Full-Time Customer Retention Specialist

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.

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: This position requires a full-time schedule (8-hour shifts x 5 days/week) including full weekends. The first seven weeks of training require you to work Monday-Friday, 8:00 AM - 5:00 PM Pacific Time.

Important Note: Weekend availability is required.

Remote/Hybrid: This is a remote position open to candidates anywhere in the US, except Alabama, Florida, Georgia, Nevada, & New York. A reliable/stable internet connection via hard-wire Ethernet is required. A hybrid schedule in our Seattle office is available.

Responsibilities:

• Provide exceptional experience for current members requesting to cancel their policy through inbound phone calls.
• Listen, investigate, and find solutions to retain members.
• Handle sensitive situations with empathy and care.
• Utilize multiple systems simultaneously.

Experience:

• 1+ year of successful Customer Retention experience.
• 1+ year of customer service experience.

Skills/Requirements:

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

Compensation:

• $23.00/hour on a full-time schedule.
• Uncapped monthly bonuses based on individual performance.
• Restricted Stock Units (vesting over 4 years).

Licensing: $1,500 sign-on bonus for licensed candidates.

Benefits:

• Full medical, dental, vision benefits.
• Four weeks paid time off and 9 paid holidays.
• Five-week sabbatical after 5 years.
• Pet-friendly, casual environment.
• Free pet health insurance for one dog or cat.
• Paid time off to volunteer.

Seattle Office Amenities: Free gym, dog walking services, parking, ORCA cards.

What is the last date for applying to the job?

Which countries are accepted for this remote job?