Customer Retention Specialist

Customer Retention Specialist

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.

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.

Join Our Customer Retention Team : Meaningful work impacting pets' lives!

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.

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

Work Experience :

Schedule (Pacific Time Hours) :

Compensation :

All your information will be kept confidential according to EEO guidelines.

This is a remote position open to candidates anywhere in the US aside from Alabama, California, Florida, Georgia, Illinois, Massachusetts, Nevada & New York. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

Benefits and Perks :

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.