Customer Retention Specialist (Pacific Time Hours)

Trupanion • Seattle, WA

1d • Remote

About The Position

Trupanion is seeking passionate individuals to join their Contact Center team as Customer Retention Specialists. This role is crucial in deepening customer relationships by engaging with pet owners during significant moments. The specialist will approach each interaction with empathy, actively listen, investigate concerns, and take timely actions to provide meaningful support. Through phone conversations and personalized emails, the role involves reeducating pet parents on the value of Trupanion coverage, helping them understand the benefits of protecting their pets. The specialist will skillfully navigate objections and sensitive situations, working with customers to overcome barriers, identify solutions, and ensure they feel valued. The ultimate goal is to ensure every customer feels informed, supported, and confident in their decision to continue protecting their pet with Trupanion. The Contact Center operates 24/7, 365 days a year, requiring team members to be available to support pet parents at all times, including nights, weekends, and federal holidays. This is a remote position open to candidates anywhere in the US (excluding specific states) with a mandatory hard-wired internet connection. A hybrid work option is available at the Seattle office.

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
• Must be able to work a full-time schedule including full weekends without rotation
• Must have weekend availability
• Must have a reliable and stable internet connection, delivered through a hard-wired Ethernet connection (cable or fiber). Wireless connections, including Wi-Fi, satellite, and mobile hotspots, are not permitted.

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
• Coursework and paid study time for P&C licensing during the first three weeks of training for qualifying states in the US
• Sign-on bonus for those currently P&C licensed ($1500)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed