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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong communication and problem-solving skills while managing high call volumes in a fast-paced environment. Proficient in utilizing CRM systems and multiple digital platforms to enhance customer interactions and maintain accurate records.
Highest-signal resume keywords
High-Volume Call Center ExperienceStrong Written And Verbal Communication SkillsCRM System ProficiencyEmpathy In De-EscalationRemote Work Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceProblem ResolutionTechnical Issue DiagnosisTime ManagementDocumentation Skills
Soft Skills
EmpathyActive ListeningAdaptabilityCollaborationCommunication
Tools & Technologies
CRM SystemsDigital PlatformsVideo Call Software
Industry Keywords
High Call VolumesContact CenterCustomer ExperienceProductivity TargetsQuality Targets
About the role
Key responsibilities & impact- Manage high call volumes within tight deadlines
- De-escalate difficult situations with empathy, care, and strong communication while maintaining calm and exemplifying Trupanion values
- Utilize multiple systems and tools to efficiently support customers and ensure a seamless member experience
- Handle phone calls, chat, and email inquiries
- Listen actively to provide accurate information and resolve problems effectively
- Adjust quickly to evolving responsibilities, processes, and workflows
- Manage time efficiently in a high-volume contact center
- Build genuine connections and adapt communication style to individual customer needs
- Document customer interactions and maintain accurate, detailed CRM records
- Meet productivity and quality targets while adhering to 90% of set schedules
- Participate in regular video calls to collaborate with and connect with the team
- Contribute to a strong, inclusive remote culture
Requirements
What you’ll need- 2+ years of experience in a high-volume call center or customer service role
- Ability to work full weekends without rotation
- Availability for 8-hour shifts, 5 days a week, during Pacific Time hours
- Ability to attend Monday-Friday training from 8:00 AM to 5:00 PM Pacific Time during the first four weeks
- Ability to de-escalate difficult situations and handle complaints and sensitive or emotional topics with empathy
- Strong written and verbal communication skills
- Experience navigating multiple digital platforms simultaneously
- Ability to diagnose and resolve technical issues in real time while maintaining a positive customer experience
- Proficiency using CRM systems to document and manage customer interactions
- Remote work experience
- Reliable and stable wired internet connection through hard-wired Ethernet cable or fiber
- Distraction-free home-office setup
- Must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable
Benefits
Comp & perks- Uncapped monthly bonuses based on individual performance
- Restricted Stock Units granted to all new team members
- New hire grants vest over 4 years
- Full medical, dental, and vision benefits at no cost to the employee
- Four weeks of paid time off
- 9 paid float holidays
- Five-week sabbatical after five years of employment
- 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
- Paid ORCA cards