyze staffing data to identify trends, patterns, and areas for improvement in workforce management.
• Create reports and dashboards to communicate and track key performance indicators related to workforce management.
• Assess processes for efficiency and recommend process improvements and automation for workforce management initiatives.
• Identify areas of overstaffing or understaffing and provide recommendations for adjustments.
• Maintain attendance tracking tool for Contact Center Technology and Tools.
• Use specialized software and tools for data analysis, scheduling adjustments, and reporting.
• Collaborate with Contact Center departments and other areas of the business to understand workforce needs and communicate data-driven insights.

Workforce Business Analyst

Sales

• Educate and support prospective Trupanion customers by delivering exceptional service through inbound warm leads, phone calls, and email interactions
• Build genuine trust and rapport with pet parents by utilizing a consultative approach to understand their unique needs and recommend appropriate coverage solutions
• Educate potential customers on the value and benefits of Trupanion coverage to empower informed decision-making
• Effectively guide conversations by utilizing strong call control, active listening, and objection handling techniques throughout the sales process
• Confidently navigate customer concerns and sensitive conversations with empathy, authenticity, professionalism, and solution-oriented communication
• Guide customers through the enrollment process while ensuring a seamless, positive, and supportive customer experience
• Manage high inbound call volumes while balancing customer experience, efficiency, productivity, and individual sales goals in a fast-paced environment
• Demonstrate a strong sense of ownership, accountability, and adaptability while managing evolving responsibilities, processes, and workflows
• Navigate multiple systems and tools to deliver a seamless and efficient customer experience
• Prioritize and manage time effectively while maintaining strong attention to detail and productivity in a high-volume contact center environment
• Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system
• Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates.

Inbound Sales Specialist

• Support both English and Spanish speaking customers by delivering clear, professional, and empathetic communication across warm inbound leads, and email interactions
• Seamlessly switch between English and Spanish while maintaining a high-quality customer experience and strong sales performance
• Build genuine trust and rapport with pet parents by utilizing a consultative approach to understand their unique needs and recommend appropriate coverage solutions
• Educate potential customers on the value and benefits of Trupanion coverage to empower informed decision-making
• Effectively guide conversations by utilizing strong call control, active listening, and objection handling techniques throughout the sales process
• Confidently navigate customer concerns and sensitive conversations with empathy, authenticity, professionalism, and solution-oriented communication
• Guide customers through the enrollment process while ensuring a seamless, positive, and supportive customer experience
• Manage high inbound call volumes while balancing customer experience, efficiency, productivity, and individual sales goals in a fast-paced environment
• Demonstrate a strong sense of ownership, accountability, and adaptability while managing evolving responsibilities, processes, and workflows
• Navigate multiple systems and tools to deliver a seamless and efficient customer experience
• Prioritize and manage time effectively while maintaining strong attention to detail and productivity in a high-volume contact center environment
• Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system
• Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates.

Spanish Bilingual Inbound Sales Specialist

Paralegal

• Be a vital part of the Corporate Legal team by managing Trupanion’s worldwide subsidiaries and parent company governance.
• Lead the maintenance for our parent company and global subsidiaries, including managing and updating our entity management platform, preparing board of directors and committee meeting materials (drafting resolutions, minutes, written consents, agendas, preparing meeting packages), assisting our Regulatory team with regulatory filings, and maintaining the related-parties list.
• Support securities law compliance and SEC reporting for our public company filings, including preparing timelines, assisting our finance colleagues with quarterly audit matters, supporting attorneys on filings, managing Section 16 compliance (including preparing and filing Section 16 forms), and assisting with 10b5-1 Plan trading compliance and our insider trading program.
• Assist with our proxy statement, annual meeting and year-end processes, including preparing and managing timelines, preparing and distributing D&O questionnaires, assisting with drafting the proxy statement and collecting support for disclosures (including compensation tables) and coordinating review with internal teams and the board.
• Manage the relationship with our transfer agent, including preparation of instruction and opinion letters.
• Assist with strategic corporate transactions, including due diligence, document preparation, closing mechanics, and post-closing integration, as applicable.
• Manage intellectual property record keeping matters and serve as main point of contact with trademark counsel, to include working with internal business owners on pending trademark applications (obtain status updates or specimen support to provide to trademark counsel).
• Organize and maintain corporate records, minute books, and our entity management database.
• Pitch in on other special projects as needed - flexibility and a willingness to contribute in both small and big ways is important.

Corporate Paralegal, Insurance

• Build, maintain and strengthen relationships with veterinary practices in the Seminole County area
• Visit veterinary practices, build relationships and educate hospital staff on the advantages of having insured clients and how to incorporate this into their workflow
• Work part-time with a 16-hour per week commitment
• Maintain a high level of activity to support continued growth
• Attend 1-week remote training (Zoom video & highly interactive)
• Occasional weekends for Veterinary Conferences

Veterinary Sales Associate – Part-Time

Affiliate Manager

• Provide real-time support via phone, email, and chat across all partner channels.
• Handle a high volume of inbound and outbound communications in a queue-based environment.
• Troubleshoot technical and process-related issues, escalating when appropriate.
• Provide accurate information on Trupanion products, coverage, policies, claims, and partner programs.
• Conduct thorough research and provide solutions to complex partner needs, with the ability to respond to and resolve concerns.
• Navigate complex situations with professionalism, sound judgment, and a solutions-oriented mindset.
• Collaborate cross-functionally with internal teams to ensure seamless partner experiences.
• Consistently meet or exceed productivity, quality, and customer satisfaction metrics.

Partner Support Coordinator

Communications

• Lead internal communications, knowledge management, and process optimization initiatives for the North American Market team.
• Manage the North American Market Teams and Territory Partner SharePoint page.
• Manage documentation and upkeep of all processes and internal communications.
• Collaborate with leadership and Team/Channel managers for clear documentation.
• Capture and standardize institutional knowledge from subject matter experts.
• Create and manage internal communications to inform and align field and channel teams.
• Plan, facilitate, and recap department wide meetings.
• Identify opportunities to streamline communication and knowledge-sharing workflows.

Program Development Manager, Knowledge Management – Communications

• Lead internal communications, knowledge management, and process optimization initiatives for the North American Market team
• Manage the North American Market Teams and Territory Partner SharePoint page
• Manage documentation and upkeep of all processes, and manage department-wide and field communications, meetings, and announcements
• Define and implement best practice standards for documentation, resource management, and knowledge base audits
• Create and manage internal communications that inform and align field and channel teams on new programs, updates, resources, and key initiatives
• Organize and run focus groups to gather feedback and inform content or process improvements.