Customer Retention Specialist

Role Overview

• 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

Requirements

• 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.

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
• Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.