Customer Retention Specialist (Pacific Time Hours)

Trupanion•Seattle, WA

1d•Remote

About The Position

Trupanion is seeking a Customer Retention Specialist to join their Contact Center team. This role focuses on deepening customer relationships by engaging with pet owners who are considering canceling their policies. The specialist will use empathy, active listening, and problem-solving skills to educate customers on the value of Trupanion coverage, address concerns, and find solutions to retain them. The position involves phone conversations and email follow-ups, aiming to ensure customers feel informed, supported, and confident in their decision to continue protecting their pets. The Contact Center operates 24/7, 365 days a year, and team members must be prepared to work nights, weekends, and federal holidays.

Requirements

3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment is essential
1+ years of experience in a customer service role is essential
Proven track record of success in retaining customers, handling cancellations and renewing services
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
Strong technical troubleshooting skills and comfort using technology independently in a remote environment
Experience working remotely in private setting with reliable hard-wired internet connection and a distraction-free home-office setup
Must be able to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions, e.g. assigned Canadian Provinces

Nice To Haves

Property and Casualty (P&C) licensing is a plus

Responsibilities

Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email
Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines
Provide outstanding customer support by active listening, investigating concerns, and taking solution-oriented action to support retention
De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values
Educate pet parents on the lifetime value of coverage to empower informed decision-making
Build authentic connections by tailoring your communication style to meet individual customer needs
Thrive in a fast-paced environment by adapting quickly to evolving responsibilities, processes and workflows
Navigate multiple systems and tools to deliver seamless and efficient member experience
Prioritize and manage time effectively to provide exceptional customer service in a fast-paced contact center
Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system
Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates
Take a pro-active, solution-oriented approach when facing technical challenges, such as identifying alternate ways to continue work while awaiting IT support
Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

Benefits

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
Uncapped monthly bonuses based on individual performance
Restricted Stock Units (RSUs) granted to all new team members, vesting over 4 years
Sign-on bonus for those currently P&C licensed ($1500)
Paid study time for P&C training for qualifying states in the US