Customer Retention Specialist

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 pet-friendly environment where everyone is encouraged to be themselves. Join Our Customer Retention Team: Meaningful workimpactingpets' lives! Job Description At Trupanion, our Contact Center is powered by passionate Care, Sales, Retention, and Team Support Specialists who work together to deliver exceptional service.We’relooking for people who are excited to educate pet owners and champion the value of protecting their pets with Trupanion coverage. Our Contact Center is open 24/7,365 daysa year – including nights, weekends, and federal holidays – so team members should be prepared to support pet parents whenever they need us most. As a Customer Retention Specialist,you’llplay a vital role in deepening relationships by engaging with customers during the moments that matter most.You’llapproach each interaction with empathy and care. Listening actively, thoroughly investigatingconcernsand taking thoughtful,timelyactions to provide meaningful support. Through impactful phone conversations and personalized email follow-ups,you’llreeducate pet parents on the long-term value of coverage, helping them fully understand the benefits of protecting their pets with Trupanion.You’llskillfully navigate objections and sensitive situations, working with customers to overcome barriers,identifysolutions, and ensure they feel seen, heard, and valued. Whetheryou’rede-escalating an emotional conversation or reinforcing the peace of mind our coverage provides, your goal is to ensure every customer feels informed, supported, and confident in their decision to continue protecting their pet with Trupanion. Schedule (Pacific Time Hours): This position requires you to work a full-time schedule (8-hour shifts, 5 days a week) including full weekends without rotation. The first seven weeks of training require you to work Monday - Friday from 8:00 AM Pacific Time - 5:00 PM Pacific Time. Attendance and active participation, including being on camera, are mandatory during this period and will continue to be a priority throughout your time in the role of supporting engagement, connection, and collaboration in a remote environment. Please Note:We are unable to consider applicationssubmittedwithout weekend availability. At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in the US aside from Alabama, California, Florida, Georgia, Illinois, Nevada & New York . You 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 notpermitted. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office. What you will do 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, usingstrong communicationskills while embodyingTrupanion’score 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,processesand 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 andmaintaindetailed 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 asidentifyingalternate 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 Experience you have: 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 Proventrack recordof success inretainingcustomers, handlingcancellationsand renewing services Demonstrated ability to de-escalatedifficult 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 whilemaintaininga 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 inprivate settingwith reliable hard-wired internet connection and a distraction-free home-office setup Property and Casualty (P&C) licensing is a plus Requirements: Must be able to obtain andmaintainactive Property and Casualty (P&C) licensing in all 50 states and applicablejurisdictions,e.g.assigned Canadian Provinces Compensation: The pay for this position is $23/hour on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance. We want all employees to be invested inTrupanion’ssuccess, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years. Those who are currently P&C licensed receive a $1500 sign-on bonus. If you are not licensed, Trupanion provides coursework and paid study time during the first three weeks of P&C training for qualifying states in the US. Additional Information All your information will be kept confidential according to EEO guidelines. Benefits and Perks: Full medical, dental, and vision benefits at no cost to the employee Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!) Five-week sabbatical after five years of employment Open, casual, pet-friendly, and fun office environment Free medical health insurance for your pet (1 dog or cat) Paid time off to volunteer at nonprofit organizations Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards. For more information about Trupanion, visit Learn more about how Trupanion has revolutionized our industry and the reimbursement model: 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. We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.