Full-Time Customer Retention Specialist

Do you love cats and dogs? Are you looking for a career in a high-growth industry that helps pets? Trupanion is seeking a highly motivated and dedicated Customer Retention Specialist to join the team!

In this position, you will work with current members requesting to cancel their policy - investigating and problem-solving for solutions to retain them as members.

We're looking for those that thrive in engaging with customers, are comfortable navigating complex situations, investigating, problem-solving, and taking action in the moment.

In this role, you will build real-life connections, and help educate members on the unparalleled lifetime value and importance of having a pet protected by us.

Schedule (Pacific Time Hours): This position requires a full-time schedule (8 hour shifts x 5 days a week) including full weekends without rotation with shifts ranging from 6:00 AM - 7:00 PM. The first four weeks of training require you to work Monday - Friday from 8:00 AM - 5:00 PM. Please Note: We are unable to consider applications submitted without weekend availability.

At Trupanion, we believe in a flexible workplace! We know that talented pet-loving professionals are everywhere. This is a remote position open to candidates anywhere in the US. You must have a reliable/stable internet connection through hard-wire Ethernet. If you enjoy a mix of on-site and remote work, you may choose to have a hybrid schedule in our Seattle office.

What you will do:

• 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.

Experience you have:

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

What you'll bring:

• Proven ability to implement retention strategies that retain customers
• Experience using and learning complex computer systems
• Fluency in French or Spanish is a plus

Work Environment:

Property and Casualty licensing: There is a $1500 sign-on bonus for currently licensed candidates. If you are not licensed, 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 & New York.

Compensation

The pay for this position is $23.00/hour on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance. We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.

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