Full-Time Customer Retention Specialist
Trupanion is hiring a remote Full-Time Customer Retention Specialist. The career level for this job opening is Experienced and is accepting Worldwide based applicants remotely. Read complete job description before applying.
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Trupanion
Job Title
Customer Retention Specialist
Posted
Career Level
Full-Time
Career Level
Experienced
Locations Accepted
Worldwide
Salary
HOUR $23 - $23
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Job Details
As a Customer Retention Specialist, you’ll play a vital role in deepening relationships by engaging with customers during the moments that matter most. You’ll approach each interaction with empathy and care. Listening actively, thoroughly investigating concerns and taking thoughtful, timely actions to provide meaningful support. Through impactful phone conversations and personalized email follow-ups, you’ll reeducate pet parents on the long-term value of coverage, helping them fully understand the benefits of protecting their pets with Trupanion. You’ll skillfully navigate objections and sensitive situations, working with customers to overcome barriers, identify solutions, and ensure they feel seen, heard, and valued. Whether you’re de-escalating an emotional conversation or reinforcing the peace of mind our coverage provides, your goal is to ensure every customer feels informed, supported, and confident in their decision to continue protecting their pet with Trupanion.
Responsibilities:
- Educate and support Trupanion customers who are requesting to cancel their policy by delivering exceptional service through inbound calls and email
- Manage high call volumes while balancing empathy, efficiency, and productivity under tight deadlines
- Provide outstanding customer support by active listening investigating concerns, and taking solution-oriented action to support retention
- De-escalate challenging situations with empathy and professionalism, using strong communication skills while embodying Trupanion’s core values
- Educate pet parents on the lifetime value of coverage to empower informed decision-making
- Build authentic connections by tailoring your communication style to meet individual customer needs
- Thrive in a fast-paced environment by adapting quickly to evolving responsibilities, processes and workflows
- Navigate multiple systems and tools to deliver seamless and efficient member experience
- Prioritize and manage time effectively to provide exceptional customer service in a fast-paced contact center
- Accurately document customer interactions and maintain detailed records in the customer relationship management (CRM) system
- Demonstrate strong technology acumen in a remote setting, including the ability to independently troubleshoot common technical issues and adapt to new tools or system updates
- Take a pro-active, solution-oriented approach when facing technical challenges, such as identifying alternate ways to continue work while awaiting IT support
- Consistently meet or exceed productivity and quality targets while adhering to 90% of scheduled shifts
- Engage in on camera video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture
Work Experience:
- 3 years of experience in a customer retention, account management, or similar role in a fast-paced call center environment is essential
- 1+ years of experience in a customer service role is essential
- Proven track record of success in retaining customers, handling cancellations and renewing services
- Demonstrated ability to de-escalate difficult situations, handling complaints and sensitive or emotional topics with empathy
- Strong written and verbal communication skills
- Experienced in navigating multiple digital platforms simultaneously, with a strong aptitude for diagnosing and resolving technical issues in real time while maintaining a great customer experience
- Proficient in using CRM Systems to document and manage customer interactions
- Strong technical troubleshooting skills and comfort using technology independently in a remote environment
- Experience working remotely in private setting with reliable hard-wired internet connection and a distraction-free home-office setup
Property and Casualty (P&C) licensing is a plus
Schedule (Pacific Time Hours): This position requires you to work a full-time schedule (8-hour shifts from 10:30AM - 7PM PST) including weekends, without rotation.
Compensation: The pay for this position is $23/hour on a full-time schedule. Along with the hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance.
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Customer Retention Specialist at Trupanion is
5th of December 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Worldwide
] applicants. .
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