Customer Retention Specialist

Summary

Join Trupanion's Retention Team and make a difference in the lives of pets! As a Customer Retention Specialist, you will work remotely (US-wide excluding specific states) or in a hybrid capacity in our Seattle office, helping current members facing policy cancellation. You will investigate, problem-solve, and build relationships to retain members. This role requires strong customer service skills, experience in a fast-paced call center, and the ability to handle sensitive situations. Trupanion offers competitive compensation, including bonuses, stock units, and a comprehensive benefits package. Weekend availability is required. A property and casualty license is a plus, and Trupanion provides support for obtaining one.

Requirements

• 1+ year of successful Customer Retention experience in a fast-paced call center
• 1+ year 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

• Fluency in French or Spanish
• Active Property and Casualty License

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
• $23.00/hour on a full-time schedule
• Uncapped monthly bonuses based on individual performance
• Restricted Stock Units
• $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, California, Florida, Georgia, Illinois , Nevada & New York