Customer Retention Specialist

Summary

Join Trupanion's 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 dynamic environment. This full-time role requires weekend availability and offers a competitive hourly rate plus uncapped monthly bonuses and stock options. Enjoy comprehensive benefits including full medical, dental, and vision, generous PTO, and pet-related perks.

Requirements

• 1+ year of successful Customer Retention experience in a fast-paced call center
• 1+ year of customer service experience
• Proven ability to implement retention strategies that retain customers
• Experience using and learning complex computer systems
• Work a full time schedule (8 hour shifts x 5 days a week) including full weekends without rotation with shifts ranging from 6:00 AM Pacific Time - 7:00 PM Pacific Time
• The first seven weeks of training require you to work Monday - Friday from 8:00 AM Pacific Time - 5:00 PM Pacific Time
• Have a reliable/stable connection to the internet through hard-wire Ethernet

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

Fluency in French or Spanish

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
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• $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
• Open, casual, pet-friendly, and fun office environment
• Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards