Customer Retention Specialist - Remote

Overview

As a Customer Retention Specialist at Trupanion, you will engage with customers to deepen relationships and support them in understanding the value of their pet insurance coverage.

In Short

• Provide exceptional service to customers looking to cancel their policies.
• Manage high call volumes with empathy and efficiency.
• Educate customers on the long-term benefits of Trupanion coverage.
• De-escalate challenging situations professionally.
• Document customer interactions in the CRM system.
• Work full-time in a remote environment.
• Participate in mandatory training sessions.
• Thrive in a fast-paced contact center environment.
• Engage in video calls to connect with the team.
• Must have weekend availability.

Requirements

• 3 years of experience in customer retention or account management.
• 1+ years of experience in customer service.
• Strong written and verbal communication skills.
• Ability to de-escalate difficult situations with empathy.
• Proficient in using CRM systems.
• Strong technical troubleshooting skills.
• Experience working remotely with a reliable internet connection.
• Property and Casualty (P&C) licensing is a plus.

Benefits

• Full medical, dental, and vision benefits at no cost.
• Four weeks of paid time off and 9 paid float holidays.
• Five-week sabbatical after five years of employment.
• Free medical health insurance for your pet.
• Paid time off to volunteer at nonprofit organizations.