Sales and Member Experience Specialist, Bilingual

2 weeks ago

Quebec City, Canada Trupanion Full time

**Company Description**
Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.
**Job Description** Position Summary**:
Trupanion is seeking a versatile and self-motivated Sales and Member Experience Specialist, Bilingual with proficiency in both English and French to join our pet-loving company If you have an active AMF approved General Damage Insurance Level 1 or Personal Damage Insurance Level 1 license and demonstrate a commitment to delivering exceptional service in sales and customer interactions, this position is for you.

As Bilingual Member Experience Specialist, you will play a pivotal role in supporting both current and future members. Your expertise in navigating challenging scenarios, handling escalations, and showcasing your strong problem-solving skills will be invaluable in ensuring a positive experience for our members.

**Key Responsibilities Include**:
New Members:

- Answer inbound warm leads from potential members who are interested in our pet insurance policies.
- Use a consultative approach to understand each member’s unique needs and tailor insurance solutions accordingly.
- Present the value of Trupanion's pet insurance policies, emphasizing benefits over price.
- Maintain call control and guide conversations effectively to achieve successful enrollment.
- Provide detailed information about policies, coverage options, and address any members questions or objections.
- Accurately enroll pets in policies, ensuring thorough collection and documentation of necessary information.

Current Members:

- Serve as a dedicated point of contact for current members, addressing policy inquiries, providing guidance, and ensuring their overall satisfaction is met every step of the way.

Cancellation and Retention:

- Handle inquiries from current members expressing their intention to cancel their pet insurance policy.
- Employ active listening and problem-solving skills to understand concerns, explore alternatives and strive to retain members.

**Required Experience**:

- Minimum of 2 years' experience in a sales and/or customer service role, with a track record of delivering exceptional service.
- Previous experience in a bilingual sales/customer service role.

**Qualifications**:

- Active AMF-approved General Damage Insurance Level 1 or Personal Damage Insurance Level 1 license.
- Fluent in both English and French, with the ability to seamlessly transition between languages in member interactions.
- Excellent verbal and written communication skills in both English and French.
- Ability to adapt to the diverse needs and preferences of members.
- A goal-orientated mindset to achieve and surpass sales targets.

**Knowledge, Skills & Abilities Required for Success**:

- Customer-Centric: Passionate about providing a positive member experience.
- Critical Thinking/Think Creatively: Possess the ability to adapt to evolving situations and identify innovative solutions.
- Patience/Active Listening: Listens actively to understand our members and their concerns. Having the ability to explain solutions in a different way.
- Emotional Intelligence: Handles relationships with empathy and compassion.
- Emotional Resilience: Demonstrates self-awareness and the ability to adapt to stressful situations or challenging circumstances

**Schedule**:

- During the first four weeks of training, your schedule is Monday - Friday between 11:00 a.m. EST - 8:00 p.m. EST.
- The set schedule for this position is either:

- Tuesday - Saturday from 7:00 a.m. EST - 3:30 p.m. EST.
- Tuesday - Saturday from 10:30 a.m. EST - 7:00 p.m. EST.

**Compensation**:

- The annual salary for this position is $80,000 CAD on a full-time schedule. Along with the base salary, Trupanion employees may be eligible for monthly bonuses based on individual performance.
- We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

LI-REMOTE
**Additional Information** Benefits and Perks**:

- Employer-paid extended health coverage for you and your family
- Trupanion will partner with Wealthsimple to register your RRSP, pension, etc.
- Four weeks of paid time off and 11 paid float holidays (you can decide which days are most important to you)
- Five weeks, paid, sabbatical after five years of employment
- Employer-paid medical insurance for one pet (cat or dog)
- Paid time off to volunteer at nonprofit organizations
- Open, casual, pet-friendly, and fun work environment

Trupanion is an equal opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

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