Senior Customer Service Coordinator – Bilingual, Spanish, Collections
Capital One
Customer Support Specialist – Pacific Time Hours
Trupanion
full-time
Posted on:
Location Type: Remote
Location: Remote • Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $21 per hour
Job Level
JuniorMid-Level
About the role
- Manage high call volumes within tight deadlines
- De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values
- Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience
- Handle phone calls, chat and email inquiries with passion and curiosity
- Listen actively to provide accurate information and resolve problems effectively
- Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows
- Efficiently manage time to provide exceptional customer service in a high-volume contact center
- Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs
- Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system
- Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules
- Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture
Requirements
- 2+ years of experience in a high-volume call center or customer service role is essential
- Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy
- Strong written and verbal communication skills
- Experienced in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in real time while maintaining a great customer experience
- Proficient in using CRM Systems to document and manage customer interactions
- Experience working remotely with a reliable wired internet connection and a distraction-free home-office setup.
Benefits
- Full medical, dental, and vision benefits at no cost to the employee
- Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
- Five-week sabbatical after five years of employment
- Open, casual, pet-friendly, and fun office environment
- Free medical health insurance for your pet (1 dog or cat)
- Paid time off to volunteer at nonprofit organizations
- Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecall center experienceproblem resolutiontechnical issue diagnosisCRM systems proficiency
Soft skills
empathystrong communication skillsactive listeningadaptabilitytime management
