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Bilingual Partner Support Coordinator, French
TrupanionPartner Support Coordinator at Trupanion delivering multi-channel support to veterinary hospitals and partners. Managing inbound/outbound communications and enhancing customer experience with a focus on service.
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Bilingual in English and French is required (Quebec French preferred)
- At least 2 years of experience in a customer or partner-facing contact center environment.
- Minimum of 2 years managing high-volume, multi-channel support across phone, chat, and email queues.
- Experience in the veterinary, pet insurance, or healthcare industry is a plus!
- Exceptional verbal and written communication skills.
- Ability to quickly learn and navigate multiple programs including phone system, CRM, Excel, and other internal programs.
- Strong attention to detail and ability to follow standard operating procedures.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supporttroubleshootingresearchproblem-solvingmulti-channel supportqueue managementattention to detailstandard operating procedures
Soft Skills
bilingual communicationverbal communicationwritten communicationprofessionalismsound judgmentsolutions-oriented mindsetcollaborationcustomer satisfaction focus