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 (US-based, excluding specified states) or in a hybrid capacity in our Seattle office, engaging with current members who are considering canceling their pet insurance policies. Your responsibilities include investigating, problem-solving, and implementing retention strategies to keep members. You will handle sensitive situations with empathy and utilize multiple systems simultaneously. This full-time position requires weekend availability and involves inbound phone calls. Trupanion offers a flexible workplace and a supportive 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
• Proven ability to implement retention strategies that retain customers
• Experience using and learning complex computer systems

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

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
• 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