Spanish 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 will work remotely or in a hybrid capacity, engaging with current members who are considering canceling their pet insurance policies. Your responsibilities include investigating the reasons for cancellation, problem-solving to retain members, and educating them on the value of pet insurance. You will handle sensitive situations with empathy and utilize multiple systems simultaneously. This role requires bilingual fluency in Spanish and English, along with experience in customer retention and customer service. Trupanion offers competitive compensation, including an hourly rate, uncapped monthly bonuses, and Restricted Stock Units. Additional benefits include comprehensive health insurance, paid time off, and a pet-friendly work environment.

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
• Active Property and Casualty License is a plus

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