[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 and thoroughly investigating concerns.
• Taking thoughtful, timely actions to provide meaningful support.
• Reeducating pet parents on the long-term value of coverage.
• Skillfully navigating objections and sensitive situations.
• Ensuring 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.

Please Note: 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, Massachusetts, Nevada & New York. You must have a reliable and stable internet connection, delivered through a hard-wired Ethernet connection (cable or fiber).

If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

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.
• 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.
• 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.

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.