Bilingual Customer Retention Specialist

Summary

Join Trupanion's Customer Retention Team and make a difference in the lives of pets! As a Customer Retention Specialist, you'll work remotely (US-wide, excluding specific states) or in a hybrid capacity in our Seattle office, helping current members facing policy cancellation. You'll investigate, problem-solve, and build relationships to retain clients, utilizing multiple systems and adapting to a fast-paced environment. This full-time role requires weekend availability and involves handling sensitive situations with empathy. Bilingualism (Spanish/English) and prior customer retention experience are essential. Trupanion offers competitive pay, uncapped bonuses, stock units, and comprehensive benefits, including full medical, dental, and vision, paid time off, and pet insurance.

Requirements

• Bilingual fluency in Spanish and English is required
• 1+ years of successful Customer Retention experience in a fast-paced call center
• 2+ years of customer service experience

Responsibilities

• Provide an exceptional experience for current Trupanion members requesting to cancel their policy through inbound phone calls in a remote or hybrid call center environment
• Genuinely listen, investigate, and find the path to retaining members that request to cancel their policy
• Handle sensitive, emotionally charged situations with empathy and care, exemplifying Trupanion values
• Utilize multiple systems simultaneously
• Quickly adapt to changes in procedure in a high-growth environment

Preferred Qualifications

• Proven ability to implement retention strategies that retain customers
• Experience using and learning complex computer systems

Benefits

• 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
• 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
• $1500 sign-on bonus for currently licensed candidates
• Trupanion provides coursework and paid study time during the first three weeks of P&C training for all states in the US aside from Alabama, Florida, Georgia, Nevada & New York
• Uncapped monthly bonuses based on individual performance
• Restricted Stock Units to all new team members