Full-Time Spanish Bilingual 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 you to work 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 seven 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.

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:

• 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.

What you'll bring:

• Proven ability to implement retention strategies that retain customers.
• Experience using and learning complex computer systems.
• Active Property and Casualty License is a plus.

Compensation: $24.00/hour on a full-time schedule. Along with hourly pay, Trupanion employees may be eligible for uncapped monthly bonuses based on individual performance.

Benefits and Perks:Full medical, dental, and vision benefits, four weeks of paid time off, 9 paid float holidays, 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.

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