Customer Retention Specialist

🔥 53 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Trupanion

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🏥 Healthcare

📣 Marketing

🛡️ Insurance

💰 $60M Post-IPO Equity on 2020-11

Healthcare • Marketing • Insurance

Trupanion is a leading provider of pet insurance, offering comprehensive coverage for dogs and cats. With over 25 years in the industry, Trupanion provides unlimited payout plans and real-time payment at checkout through its VetDirect Pay™ system, ensuring pets receive immediate care without financial stress for the owners. Trusted by over a million pet parents and veterinarians, Trupanion is known for its extensive coverage that includes hereditary conditions, advanced dentistry, allergies, and more. The company emphasizes ease of use with a 24/7 customer service line and a commitment to helping pets through every stage of life.

📋 Description

• Educate and support customers requesting policy cancellation through inbound calls and email • Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines • Investigate customer concerns and take solution-oriented action to support retention • De-escalate challenging situations and handle complaints and sensitive topics professionally • Educate pet parents on the lifetime value of Trupanion coverage • Build authentic connections by tailoring communication to individual customer needs • Adapt quickly to evolving responsibilities, processes, and workflows • Navigate multiple systems and tools to deliver a seamless member experience • Prioritize and manage time effectively in a fast-paced contact center • Document customer interactions and maintain detailed CRM records • Independently troubleshoot common technical issues and adapt to new tools or system updates • Identify alternate ways to continue working while awaiting IT support • Meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts • Participate in on-camera video calls to collaborate with the team and support the remote culture

🎯 Requirements

• 3 years of experience in customer retention, account management, or a similar role in a fast-paced call center environment • 1+ years of experience in a customer service role • Proven success retaining customers, handling cancellations, and renewing services • Ability to de-escalate difficult situations and handle complaints and sensitive or emotional topics with empathy • Strong written and verbal communication skills • Experience navigating multiple digital platforms simultaneously • Ability to diagnose and resolve technical issues in real time • Proficiency 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 and a distraction-free home office • Must be able to obtain and maintain active Property and Casualty (P&C) licensing in all 50 states and applicable jurisdictions, including assigned Canadian provinces • Property and Casualty (P&C) licensing is a plus • Must have reliable internet through a hard-wired Ethernet connection; Wi-Fi, satellite, and mobile hotspots are not permitted • Must be available to work full weekends without rotation, including nights, weekends, and federal holidays as needed • Must complete the first seven weeks of training Monday–Friday, 8:00 AM–5:00 PM Pacific Time • Must attend and actively participate in training on camera • Must be authorized to work for any employer in the U.S.; visa sponsorship is unavailable

🏖️ Benefits

• Uncapped monthly bonuses based on individual performance • Restricted Stock Units granted to all new team members, vesting over 4 years • $1,500 sign-on bonus for employees who are currently P&C licensed • Coursework and paid study time during the first three weeks of P&C training for qualifying states in the US for employees who are not licensed • 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 one dog or cat • Paid time off to volunteer at nonprofit organizations • Optional hybrid schedule in the Seattle office • Free on-site gym • Free dog walking services for office pets during business hours • Free parking • Paid ORCA cards