[Hiring] Customer Retention Specialist @Trupanion

Role 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’re looking 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 days a 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’ll play a vital role in deepening relationships by engaging with customers during the moments that matter most. You’ll approach each interaction with empathy and care, listening actively, thoroughly investigating concerns, and taking thoughtful, timely actions to provide meaningful support. Through impactful phone conversations and personalized email follow-ups, you’ll reeducate pet parents on the long-term value of coverage, helping them fully understand the benefits of protecting their pets with Trupanion.

You’ll skillfully navigate objections and sensitive situations, working with customers to overcome barriers, identify solutions, and ensure they feel seen, heard, and valued. Whether you’re de-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.
• We are unable to consider applications submitted without weekend availability.

At Trupanion, we believe in a flexible workplace! 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 not permitted. 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, 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.

Qualifications

• 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 a private setting with 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 and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions, 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.
• Restricted Stock Units granted to all new team members, vesting 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.

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.
• 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.