Customer Retention Specialist - (Pacific Time Hours)

Trupanion • Seattle, WA

279d • $23 • Hybrid

About The Position

Do you love cats and dogs? Are you looking for a career in a high-growth industry that helps pets? Trupanion is seeking a highly motivated and dedicated Customer Retention Specialist to join the team! In this position, you will work with current members requesting to cancel their policy - investigating and problem-solving for solutions to retain them as members. We're looking for those that thrive in engaging with customers, are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment. In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.

Requirements

• 1+ year of successful Customer Retention experience in a fast-paced call center.
• 1+ year of customer service experience.

Nice To Haves

• Proven ability to implement retention strategies that retain customers.
• Experience using and learning complex computer systems.
• Fluency in French or Spanish is a plus.

Responsibilities

• Provide an exceptional experience for current Trupanion members requesting to cancel their policy through inbound phone calls in a remote or hybrid call center environment.
• Genuinely listen, investigate, and find the path to retaining members that request to cancel their policy.
• Handle sensitive, emotionally charged situations with empathy and care, exemplifying Trupanion values.
• Utilize multiple systems simultaneously.
• Quickly adapt to changes in procedure in a high-growth environment.

Benefits

• Full medical, dental, and vision benefits at no cost to the employee.
• Four weeks of paid time off and 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, and paid ORCA cards.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Personal and Laundry Services